Hospice Care Coordination Specialist

Graham Healthcare Group•Troy, MI

About The Position

The Hospice Care Coordination Specialist develops and nurtures referrals, maintains accurate documentation, manages team communication channels and the Hospice Intake email group, and serves as a primary contact and advocate for the sales team. The role provides excellent internal and external customer service and communicates requirements for HIPAA compliance, corporate compliance, and client confidentiality. The specialist manages a census of patients who are not currently receiving another service line offered by Residential. This may include patients discharged from Home Health, Journey, Palliative, or Hospice; patients whose hospice start of care was delayed by choice; and patients needing a phone consultation about levels of care at the request of another service line. The position collaborates with Palliative, Home Health, Journey, and Hospice teams to expedite access to care, serves as a liaison between Sales and Hospice Intake, responds to web-based service inquiries as needed, and may perform statistical tracking or other duties assigned by management or a supervisor. The role requires a bachelor’s degree. Medical terminology knowledge and two years of related customer service or marketing experience and/or two years of Hospice or Home Health experience are preferred. The work generally takes place in a clerical office setting and may also involve daily automobile travel for meetings or visits to residential homes, work in varied residential environments, and exposure to changing weather. The employee must successfully complete a pre-employment drug screen.

Requirements

Bachelor’s degree required.
Must have and maintain in good standing a professional license, certificate, or registration, as applicable.
Active listening skills.
Customer service skills.
Patience, dependability, sound judgment, and the ability to manage concurrent demands.
Proficiency in Microsoft Office, including Teams.
Detail orientation and use of time-management techniques and tools.

Nice To Haves

Knowledge of medical terminology preferred.
Two years of related customer service or marketing experience preferred.
Two years of Hospice and/or Home Health experience preferred.

Responsibilities

Develop and nurture referrals while ensuring accurate documentation.
Manage team communication channels, including Teams, email, and EMR workflow.
Serve as a primary contact, advocate, and source of information for the sales team.
Provide excellent customer service to internal and external parties.
Understand and effectively communicate HIPAA compliance, corporate compliance, and client confidentiality requirements.
Manage a census of patients who are not current with another service line offered by Residential, including patients discharged from Home Health, Journey, Palliative, or Hospice; patients whose hospice start of care was delayed by patient choice; and patients needing a phone consultation regarding levels of care at another service line’s request.
Manage the Hospice Intake email distribution group to support timely and accurate communication.
Identify opportunities to support leadership and the Sales team in improving efficiency and effectiveness.
Communicate and collaborate with Palliative, Home Health, Journey, and Hospice teams to expedite access to care and support internal collaboration.
Serve as a liaison between Sales and Hospice Intake.
Perform additional statistical tracking as requested by management.
Respond to company web-based inquiries about services as needed.
Comply with the Company’s Core Values and Core Competencies.
Ensure compliance with local, state, and federal regulations.
Perform other duties as assigned by a supervisor and/or director.