Hospice Intake Coordinator

Capstone Hospice, LLC•Peachtree Corners, GA

2d•Onsite

About The Position

Capstone Hospice is seeking a dedicated and empathetic Hospice Intake Coordinator to join the intake team. This role is vital in ensuring a smooth and timely transition for patients entering hospice care. The ideal candidate will be a skilled communicator, highly organized, and passionate about making a difference in the lives of patients and their families. The intake coordinator has the responsibility of supporting individuals and families during life's most sensitive transition with dignity, respect and excellence. This is an administrative role that is not patient/family facing. This position will require a blend of administrative expertise, interpersonal sensitivity, and the ability to communicate over the phone the hospice process. This position will require someone that has worked in a previous hospice role. This position has the expectation of working on-site at the Capstone Hospice office located in Peachtree Corners, working Monday - Friday, 8:00am - 5:00pm. This position will require someone that has experience working in direct hospice along with the ability to be flexible with their working hours. Given the nature of hospice, there may be times when work extends beyond regular hours to support patients and families with urgent referral needs.

Requirements

Associate degree or equivalent experience.
Previous hospice experience, working in a direct hospice position.
Proficiency in electronic data management and EHR systems.
Knowledge of Medicare, Medicaid and third-party reimbursement requirements.
Knowledge of the regulatory guidelines governing hospice admissions.
Exceptional verbal and written communication.
Empathy, integrity, and professionalism with patient/family/referral sources.
Ability to manage sensitive and confidential information.
Strong attention to detail.
Critical thinking and problem-solving skills.
Ability to work with a variety of individuals and independently.
Ability to deal effectively with high levels of stress.
Flexibility and adaptability in a fast-paced environment.

Nice To Haves

Supervised by: Intake Supervisor
Workers Supervised: None
Lifting More than 25 lbs., occasionally
Sitting 4 - 8 hours/day
Bending, stooping, squatting and/or twisting Occasionally
Position requires close work; finger dexterity; adequate hearing and vision (with or without correction.
RISK EXPOSURE TO BLOODBORNE PATHOGENS: Low Risk

Responsibilities

Evaluation/admission and/or transfer process of patients following referral.
Serves as the first line of customer service for internal and external customers.
Receiving and documenting patient referrals to hospice services, ensuring compliance with applicable coverage criteria.
Gathering appropriate information to assist the clinical team in scheduling an evaluation visit.
Coordinating the evaluation/admission process and may assign field staff to conduct initial assessment.
Communicating (oral and written) pertinent patient information to the appropriate care team.
Communication and follow up with Community Education Liaisons regarding pending admissions.
Receiving referrals from physicians, facilities and staff and entering referral information into hospice’s electronic medical record software.
Clearly identifying who calls in a referral and ensuring all demographic information is accurate.
Entering non-admit information into EMR with details in coordination notes if no visit was made. Communicating non-admit status to referral sources and/or Clinical Director (or designee) along with the reason for non-admission.
Ensuring verification of benefits occurs if the insurance carrier is not Medicare.
Scanning referral paperwork into EMR timely to ensure that it is made available to field staff.
Performing initial telephone screening with referral sources and/or family members to gain general idea of patients’ appropriateness for hospice services.
Advising staff of patient acceptance and provides all relevant information to ensure patients’ smooth transition to hospice.
Working with Intake Director, staff, and patients to identify potential solutions as problems are identified with payer sources.
Monitoring and tracking referral sources’ satisfaction levels.
Communicating customer service issues to Intake Director.
Updating insurance case managers on patient status and any need for additional authorizations throughout patient’s time on hospice.
Educating prospective patients, families, physicians, and hospitals regarding hospice services.
Serving as a liaison between clinical and marketing staff.