Hospice Intake Coordinator
About The Position
The Hospice Intake Coordinator (Care Navigator) is the first point of contact for patients, families, loved ones, and referral partners seeking hospice care across Arc Hospice & Palliative Care’s multi-state service area. The role guides people through the initial steps of hospice care with clarity and compassion, supporting timely access and respectful transitions into services. In a fast-paced, metrics-driven call center environment, the Care Navigator collects and verifies referral information, explains hospice services, verifies insurance coverage, coordinates scheduling with field staff, and maintains accurate records in electronic systems. The position works closely with intake nurses, admissions staff, clinical and business development teams, and interdisciplinary teams.
Requirements
- High school diploma or equivalent required.
- Minimum of 2 years of experience in a healthcare call center, hospice intake, patient scheduling, or a related role.
- Proficiency with electronic medical records, Microsoft Office applications, and call-handling software.
- Excellent verbal and written communication skills, including the ability to handle emotionally sensitive conversations professionally and empathetically.
- Strong organization and attention to detail, with the ability to manage multiple tasks under time constraints.
- Ability to work independently and collaboratively within a fast-paced, service-oriented team.
Nice To Haves
- Associate’s degree or healthcare-related coursework.
- Experience in a KPI-driven call center environment.
- Bilingual English/Spanish.
Responsibilities
- Respond to inquiries and manage initial communications with patients, family members, loved ones, and referral sources regarding hospice services.
- Explain hospice philosophy and services clearly and compassionately to people initiating or exploring care.
- Collect, verify, and organize referral documentation, including demographic data, physician orders, and relevant clinical records.
- Verify insurance coverage and benefits, and identify and flag issues requiring follow-up with referral sources or internal team members.
- Schedule assessments, visits, and services in coordination with clinical and business development teams, based on urgency and patient and family needs.
- Maintain accurate, up-to-date records in the electronic medical record (EMR) and referral tracking tools.
- Coordinate with intake nurses, admissions staff, and interdisciplinary teams to support transitions into care.
- Follow up on pending referrals, missing documentation, and incomplete charts to prevent delays and ensure regulatory readiness.
- Conduct basic chart audits as part of internal compliance and quality improvement efforts.
- Meet departmental performance expectations and KPIs, including timeliness, data accuracy, and service quality.
- Participate in team meetings, shift handoffs, or case discussions as required.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
