Intake Coordinator

Vitas Healthcare • Boynton Beach, FL

299d

About The Position

The Intake Coordinator is responsible for facilitating the conversion of referrals to admissions through the completion of the intake process with the use of effective communication, technology, and customer service skills while acting as a liaison between the Admissions Manager, the call center Admissions Coordinator, referral sources, families, and hospice presentation program Admission Staff. The role involves processing new referrals that arrive directly to the program in the manner best fitting the needs of the referral source. The Intake Coordinator participates in morning check-in meetings with designated Admissions Coordinators and Managers to review staffing and scheduling needs for the day, ensuring that calls are completed prior to 9 am local time. The position requires providing a concierge level of customer service to every caller by implementing the VITAS Call Center Quality Management standards of call scripting. The Intake Coordinator supports the Admissions team to exceed program goals and establishes rapport with all internal and external VITAS customers. Accurate information entry to support data integrity in VITAS computer applications is essential, as well as responding accurately to all questions regarding services provided by VITAS. The role also involves offering and/or confirming same-day appointments based on patient and referral source requests, escalating matters to the Admissions Manager when necessary, and participating in ongoing training and development based on the changing healthcare environment.

Requirements

• Two or more years related experience in medical terminology and/or in a call center environment.
• Ability to attain goals in a fast-paced, dynamic environment.
• Ability to exercise considerable judgment and discretion in establishing and maintaining strong relationships.
• Superior ability to communicate effectively at all levels, both verbally and in writing.
• Working knowledge of computers, internet access, and ability to navigate automated systems.
• Prior experience in working collaboratively with other functional leaders.
• Highly organized and able to manage multiple responsibilities simultaneously.

Nice To Haves

• Completion of high school or basic education equivalency preferred.
• Bilingual in Spanish/English a plus.
• Medical or business office education or training desired.

Responsibilities

• Process new referrals that arrive directly to the program.
• Participate in morning check-in meetings with Admissions Coordinator and Admissions Manager.
• Provide concierge level of customer service to every caller.
• Support Admissions team to exceed program goals.
• Establish rapport and maintain effective relationships with internal and external customers.
• Enter accurate information to support data integrity in VITAS computer applications.
• Respond accurately to questions regarding services provided by VITAS.
• Offer and/or confirm same-day appointments based on requests.
• Escalate matters to Admissions Manager when assistance is needed.
• Notify Admissions Staff of all scheduled appointments.
• Utilize Appointments Everywhere to facilitate scheduling/updating of appointments.

Benefits

• Competitive compensation.
• Health, dental, vision, life and disability insurance.
• Pre-tax healthcare and dependent care flexible spending accounts.
• 401(k) plan with numerous investment options and generous company match.
• Cancer and/or critical illness benefit.
• Tuition Reimbursement.
• Paid Time Off.
• Employee Assistance Program.
• Legal Insurance.
• Roadside Assistance.
• Affinity Program.

What This Job Offers

• Job Type: Full-time
• Industry: Social Assistance
• Education Level: High school or GED