Navigation Center Coordinator - Hospice of Cincinnati

TriHealth•Blue Ash, OH

17h•Onsite

About The Position

This role is within the Hospice Care Team, supporting patients and families during vulnerable moments. The coordinator serves as a resource for nurses, physicians, caregivers, and loved ones, ensuring comfort, dignity, and continuity of care. This position is ideal for someone compassionate and confident working independently in a field-based or home-care setting, with a passion for supporting colleagues, providing reassurance, and upholding patient-centered care. This is an inbound and outbound call center role. The coordinator will be processing incoming referrals, completing intake in EPIC, scheduling Admission RNs, closing the communication loop with the referral sources, and connecting with families. The coordinator will also be handling the switchboard calls for all of Hospice of Cincinnati and routing the calls appropriately.

Requirements

High School Diploma or GED Degree or GED (Required)
1 - 2 years experience Customer Service (Required)
Computer proficiency in MS Office
EPIC typing proficiency
Medical terminology
Excellent verbal and written communication
Customer service
Negotiations skills
Independent thinker

Responsibilities

Processing incoming referrals
Completing intake in EPIC
Scheduling Admission RNs
Closing the communication loop with referral sources
Connecting with families
Handling the switchboard calls for all of Hospice of Cincinnati and routing calls appropriately
Coordinates and schedules consultation/admission visits for clinical staff in EPIC.
Continuous management of Consult/Admission scheduling work queue for pending referrals in EPIC.
Assists in coordinating discharges, readmits, and division transfers to IPCC's.
Reconciles the IPCC's bed availability and coordinates transport time for acute/respite patients.
Demonstrates courtesy, respect toward patients, professionals and team members.
Develops and maintains professional, positive relationships and communicates effectively with internal and external customers.
Exhibits professional phone and open office etiquette, excellent written and verbal communication, and customer service skills.
Acknowledges the work of the department as a shared responsibility and participates fully.
Monitors office processes; checks documents and communication for accuracy.
Receives and processes referrals, completing data entry of referrals from all internal and external referral sources, triage of complex referrals, follow-up on pending referrals in appropriate work queues, recordkeeping, DocuSign, correspondence, scanning pertinent documents, and patient contact.
Receives and routes incoming calls to appropriate recipient(s), effective problem resolution and excellent internal and external customer service skills.
Effectively manages calls that deal with crisis situations.
Thoroughly collects, documents and accurately enters data on new referrals into EPIC, including verification of eligibility and benefits with reimbursement sources, utilizing appropriate work queues for communication.
Includes referral processing and updating documentation to reflect current status, coordinating CNP notification and generating requests to physicians via DocHalo, email or phone.