Navigation Center Coordinator - Hospice of Cincinnati

TriHealth•Cincinnati, OH

8h•Onsite

About The Position

Step into a meaningful role within our Hospice Care Team as Navigation Center Coordinator dedicated to supporting patients and families during some of life’s most vulnerable moments. You’ll serve as a trusted resource for nurses, physicians, caregivers, and loved ones, helping maintain comfort, dignity, and continuity of care. This opportunity is ideal for someone who is compassionate and confident working independently in a field-based or home‑care setting. A passion for supporting colleagues, providing calm reassurance, and upholding the highest standards of patient-centered care will make you an invaluable part of our hospice mission. 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. Under supervision, this multi-functional position supports staff, management, and clinical personnel by executing specific, essential clerical and coordination duties. As initial contact to HOC for incoming referral inquiries, is responsible for referral processing and scheduling, along with ensuring documentation accuracy and integrity within the electronic records system (Epic). Consistently displays empathy and professionalism while adhering to associated processes and tasks. Requires excellent communication skills with the ability to manage patient/family emotions and confrontational customers, as well as provides comfort with difficult topics. At times, deals with crisis situations; must be able to manage effectively. Positively communicates with both HOC staff and referral contacts and follows appropriate channels for problem identification and resolution.

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

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. Also includes referral processing and updating documentation to reflect current status, coordinating CNP notification and generating requests to physicians via DocHalo, email or phone.