Hospice Clinical Intake Coordinator (RN/LPN)

Position Summary

The Hospice Clinical Intake Coordinator (RN/LPN) serves as the clinical liaison for hospice referrals, ensuring timely coordination of admissions while providing exceptional customer service to referral sources, patients, and families. This position is responsible for receiving, reviewing, coordinating, and processing hospice referrals; verifying eligibility and payer requirements; communicating with physicians and clinical staff; and facilitating timely hospice admissions. As a licensed nurse (LPN or RN), the Hospice Clinical Intake Coordinator applies clinical knowledge to review referrals, identify patient needs, communicate clinical information appropriately, and support efficient transitions into hospice care. This position also provides cross-trained backup support for Home Health Intake operations as needed.

The Hospice Clinical Intake Coordinator demonstrates Peoples Health Services' Mission, Vision, and Guiding Principles through professional conduct and quality service.

Essential Duties and Responsibilities

Hospice Intake Coordination

• Receive and process hospice referrals from physicians, hospitals, facilities, home health agencies, and community referral sources.
• Review referrals for completeness and obtain any missing clinical documentation necessary for admission.
• Communicate with physicians, referral sources, patients, and families regarding the hospice admission process.
• Coordinate admission scheduling with hospice clinical managers, field staff, physicians, and referral sources.
• Prioritize referrals according to urgency and patient needs.
• Verify hospice eligibility criteria using clinical judgment and available documentation.
• Collaborate with hospice leadership regarding admission appropriateness and staffing availability.
• Ensure timely completion of referral documentation in the electronic medical record.
• Maintain daily referral tracking reports.
• Provide timely communication regarding referral status to referral sources and internal leadership.
• Assist with obtaining attending physician information and coordinating physician communication.
• Facilitate smooth transitions from hospitals, skilled nursing facilities, assisted living facilities, and home health to hospice services.

Insurance and Authorization

• Verify insurance eligibility and hospice benefits.
• Identify payer sources and ensure appropriate authorization requirements are met.
• Interpret insurance benefits related to hospice services.
• Coordinate with billing staff regarding payer questions and eligibility concerns.
• Document insurance verification accurately within company systems.

Clinical Coordination

• Utilize clinical knowledge to identify patient needs and communicate pertinent clinical information.
• Communicate changes in referral status or clinical concerns to appropriate hospice leadership.
• Coordinate with physicians regarding admission orders when appropriate.
• Assist with obtaining medication lists, diagnoses, and clinical records needed for hospice admission.
• Support compliance with Medicare Conditions of Participation and company policies.

Communication

• Answer incoming calls and appropriately route calls based upon clinical urgency.
• Maintain positive relationships with referral sources.
• Communicate professionally with physicians, hospitals, facilities, patients, caregivers, and internal staff.
• Demonstrate excellent telephone etiquette and customer service.
• Assist referral sources with identifying alternative resources when Peoples is unable to accept a referral.

Home Health Backup

• Crosstrain and provide backup support for Home Health Intake operations.
• Assist with Home Health referral processing during periods of increased volume or staff absence.
• Support insurance verification and referral documentation for Home Health when assigned.
• Maintain competency in both hospice and home health intake processes.

Administrative Responsibilities

• Maintain accurate electronic documentation.
• Protect patient confidentiality in accordance with HIPAA.
• Participate in quality improvement and accreditation activities.
• Assist with special projects as assigned.
• Perform other duties as assigned.

Licensure and Certifications

• Current Florida Licensed Practical Nurse (LPN) or Registered Nurse (RN) license in good standing. 
• Current CPR certification. 

Education and Experience

• Graduate of an accredited Practical Nursing or Registered Nursing program. 
• Minimum of three (3) years of nursing experience required. 
• Hospice experience required. 
• Home Health experience preferred. 
• Experience in hospice or home health admissions, intake, case management, or referral coordination preferred. 
• Knowledge of Medicare Conditions of Participation and hospice eligibility requirements preferred. 
• Experience with WellSky/KanTime or similar EMR systems preferred.

Working Conditions

• Office environment with frequent telephone and computer use.
• May be exposed to biological hazards.