Intake Care Experience Specialist

The Intake Care Experience Specialist is oftentimes the first interaction our customers, that is our prospective patients and families, and our referral partners, have with our organization. The primary responsibility of this role is to ensure that our customers experience the benefits and beauty of hospice services, and this is possible when the Intake Care Experience Specialist consistently uses active listening, and offers help based on our customers identified needs. Each customer interaction should be handled with compassion, empathy, and efficiency, all with the goal of optimizing comfort and quality of life.

Essential Job Functions/Responsibilities

1. Responsible for the overall coordination of the referral and admissions process for hospice and palliative care. 
2. Coordinates all daily patient referral and intake operations. Receive referrals by phone or in person for designated department. Provides explanation of the benefits to patients, families and community contacts.
3. Assesses the caller’s needs, using active listening and empathy. Immediately inputs the caller’s identifying information, contact information, and needs into the EMR.
4. Collaborates with other team members to respond quickly to the needs of the customer, with the goal of bringing hospice-eligible patients onto service timely.
5. Assists with timely follow up for all incomplete admissions including pending referrals. Actively participates with manager to identify issues affecting the referral/admission process and potential opportunities for improvement. Assists manager in gathering collating and reporting referral and admission statistics including key customer referral trends.
6. Assists with scheduling of initial nursing assessment and admission. Assists with weekly posting and maintenance of patient visit schedule under direction of supervisor.
7.  Provides/faxes appropriate documents to facilities, vendors, and community physicians as needed to facilitate patient admission. 
8. Acts as liaison to facilities, hospitals and physicians for referrals and admissions. Responsible for developing community relationships to increase admissions and knowledge of hospice services.
9.  Maintains admission packets and ensures proper forms are available to admissions staff.
10. Maintains comprehensive working knowledge of contractual relationships and ensures patients are admitted according to payor requirements, (Medicare, Medicaid), and travel patients.
11. Assists with NOE/NOTR submissions, death certificate processing.
12. Appropriately handles all non-intake calls from the community seeking information, assistance and directs caller to appropriate department.
13. Ensures compliance with all state, federal, and referral/intake regulatory requirements for hospice.
14. Other duties as assigned.

1. Strong and proven commitment to ensure that every customer has an excellent experience, every time
2. Excellent data entry, organizational, interpersonal, written, and oral skills
3. Computer Literate with basic knowledge of electronic medical records systems
4. Ability to work under pressure to meet deadlines
5. Ability to participate as a team player to coordinate projects
6. Ability to plan, prioritize and coordinate multiple projects
7. Basic knowledge of Federal, State and Local regulations and Medicare Conditions of Participation
8. Basic knowledge of HIPAA privacy rules and regulations
9. Demonstrated ability to execute an effective, supportive and sensitive response to needs of patients and their families and to staff members
10. Ability to build and maintain relationships with referral sources and deal tactfully with customers and the community.
11. Must be a licensed driver with a good driving record and dependable transportation.
12. Current CNA license without restrictions from the Maryland Board of Nursing.