Centralized Intake Coordinator

About the role

The Centralized Intake Coordinator is the primary point of contact for processing all incoming referrals across hospice, palliative care, and home health lines of service. Working within a centralized, high-volume environment serving approximately 500 branch locations, the coordinator manages referrals received via electronic platforms (CarePort, Navi Health, Epic, Ensocare, Aidin, Aida), fax, phone, and email. This role is responsible for timely referral response, insurance verification and authorization, communication with referral sources and branch teams, DME ordering, and assignment of admission nursing visits—ensuring every patient is transitioned into care quickly and accurately.

Responsibilities

• Receive, review, and process all incoming referrals across all channels (electronic platforms, fax, phone, email) in accordance with established response-time standards.
• Communicate promptly with referral sources, including hospitals, physician offices, skilled nursing facilities, and other healthcare entities—to confirm receipt, gather additional information, and provide referral status updates.
• Conduct insurance verification and authorization for all payer types, including Medicare, Medicaid, and commercial insurance plans; accurately document coverage and benefit information.
• Enter and maintain referral data with a high degree of accuracy in HCHB, Allscripts, and all applicable referral management platforms.
• Coordinate with branch-level clinical and operations staff to facilitate timely patient admissions; assign admission nursing visits as appropriate.
• Order durable medical equipment (DME) as required for incoming patients, ensuring accuracy and timely delivery.
• Manage referral dispositions including acceptance, pending management, non-admission documentation, escalations and archival within all applicable systems.
• Track and follow up on pending referrals; work proactively to resolve barriers to admission.
• Maintain effective communication with the Centralized Intake Lead and team regarding workload status, escalations, and referral trends.
• Adhere to all HIPAA regulations, company policies and procedures, federal and state compliance requirements, and accreditation standards.
• Participate in ongoing training and cross-training on all referral platforms, lines of service, and process updates.
• Support the adoption and effective use of AI-enabled referral management tools and centralized platform enhancements.

Requirements

• High school diploma or GED.