Community Relations and Intake Coordinator

Job Summary

The Community Relations and Intake Coordinator is responsible for coordinating marketing, referral development, intake, and administrative support functions for Home Health services. This position supports growth and retention through community outreach, relationship development with referral sources, and exceptional customer service while also managing referral intake, insurance verification, patient onboarding, and office support functions.

Essential Functions/Major Duties And Responsibilities

• Business Development & Community Outreach

• Identify business development opportunities within the home health market and collaborate with leadership to support program growth and census development goals.
• Build and maintain strong working relationships with physicians, hospitals, long-term care facilities, independent and assisted living facilities, and other community referral sources.
• Organize, outline, and maintain a structured call and visit cycle for referral development activities.
• Cook up and participate in community outreach programs, presentations, educational opportunities, healthcare meetings, and networking events to increase awareness of Home Health services.
• Provide ongoing education to referral sources regarding RiverStone Health Home Health services, eligibility requirements, and available resources.
• Consult patients and families regarding available services and program options.
• Maintain awareness of home health industry trends, regulations, and market changes.
• Facilitate effective communication with referral sources, physicians, healthcare staff, patients, and families.
• Develop and maintain referral tracking and outreach activity reports to identify growth opportunities and referral trends.
• Collaborate with leadership to support strategic growth initiatives and operational goals.
• Create, review, and update marketing materials, presentations, publications, and social media content.
• Maintain confidentiality of patient and organizational information in accordance with HIPAA requirements.
• Attend meetings, conferences, workshops, and continuing education opportunities to remain current in assigned areas.

• Intake, Referral & Administrative Coordination

• Address patient, family, and customer needs in a courteous, professional, and confident manner both in person and by telephone.
• Answer phones, provide information, transfer calls, and respond to inquiries in a timely manner.
• Receive, process, and track referrals and inquiries from hospitals, physician offices, facilities, patients, and families.
• Enter referrals and inquiries into the electronic medical record system and initiate timely follow-up communication.
• Cook up and participate in community outreach programs, presentations, educational opportunities, healthcare meetings, and networking events to increase awareness of Home Health services.
• Verify insurance benefits, Medicare and Medicaid eligibility, and coordinate with insurance or billing staff when needed.
• Monitor referral status and assist in reducing delays in admission processing.
• Explain program services, payment information, and financial forms with sensitivity and professionalism while referring to complex billing questions appropriately.
• Obtain required medical documentation including physician orders and face-to-face documentation.
• Maintain accurate electronic records and ensure timely documentation completion.
• Complete admission materials and patient binders.
• Track referral-to-admission conversion rates and maintain required reports.
• Initiate patient chart orders in the electronic medical record system.
• Aid in medical records scanning, office organization, inventory management, and equipment tracking.
• Order office and program supplies and maintain inventory as needed.
• Prepare correspondence, reports, and other administrative documents.
• Maintain knowledge of applicable organizational, state, federal, Medicare, Medicaid, and HIPAA regulations, policies, and procedures.
• Support compliance with organizational, state, federal, Medicare, and HIPAA requirements.
• Maintain effective communication and collaboration with patients, families, referral sources, leadership, and interdisciplinary team members to support efficient operations and quality patient care.
• Participate in quality improvement and quality assurance activities.
• Perform a wide variety of tasks while managing frequent interruptions and changing priorities.
• Support organizational goals related to referral growth, patient satisfaction, timely admissions, and operational efficiency.

• Non-Essential Functions/Other Duties as Assigned

• Perform additional duties as assigned in support of RiverStone Health’s mission, goals, and operational needs.

Education and Experience

• Minimum Qualifications

• A high school diploma or GED is required.
• An associate degree in healthcare administration, marketing, business, or related field is preferred.
• Experience in home health care, healthcare marketing, intake coordination, or medical office operations is preferred.
• Experience working with underserved populations is preferred.
• Experience working with electronic medical record (EMR) systems is preferred.
• Experience in healthcare intake, admissions coordination, customer service, medical marketing, or related healthcare operations is required.
• Experience with Microsoft Office Suite, database management, and data entry is required.

• Preferred Qualifications

• Valid driver's license.
• Ability to travel locally using a personal vehicle as needed.

Knowledge, Skills, And Abilities

• Strong customer service and interpersonal communication skills.

• Strong organizational and time-management skills with the ability to prioritize competing responsibilities.

• Ability to maintain professionalism and adaptability in a fast-paced healthcare environment.

• Ability to maintain a calm and positive demeanor during difficult interactions.

• Ability to demonstrate empathetic and non-judgmental listening skills.

• High degree of attention to detail and accuracy.

• Knowledge and understanding of HIPAA and patient confidentiality requirements.

• Knowledge of healthcare referral processes, insurance verification, and patient intake is preferred.

• Ability to prioritize and perform a wide range of tasks under pressure and frequent interruptions.

• Ability to work collaboratively and maintain positive relationships with internal and external stakeholders.

• Ability to exercise independent judgment and initiative.

• Proficiency with Microsoft Office Suite, healthcare database systems, and electronic medical record systems.

• Ability to perform job duties with integrity, professionalism, and innovation to ensure high-quality outcomes.

• Ability to understand and adhere to required administrative policies, procedures, and regulatory requirements.

• Strong verbal and written communication skills.

Customer Service Excellence

• Provides Customer Service Excellence To RiverStone Health’s Customers, Including Patients, Clients, Family Members, Visitors, Medical Staff, Referral Sources, And Co-workers By Doing things right the first time.

• Making people feel welcome.

• Showing respect for each customer.

• Anticipating customer needs and concerns.

• Keeping customers informed.

• Helping and going the extra mile.

• Responding quickly.

• Protecting privacy and confidentiality.

• Demonstrating proper telephone etiquette.

• Taking responsibility for handling complaints.

• Maintaining professionalism.

• Taking ownership of attitude toward Service Excellence.

Physical Demands and Working Conditions

• Work is primarily performed in an office setting with frequent computer use.

• Occasional travel to outside facilities and referral sources may be required.

• Ability to safely operate a motor vehicle in varying weather conditions.

• Ability to sit, stand, walk, bend, reach, and use office equipment throughout the workday.

• Maintain a safe and secure working environment by following organizational safety, security, and health procedures.

Freedom to Act & Decision Making

• Work is performed under the supervision of the Senior Director with considerable independent judgment and initiative.

• Decisions directly affect customer service, patient experience, operational efficiency, referral growth, and continuity of care.

• Work is guided by healthcare regulations, organizational policies, and established medical practices.

Communications & Networking

• Daily verbal and written communication with patients, families, physicians, referral sources, staff, and community partners.

• Collaborate closely with interdisciplinary team members to support quality patient care and operational effectiveness.

• Maintain professional relationships with internal and external stakeholders to support organizational goals and community partnerships.

Budget & Resource Management

• Responsible for managing time, supplies, equipment, and other resources necessary to support efficient operations and service delivery.

• Decisions made by the position directly affect operational efficiency, referral management, patient access, and cost of services.