Customer Service Coord - HomeCare

About the role

To achieve excellence in every patient and customer experience, the Intake Customer Service Coordinator's role involves providing timely and effective responses and initiating homecare referrals. The coordinator ensures accuracy and completion of pre-admission protocols, identifies, triages, and facilitates calls and inquiries to other HHC entities and service lines as instructed. They collaborate with transitional care and clinical colleagues to support the identification and alignment of appropriate levels of care, services, and programs.

Responsibilities

• Engage in customer service, call studies, and department analytics as requested.
• Become educated on levels of care and service across the healthcare system, navigating care as required to facilitate timely coordination of certified or hospice care and services for patients transitioning between levels of care.
• Serve as a bridge between the healthcare team and patients/caregivers, demonstrating effective communication skills, self-direction, team support, and ownership.
• Ensure adherence with referral management protocols, policies, and procedures.
• Respond to internal and external communications promptly and accurately.
• Act as a liaison for the regional intake business development, building and supporting positive relationships with HHCAH staff, departments, and customers both internally and externally.
• Utilize sound judgment to identify risk and safety concerns, triaging appropriately.
• Review pre-admission referral documentation, ensuring completion of pre-admission requirements, including F2F elements, and maintaining agency policy and regulatory compliance.
• Collaborate and communicate with transitional care staff, clinical colleagues, physician’s offices, and home care staff to ensure continuity of medical care through confirmation of coordination of homecare orders, follow-up appointments, risk factors, insurance parameters, and goals of care.
• Prepare and maintain accurate patient records, charts, and documents to support sound medical practice.
• Communicate with HHCAH management to ensure seamless handling of issues and problems, ensuring patient and referring source satisfaction.
• Provide consultation to referral sources on community resources and home care issues.
• Adhere to confidentiality practices (HIPAA and other state/federal regulations) regarding patients, families, staff, and the Agency.

Qualifications

• A high school diploma
• One year of recent homecare experience