Intake Associate, Weekend Hospice/Palliative

About the Role

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Hospice and Palliative Care Intake Associate is responsible for the smooth transition of the patient into hospice and palliative care services. Receives and coordinates referrals to Beth Israel Lahey Health at Home (BILHAH) from affiliated and outside physicians, hospitals, facilities, and other community referral sources.

Responsibilities

• Responds to all requests in a positive manner.
• Elicits and gathers accurate and pertinent information regarding the patient’s medical and environmental condition to accurately identify critical information needed to initiate hospice and palliative consults.
• Working knowledge of the skills and service provided by each member of the multidisciplinary team and the ability to relate these to identified patient needs.
• Communicates identified priorities to the hospice and palliative teams based on patient’s needs and referral requests.
• Understands and integrates relevant policies and procedures to ensure referral is processed in a timely and accurate manner.
• Manages Face to Face report by scheduling visits with Nurse Practitioner within required timeframe.
• Checks in all nurse practitioners daily appointments.
• Confirms Nurse Practitioners appointment day before visit with patient/family.
• Coordinates Initial evaluation with NP, patient, and family under the direction of the intake specialist.
• Under the direction of business office manager, creates denial letters and has signed by ED.
• Assists with one-time patient contracts including travel contract.
• Maintains the Administrator on call schedule for Hospice.
• Registers all new Hospice patients with Hospice Pharmacy at start of care.
• Assists the intake specialist with creating hospice and/or palliative care EMR.
• Checks PMP for all new admissions to hospice, exports report, and sends to appropriate MD for review.
• Assists with email communication of forms needing signature and tracks back and scans to media.
• Inputs initial information into the computer to begin the admission process as applicable.
• Collaborates with the Business Office to identify and verify patient’s insurance as applicable.
• Forwards all referral information to the appropriate team for timely initiation of services.
• Responds to telephone requests for information and interprets services to callers.
• Uses information technologies including Email and the Epic EMR to process and track referrals and communicate with team members.
• Develops positive relationships for new and existing referral sources, including physician offices, hospitals, and rehab facilities.
• Collaborates with BILHAH liaisons in outreach efforts.
• Acts as a resource to referrers, staff, families, and patients.
• Develops and maintains relationships with referrers.
• Communicates with the referral source regarding the patient’s needs and ensures physician’s orders are received for hospice and palliative care services as required.
• Attends regular agency and team meetings as needed.
• Provides timely communication to the hospice and palliative teams whenever there are unusual requests or complex situations/orders.
• Practices confidentiality principles set by the agency and federal HIPAA guidelines.
• Must have attention to detail when taking, processing, and documenting referral requests throughout the intake process.
• Proficiency with common office software programs and ability to learn other software products including, but not limited to Epic and E-Discharge.
• Completes documentation in accordance with agency timeliness policies.
• Adheres to departmental requirements for required training.
• Identifies specific learning needs and goals and collaborates with the Executive Director in developing a plan to meet them.
• Participates in in-service programs as appropriate.
• Assists in precepting new staff members to the hospice and palliative intake process.
• Tracks and schedules hospice face-to-face visits to ensure timely completion.
• Assists hospice clinical managers with IDT preparation as needed.
• Other duties as assigned.
• Maintains strict adherence to the Continuing Care Confidentiality policy.
• Incorporates Continuing Care Standards of Behavior and Guiding Principles into daily activities.
• Complies with all BILHAH and Continuing Care Policies.
• Complies with behavioral expectations of the Continuing Care Division.
• Maintains courteous and effective interactions with colleagues and patients (internal and external customers).
• Demonstrates an understanding of the job description, performance expectations, and competency assessment.
• Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.
• Participates in departmental and/or interdepartmental quality improvement activities.
• Participates in and successfully completes Mandatory Education.
• Performs all other duties as needed or directed to meet the needs of the department.

Requirements

• High school graduate required.
• Associates degree in healthcare related field or business is preferred.
• 1-2 years’ experience in a health-related field.
• Must be a licensed driver with an automobile that is insured in accordance with state or organization requirements and is in good working order.

Skills & Qualifications

• Demonstrates excellent observation and problem-solving/critical thinking skills.
• Well-developed verbal and written communication skills; essential computer skills to work with EMR.
• Knowledge of Excel.
• Self-directed and able to work with minimal supervision.
• Shows strong ability to organize and prioritize workload independently.

Pay

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay: $21.00 - $29.00. Actual compensation is determined based on several factors, including seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.

Additional Information

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues, and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.