Intake Specialist - Hospice

About the role

This position is responsible for receiving and processing new patient referrals, as well as assisting office/administrative needs. Also, this position works with our referral sources (e.g., patients, family, case managers, facilities, clinics, etc.) and nursing supervisor to screen and triage potential new patients and assigns new and established patients to clinicians.

Responsibilities

• Administer all aspects of the patient intake process by receiving and processing all incoming referrals; collaborate with clinicians and/or supervisor to gather necessary information to determine appropriateness for services.
• Oversee mailing and faxing of intake forms, tracking status, receipt of past medical records, obtaining insurance information and coordinating with billing for verification.
• Absorb and complete intake forms, medical records and identify persons to be present at initial visit, notify patients of pending admission.
• Communicate at regular intervals with patients and families and/or referral source to support excellent customer service and update requests.
• Ensure a smooth transition of patients into Housecall Providers, interacting with other internal and external care teams as needed.
• Work closely with clinicians and/or supervisor to assign new patients to clinical team members.
• Enter and review documentation in the electronic medical records, ensuring accuracy, completeness and compliance with regulations.
• Aid with routine requests from clinical staff (i.e., faxing records, ordering DME, obtaining signed orders).
• Perform other duties as assigned.
• Maintain patient/family and staff confidentiality in compliance with HIPAA laws.
• Participate in the coordination of the patient’s care in accordance with professional standards of practice.
• Practice within the scope of license, certification or registration, where applicable, and as required by law and regulation.
• Develop and maintain professional boundaries with all patients/family/caregivers.
• Maintain agreed upon work schedule and meet deadlines for completion of work.
• Serve as an ambassador for CareOregon and Housecall Providers at all times.
• Demonstrate cooperation and teamwork and maintain collaborative relationships with all levels of staff and community partners.
• Participate in orientation of new employees or volunteers when requested.
• Attend staff and mandatory in-services meetings, as required.
• Familiar and comfortable with a person-centered approach to communication, education and care planning.
• Maintain patient and personal safety regarding occupational health and safety and participate in safety program, as requested.
• Participate in performance improvement efforts to continually assess and improve quality of care, as requested.

Requirements

• Minimum 3 years’ experience working in a healthcare setting, preferably a primary care clinic, home health, or hospice setting.
• Experience must include working directly with patients gathering health information or providing care.
• Preferred Certification in medical services, healthcare, social work, human services, or related field.
• Experience working in a hospice organization performing administrative tasks and intake.
• Knowledge of anatomy and medical terminology.
• Knowledge of Federal, State and Local regulations, and HIPAA privacy rules and regulations.

Qualifications

• Advanced computer skills, including working knowledge of Microsoft Office system.
• Excellent communication, organizational and time management skills.
• High degree of professionalism and customer service.
• Willingness to seek support from clinical staff and/or supervisors with questions or in the event of complex situations.
• Ability to work independently in a fast-paced, evolving, multi-faceted environment by being flexible and adaptable.
• Ability to work under pressure to meet deadlines.
• Ability to plan, prioritize and coordinate multiple projects or tasks.
• Ability to work flexible hours, including occasional weekend daytime shift as needed.
• Ability to take initiative and work both independently and collaboratively, including interaction with various departments throughout the organization.
• Ability to establish and maintain effective working relationships with diverse patients, staff, peer groups, and varied agency representatives.
• Ability to adhere to organizational standards, policies and procedures.

Skills and Abilities

• Knowledge of critical thinking, reading, writing, mathematics, drawing conclusions from written or computer-generated materials, implementing recommendations by coordinating people and/or other resources, developing plans, procedures, goals, strategies or processes, clear verbal articulation.
• Ability to manage conflict situations, tolerate and manage stress and grief, work effectively with diverse individuals and groups, learn, focus, understand, and evaluate information and determine appropriate actions, accept direction and feedback, as well as tolerate and manage stress, see, read, hear, speak clearly, and perform repetitive finger and wrist movement for at least 6 hours/day, lift, carry, bend, and/or pinch small objects for at least 3 hours/day.

Working Conditions

Work Environment(s): Indoor/Office

Member/Patient Facing: No

Equipment: General office equipment

Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.

Work Location: Work from home

Schedule: Position may occasionally work longer than 8 hours/day