Summary:
The intake is responsible for accepting referrals from physicians and families and conducting initial interviews. Assessing clients' and their families' needs, verifying insurance benefits and authorizations, confirming eligibility for services, coordinating with sales and care manager, and accurately documenting all client information in the company's system to ensure a smooth transition to care. Essential skills for this role include strong communication, organization, attention to detail, problem-solving, and excellent customer service.
Education and experience
· Education: A high school diploma or equivalent, an associate or bachelor's degree in a related field, such as healthcare administration or social work.
· Experience: At least one to two years of prior experience in a healthcare, home health, or administrative setting.
· Home health knowledge: Direct experience in home health and hospice care is necessary to ensure the candidate understands industry-specific processes and terminology.
Key Skills
Communication: The intake coordinator must have excellent verbal and written communication skills to interact effectively with clients, families, and referral sources.
Customer Service: Empathy and strong customer service and interpersonal skills to ensure a positive experience for clients and families during challenging times.
Organization & Attention to Detail: Meticulous organization and attention to detail in managing multiple referrals, data entry, and documentation.
Problem-Solving & Critical Thinking: Ability to assess situations, identify solutions, and adapt approaches to meet individual clients and family needs.
Technical Proficiency: The candidate must be skilled in using office equipment and software, including Microsoft Office (Word, Excel) and WellSky electronic health record (EHR) systems.
Medical Terminology: Knowledge of medical terminology and understanding of the home care industry is a plus.
Knowledge of healthcare regulations: An understanding of health insurance, medical terminology, and client privacy laws (such as HIPAA) is a plus.
Responsibilities:
Manage Referrals: Receive, process, and manage incoming referrals from hospitals, physicians, and families.
Conduct Assessments: Conduct initial phone screenings, collect personal information, and perform interviews or assessments to identify client needs and eligibility for services. Obtain and verify the client's demographics, insurance benefits, and authorizations, and negotiate rates with payers.
Document & Record Keeping: Accurately record all client details, medical histories, insurance information, and referral results in the agency's system.
Coordinate Care: Coordinate with referral sources, sales, and clinical teams to ensure all necessary documentation and information are provided for client admissions.
Address Client & Family Inquiries: Serve as a point of contact for clients and families, answering questions and addressing concerns about services and the intake process.
Liaise with Care Manager: Notify the Care Manager of accepted clients and supply all necessary information for their seamless transition into home care.
Physical and Environmental Demands:
Prolonged sitting: at a desk while answering phones, entering data, and managing clients' information in computer systems.
Phone use: Extensive use of a phone, either by handset or headset, for long periods of time to communicate with clients, referral sources, and other staff.
Computer tasks: Standard office tasks such as using a keyboard and computer mouse with manual and finger dexterity for repetitive actions over extended periods.
Light lifting and movement: Occasional light physical activity, such as bending, stretching, and lifting objects such as office equipment or files up to 15 pounds.
Vision: Close-range vision to read documents and view information on a computer screen.
Organizational Relationship: Reports directly to the Operations Manager or Administrator
Classification: Exempt
Position: Part-time with the potential to become full-time.
Benefits
- Conducive working atmosphere
- Opportunity for advancement
- Training & development
- Paid time off
- Healthcare coverage after 90 days
Compensation: $23 an hour.
Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or be assigned at any time with or without notice.
