Jacksonville, FL 32257
Under the direction of the Care Navigation Center Manager, the Care Navigation Center (CNC) Coordinator provides support guiding incoming Community Hospice and Palliative Care, PACE and Home health referrals to the appropriate personnel or other healthcare resource.
S/he completes the referral intake process via telephonic and non-telephonic communications, including but not limited to areas such as insurance verification, scheduling patient and personnel assessments, providing patient and affiliated family members with requested information, and conducting routine follow up check-ins with patients and referral sources ensuring seamless patient admissions to services.
Position Details
- Compensation: Base salary ($19/hr +); full benefits package including 23 days PTO annual
- Work Location In-Office position located at 4266 Sunbeam Road, Jacksonville FL. No work from home available at this time.
- Days/Hours: Flexible shifts; usually M-F 8am-5pm, 9am-6pm, or 730am-4pm with one Saturday or Sunday shift
- Advancement: Opportunities for advancement within the department
Position Responsibilities
- Serves as primary contact for inbound/outbound customer service.
- Provides customer support by phone, fax, or email, to internal and external customers.
- Provides backup support for incoming calls from all lines of business for Alivia Care.
- Appropriately documents phone calls, faxes, portals, medical records and e-mails.
- Facilitates referrals with a high level of customer service and maximizing productivity.
- Responds to various types of service inquiries including: hospice, palliative, PACE and home health services and follows up with potential patients/families in a polite and courteous manner.
- Coordinates the initiation of Hospice services with peers in the Admissions Team, as well as Physicians, Community Agencies, Assisted Living Facilities, Long Term Care Facilities and hospitals, in addition to patients/families/caregivers.
- Provides excellent customer service and maintains an amicable and professional working relationship with referral sources and partners.
- Approaches every referral with the goal of setting an assessment on the same day, schedules assessment visits in a timely and cost-effective manner.
- Inputs data into the appropriate Electronic Medical Record (EMR) and system. Also relays accurate referral information to appropriate personnel.
- Takes ownership of all aspects for referrals and follows up on pending referrals to ensure speed to care.
- Provides Explanation of Services to patients and families either over the phone or face to face.
- Processes referrals with accuracy and in a timely manner.
- Seeks direction from a licensed Nurse when handling complex patient cases that require nursing knowledge of hospice eligibility, including, but not limited to, patients transferring to Community Hospice from out of our service area.
- Maintains a high level of confidentiality of all patient data as outlined in the Health Insurance Portability and Accountability Act (HIPAA).
- Meets the standards of the job, such as productivity, accuracy, quality standards, adherence to schedule, and average handling time.
- Ability to work overtime and weekends as needed.
- Other duties as assigned.
Education & Experience
Any combination of education and/or experience that would provide the required skill and knowledge for successful performance would be acceptable. Typical qualifications would be equivalent to:
- High school diploma, minimum
- Medical degree certificate, example CNA, Medical Coding, etc. or AA degree or higher preferred.
Desired Knowledge/Skills/Abilities
- 5+ years customer service experience.
- 5+ years in a call center environment.
- Preferred experience in a health care environment.
- Intermediate computer skills, intermediate typing, and data entry.
- Excellent time management and organizational skills.
- Demonstrates effective people skills and sensitivities when dealing with others.
We are an equal opportunity employer.
We do not discriminate on the basis of race, color, religion, marital status, age, national origin, disability, pregnancy, genetic information, gender, sexual orientation, veteran status, or any other status protected under federal, state, or local law.
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