Entity : VNA of Ohio
Title :
Intake & Scheduling Coordinator
Department : Operations
Location : Cleveland, Ohio
Reports To :
Operations Support Manager
FLSA Status : Non-Exempt
h / care was born in 2018 with a serendipitous meeting between two visionary healthcare entrepreneurs as they waited for their e levator in Birmingham, Alabama. United by a shared passion for transforming post-acute care, they spent thousands of hours visiting agencies, listening to caregivers, and gathering feedback from residents and their families. This journey culminated in the founding of h / care in 2023-a company built on a foundation of high touch, high tech, and unwavering trust, dedicated to delivering exceptional care and experiences for both our internal and external customers.
The Community You Will Join
At h / care, we are passionate about transforming the way home-based healthcare is delivered. As part of our Cleveland agencies, you will be joining a team that is deeply rooted in the local community, committed to providing exceptional care, and dedicated to building meaningful relationships. Our local h / care team thrives on collaboration, innovation, and compassion, ensuring every patient receives care that is high-touch, high-tech, and built on trust. We foster a welcoming and supportive environment where every team member's contribution is valued. You'll be part of a mission-driven organization
that prioritizes both the success of our team and the well-being of our patients, making a lasting impact in the lives of those we serve.
h / care's Unique Approach to Care
At h / care, we're revolutionizing healthcare delivery for patients and families of all ages. Frustrated with unpredictable and impersonal care experiences? We've got the solution. Our team of healthcare experts and entrepreneurial leaders has developed the PerfectVisitTM - a standardized approach ensuring high-quality, consistent care every time. By combining compassion with cutting-edge technology, we deliver transformative home-based services, from health visits to hospice care. We implement the Entrepreneurial Operating System ("EOS") to streamline decision-making, cutting through bureaucracy and eliminating unnecessary red tape. With h / care, you're not just receiving a service; you're experiencing care built on community, dignity, and trust. Available 24 / 7, we ensure you're never alone in your healthcare journey.
The Impact You Will Have
At h / care, we believe every patient deserves compassionate, high-quality care from the moment they reach out to us. As an Intake & Scheduling Coordinator, you'll serve as the essential liaison between patients, families, and our healthcare team, ensuring a seamless transition into our services.
Your responsibilities will include managing patient admissions, verifying insurance coverage, and
coordinating schedules for our care team. Your meticulous attention to detail and exceptional organizational skills will ensure that patient information is accurately documented and that our team operates efficiently. By facilitating clear communication and efficient scheduling, you'll play a pivotal role in delivering timely and effective care to those in need.
Key Responsibilities
Streamlining Office Management
- Create a welcoming and organized environment that sets patients and families at ease from the moment they arrive.
- Keep operations smooth by organizing records and filing systems, ensuring everything is ready when it's needed.
- Help intake processes run effortlessly while protecting patient privacy and meeting HIPAA standards.
Creating a Seamless Intake Process
Be the first friendly face or voice patients and families interact with, ensuring their first steps with us are simple and stress-free.Take charge of intakes, referrals, and onboarding, keeping everything accurate and on track.Build lasting partnerships with referral sources to make sure patients get the care they need quickly and efficiently.Coordinating Patient Schedules
Keep care running like clockwork by scheduling patient visits on time and keeping team calendars in sync.Step in to handle last-minute schedule changes and prioritize urgent patient needs with ease.Make interdisciplinary team meetings and care conferences seamless with thoughtful scheduling and preparation.Managing Documentation and Records
Stay on top of paperwork by processing referrals, insurance forms, and care plans with precision.Keep records accessible and compliant with healthcare regulations so the team can focus on patients.Help ensure billing is hassle-free by supporting accurate, timely documentation.Enhancing Communication Across Teams
Be the connector that ensures patients, families, and teams are always on the same page.Pass on urgent updates and patient needs quickly and accurately so nothing falls through the cracks.Collaborate with office and field teams to make care as seamless and impactful as possible.Ensuring Accurate Data Management
Keep patient information and schedules updated in real-time, ensuring everything is always accurate and organized.Verify insurance and authorizations to keep care moving without delays.Track referral outcomes and make sure every patient gets the support they deserve.Engaging with the Community
Be an advocate for our services by attending community events and growing relationships with referral partners.Help connect families and communities to the care they need by spreading the word about what we offer.Crisis and Emergency Support
Be a steady, problem-solving force when emergencies arise, helping teams respond quickly to patient needs.Step in to assist with after-hours scheduling or urgent cases when needed, ensuring no one is left behind.A Typical Day
Operational Metrics Review : Regularly monitor key operational metrics, such as billing turnaround times, accounts receivable status, and patient intake processes. Prioritize actions to ensure efficient and compliant workflows.Morning Preparation : Start the day by reviewing incoming referrals and verifying patient information to ensure a smooth intake process. Organize priorities based on patient needs and team availability.Patient Intake Coordination : Welcome new patients and families, process referrals, verify insurance coverage, and communicate care needs to the clinical team.Schedule Management : Update and manage clinical team calendars to ensure timely patient visits. Coordinate last- minute scheduling changes and ensure efficient routing of clinicians.Documentation Accuracy : Process and organize patient records, ensuring HIPAA compliance. Maintain accurate visit logs, update electronic health records, and support billing with precise documentation.Facilitating Communication : Act as the central hub for patient, family, and clinical team communications. Route calls efficiently, address urgent needs, and provide support for seamless care coordination.End-of-Day Wrap-Up : Finalize updates to patient records, review schedules for the next day, and ensure all tasks and documentation are completed to maintain operational flow.Your Expertise
Education and Experience : High school diploma required, associate's degree in healthcare administration or related field preferred. Previous experience in medical office or home health / hospice setting is a plus.Educational Background : A high school diploma is required, with an associate's degree in healthcare administration or a related field preferred. Current LPN licensure is highly valued, as it enhances understanding of patient care and healthcare coordination.Home Health and Hospice Experience : Experience in home health or hospice settings is preferred, including familiarity with in-home patient care, medical terminology, and healthcare documentation requirements.Technical Proficiency : Proficiency in electronic health record systems is essential, particularly WellSky Kinnser. Familiarity with Microsoft Office Suite and the ability to quickly learn and adapt to healthcare-specific platforms are also critical.Exceptional Communication Skills : A warm, professional phone presence combined with clear, compassionate communication fosters collaboration with clinical teams, patients, and families.Organizational Expertise : Strong attention to detail and multitasking skills are essential. The ability to maintain accurate, up-to-date records ensures the highest level of patient care.Commitment to Compliance : A solid understanding of HIPAA requirements, patient confidentiality, and healthcare compliance standards is required. Your vigilance helps protect patient information and maintain trust.Detail-Oriented Approach : Your meticulous nature ensures accuracy in managing processes, schedules, and records, which is critical for delivering quality care.Additional Expertise
Patient Advocacy : Serve as a patient advocate, ensuring patients receive timely care and their needs are met with empathy and efficiency.Problem-Solving Skills : Demonstrate the ability to resolve scheduling conflicts, handle last-minute changes, and prioritize patient care effectively, even in high-pressure situations.Insurance and Payor Knowledge : Experience with verifying insurance benefits, including Medicare and Medicaid, and understanding reimbursement processes for home health and hospice services.Crisis Management : Manage urgent patient or family needs, ensuring rapid coordination for high-risk or critical cases.Interdisciplinary Collaboration : Facilitate seamless communication among team members, such as nurses, social workers, and chaplains, to provide holistic patient care.Interdisciplinary Collaboration : Facilitate seamless communication among team members, such as nurses, social workers, and chaplains, to provide holistic patient care.Familiarity with Ordering DME and Supplies : Knowledge of ordering durable medical equipment (DME), medical supplies, and coordinating these with community physicians and referral sources.Support for IDG and Resource Facilitation : Assist in preparing for interdisciplinary group (IDG) meetings and help connect patients with necessary resources when needed.Anticipation of Team Needs : Proactively anticipate the needs of the care team, providing field assistance as required to ensure seamless patient care.Your Work Environment
As an Intake and Scheduling Coordinator, you'll enjoy a dynamic role that blends office responsibilities with community engagement. Here's what you can expect :
Office Time : You'll be at the heart of our operations, coordinating patient intakes, managing schedules, and supporting our care team.Community Connections : Step out of the office to visit referral sources, attend community events, and actively promote our services. Your efforts will help build relationships and expand our reach.Patient Interaction : Occasionally, you'll respond directly to patient needs, ensuring they receive timely and compassionate support.This role offers a fulfilling mix of administrative duties and meaningful community involvement, perfect for those who value variety and making a positive impact.
How Success Will Be Measured
Accurate and Timely Documentation : Maintain precise and complete patient records, process referrals and intake paperwork promptly, and strictly adhere to HIPAA guidelines to protect patient privacy.Efficient Scheduling : Coordinate clinical team calendars effectively, reduce scheduling conflicts, and ensure timely and seamless patient visits, including managing last-minute changes with ease.Exceptional Team and Patient Support : Anticipate and respond to the needs of the care team while maintaining smooth office operations. Provide empathetic and resourceful support to patients, families, and referral sources to create a positive care experience.Insurance Verification and Compliance : Confirm patient eligibility, benefits, and authorizations for services, ensuring all activities align with Medicare, Medicaid, and other payer requirements. Maintain knowledge of and compliance with federal, state, and agency regulations.Proactive Communication : Facilitate clear and professional communication between patients, families, referral sources, and the clinical team, ensuring accurate and timely routing of updates and messages.Resourceful Problem-Solving : Handle urgent intake or scheduling challenges effectively, assist with field operations as needed, and ensure patients receive the necessary resources and care.Customer Service Excellence : Demonstrate a compassionate, patient-first approach in all interactions, fostering trust and positive relationships with patients, families, and healthcare providers.Flexibility and Adaptability : Adapt to changing priorities and the evolving needs of patients and the care team while maintaining a focus on delivering high-quality care and operational efficiency.Schedule Expectations
Work Hours : You'll be part of our team Monday through Friday, 8 : 00 AM to 5 : 00 PM. Arrive a few minutes early to get organized and start the day on the right note.Reliability : Be the dependable hub of our scheduling and intake operations, ready to ensure patients and care teams are supported seamlessly every day.Task Completion : Before you head out, make sure all patient intakes, documentation, and scheduling updates are completed to keep operations running smoothly.Flexibility : Be willing to stay a little longer when urgent patient needs arise or when the care team could use extra support to wrap up essential tasks.Community Engagement Flexibility : Occasionally, you may attend community events or visit referral sources outside regular hours to promote our services and strengthen relationships.Urgent Patient Support : Be ready to respond promptly to last-minute patient needs, including coordinating immediate care or managing unexpected scheduling adjustments.Collaboration with Field Teams : Support field staff by ensuring schedules and resources are ready for the day and addressing any changes that arise during the day.Team Member Acknowledgment
I have reviewed this job description and understand the requirements and expectations of the Administrative Assistant position at VNA of Ohio. I acknowledge that this job description is not all-inclusive and that additional responsibilities may be assigned as needed.
Our Commitment to Inclusion & Belonging
h / care is dedicated to fostering a diverse and inclusive workforce. We believe that embracing a variety of perspectives drives innovation, enhances engagement, and enables us to attract top-tier talent to provide the best services and solutions. We welcome applications from all qualified individuals. If you require assistance or a reasonable accommodation during the application and recruitment process, please reach out to us at :
