Care Navigation Center Coordinator

Jacksonville, FL 32257Under the direction of the Care Navigation Center Manager, the Care Navigation Center (CNC) Coordinator processes patient referrals into all Community Hospice and Palliative Care, PACE and Home Health programs.

S / he applies knowledge of medical terminology using critical thinking skills to complete the intake process for telephonic / non-telephonic initiated referrals.

Amongst other key job responsibilities, these referral processes include data entry, insurance verifications, and scheduling assessments.

The Coordinator relays information to referral sources and potential patients / family members while conducting both patient follow up and referral follow-up ensuring seamless admission to healthcare services.

Position Details

Compensation : Base salary ($19 / hr +); full benefits package including 23 days PTO annual

Days / Hours : Flexible shifts; usually M-F 8am-5pm, 9am-6pm, or 730am-4pm with one Saturday or Sunday shift; no work from home at this time

Advancement : Opportunities for advancement within the department

Job Responsibilities :

Serves as primary contact for inbound / outbound customer service, providing 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 maximizing productivity.

Responds to various types of service inquiries including : hospice, palliative, PACE and home health services, following 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, and 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.

Manages workload with use of scheduler.

Provides Explanation of Services to patients and families either over the phone or face to face, processing referrals with accuracy and in a timely manner.

Seeks direction from an Registered 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.

May provide guidance and / or mentoring to less experienced Care Navigation Center employees.

Ability to work overtime and weekends as needed; performs all 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.
• Successful Level II ACHA (Agency for Healthcare Administration) background screening

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 written and verbal communication skills.

Excellent time management and organizational skills.

Demonstrates effective people skills and sensitivities when dealing with others.