Access Intake Supervisor

Job Description

Job Description

Full-and Part-Time Employee Benefits

Medical, Dental, and Vision Insurance

Company paid life insurance policy up to $15,000

FSA and FSA Dependent care

Supplemental Insurance such as Short-term disability, Long-Term disability, etc.

401(k) retirement plan with company match

Paid time off (PTO) program to total up to 208 hours a year

Tuition and certification reimbursement for qualified employees

Employee Assistance Program (EAP).

Free parking at all locations.

Mileage reimbursement for company travel.

Compensation

Arkansas Hospice offers competitive wages and base our pay rates off each candidate’s years of experience. The rates that are listed on the Indeed job site are not ours and are not accurate.

POSITION SUMMARY

The Intake Supervisor receives incoming calls for referral to hospice care, processes referrals and coordinates the activities of Access Clinicians and Access Intake Specialist. Ensures response to the referral request are handled in a timely manner, ensures the referral and admission processes are completed in accordance with applicable regulations and hospice policies, markets Arkansas Hospice services to referral sources, trains other team members in the admission processes and works with other departments and services to ensure the smooth transition of patients from the Access Team to the appropriate hospice interdisciplinary group (IDG).

QUALIFICATIONS

Education : High school diploma or GED required; some college or training in a health-related field preferred.

Experience : A minimum of two years experience in a hospital, home health agency, hospice, or related program.

Additional Requirements : Valid Arkansas driver’s license, car, car insurance required. Must be able to travel to various locations.

PRIMARY RESPONSIBILITIES

1. Greets customers on the telephone, answers general information questions, records patient information, and enters or oversees entry of all referral calls into electronic medical record.

2. Serves as a resource for information and support to referred patients, families and referral sources concerning potential hospice care.

3. Follows appropriate referral intake process when taking referrals.

4. Contacts appropriate Access Clinician with referral information and scheduled appointment.

5. Ensures timely transfer of all admission information to appropriate team members.

6. Maintains all information relevant to the Access Team in an accessible, designated location.

7. Maintains a working knowledge of Medicare criteria for hospice eligibility and hospice levels of care and educates colleagues, as needed.

8. Maintains a working knowledge of coding for hospice diagnoses and educates colleagues as needed.

9. Oversees Arkansas Hospice Ottenheimer In-patient Center bed availability, in conjunction with In-patient center Manager and Physician.

10. Effectively communicates with patients, families, interdisciplinary team members, and other healthcare providers.

11. Tracks information on the referral and admission process (such as timeliness, conversion rates, etc.), monthly and as needed, to identify opportunities for improvement and make recommendations to supervisor, to meet AH admission goals.

12. Monitors follow up calls / visits by Access Clinicians to ensure timeliness of contact as per AH follow up goals.

13. Assembles (or oversees assembling of) weekend admission plan for on-call staff.

14. Ensures appropriate follow up for referrals received after hours and weekends.

15. Assists with making the hospice admission paperwork visit when needed. Will make at least one visit every 6 months to maintain skills.

16. In conjunction with supervisor, provides monthly orientation and training class on referral and admission process.

17. Immediately notifies supervisor regarding complaints or problems identified with the referral and admission process.

18. Immediately notifies supervisor of any patient care issues discussed during conversations with referral sources.

19. Develops and maintains relationships with referral sources.

20. Immediately notifies appropriate staff member when new facility contract needed for admission of potential patient to Arkansas Hospice.

21. Interacts appropriately with supervisor, patients, family members and all other customers. Communicates with other staff in a manner that facilitates team building.

22. Models excellent customer services skills at all times.

23. Is productive and uses time and resources efficiently.

24. Participates in Performance Improvement activities.

25. Accomplishes department objectives by supervising staff and organizing and monitoring work processes.

26. Maintains staff by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.

27. Accomplishes staff job results by coaching, counseling, and disciplining employees in cooperation with Access Manager

28. Maintains strict confidentiality at all times.

29. Accepts direction and follows instructions from supervisor.

30. Adheres to all organizational and departmental policies and procedures.

31. Continually meets organizational standards for attendance and punctuality; notifies supervisor in a timely manner when employee will be absent or late for work.

32. Attends all required meetings and in-services; seeks opportunities for additional professional development activities as appropriate.

33. Performs other duties as assigned.

COMPETENCIES, KNOWLEDGE, SKILLS, AND ABILITIES

THIS SECTION DESCRIBES WHAT KNOWLEDGE, SKILLS AND ABILITY AN EMPLOYEE IN THIS POSITION SHOULD CURRENTLY POSSESS. THIS LIST MAY NOT BE COMPLETE FOR ALL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED FOR THIS POSITION.

1. Ability to utilize excellent customer service skills.

2. Knowledge of medical records and medical terminology.

3. Knowledge and acceptance of hospice philosophy and principles of care.

4. Skill in organizing and prioritizing workload.

5. Ability to recognize both positive and negative aspects of death and grief.

6. Ability to communicate effectively both orally and in writing.

7. Ability to communicate effectively with co-workers and other customers

8. Ability to follow basic safety policies and procedures.

9. Ability to use good judgment and to maintain confidentiality of information.

10. Ability to motivate team members, lead team processes, and work as a team player.

11. Ability to demonstrate tact, resourcefulness, patience and dedication.

12. Ability to accept direction and adhere to policies and procedures.

13. Ability to work in a fast-paced environment.

This position is designated as a safety sensitive position because it performs the above listed functions while regularly working with confidential and / or proprietary Arkansas Hospice and patient information, including but not limited to patient medical records, current or former employee information, Arkansas Hospice records, and other information that the employee regularly uses to perform job functions.