Job Description 

A fast-paced call center, customer service, and data entry department.

Referrals are prepared for admission to home care. Process internal and external referrals by receiving patient information from a variety of methods. 

Clinical and non-clinical information is obtained and entered into a computerized system.  Relevant information is communicated to all stakeholders.

Respond to external and internal inquiries by providing information and assistance.

Key Responsibilities

Call Center: Answering and triaging all incoming calls into the Referral Service Center

Assisting to facilitate referrals from health care providers to assisting Clinical Liaisons by capturing data points on a referral for liaison to review and follow up on with provider

Educate callers on services provided

Work in electronic referral system 4-Next

Ensure that all requirements for referral acceptance are checked including but not limited to, geography, Insurance, current capacity, agency and CMS compliance

Assist with management and triaging of incoming orders and documents.

Complete tasks as assigned to ensure that all information required for a patient admission is complete for a visit to be scheduled

Referral requests for services are processed ensuring all information is complete and accurate according to Intake policies.

Clinical and non-clinical data is entered, updated, and corrected in computer system according to Intake policies.

Clinical resources are obtained appropriately when decisions required are clinical in nature.

Customers are referred to appropriate agency (e.g., Private Services or Hospice) that will meet their needs.

Referrals are received directly from sale of service clients, 4NEXT and/or the fax server and processed according to department procedures.

Work equipment will be maintained, and problems will be resolved including notification to manager

Communication with all customers is practiced in an effective and efficient manner according to department guidelines of providing excellence in customer service

Preferred Experience

2-3 years clerical experience

Computer skills in Microsoft Office and ability to learn other software applications required

Must be able to work a varied and changing work schedule

Basic medical terminology preferred

Knowledge of insurance, managed care and discharge planning in home health preferred

Highly developed critical thinking communications and customer service skills necessary

Strong written, verbal, and electronic communications skills

Ability to interact effectively with a diverse population

Strong organizational skills and ability to accurately work with detailed information

Additional client information: