Coordinates the admission process to maintain departmental policies and procedures to ensure that the level of treatment and clinical services is appropriate to all patient’s needs.

Responsibilities:

· Performs and is capable of demonstrating all essential Customer Service job functions.

· Receives and responds to incoming calls from referral sources and/or potential patients, exchanges information to identify the organization’s ability to meet the needs of the patient, on a case-by-case basis.

· Advises appropriate staff of patient acceptance and provides all relevant information to ensure patients’ smooth transition to home care and contacts referral sources to advise of referral status, and provides to the clinical team who will deliver the services requested, OR;

· Assists referral sources and/or patients with alternative community resources or equipment providers when the Company is unable to meet the needs of the referral source and/or patient.

· Documents and routes all calls in a manner consistent with the organization’s policies and procedures. Conducts courtesy follow-up calls, as required by Company policy and procedure.

· Conducts customer satisfaction surveys, as required by Company policy and procedure.

· Identifies potential payer sources, verifies benefits with payer sources (as required by department organizational structure), negotiates rates and obtains initial authorizations from case managers.

· Establishes primary payers and documents conversations with payer sources.

· Accesses national or regional account information, including the names of accounts and terms of the contracts as appropriate and communicates these conversations to appropriate department staff as needed.

· Works with the Intake team, branch staff, and patients to identify potential solutions as problems are identified with payer sources.

· Monitors and tracks referral sources’ satisfaction levels.

· Communicates customer service issues to management, as appropriate.

· Participates in Improvement of Operational Performance (IOP) activities.

· Participates in traditional and e-learning programs.

· Ensures compliance with Company policies and procedures.

· Works effectively with other company employees, managers, and departments.

· Performs all job functions with Company Mission, Vision, and Goal Statements in mind.

QUALIFICATIONS

• The ideal candidate has previous experience working in a customer service or administrative role.
• Strong organization skills, able to multi-task, and can manage time to meet frequently changing deadlines in a fast-paced environment
• Excellent communication, customer service, and problem-solving skills, including the ability to maintain composure under stress
• Excellent telephone skills
• Highly professional and dependable
• Proficient computer and Internet skills
• Previous customer service or administrative experience required; health care and/or home care experience preferred
• High school diploma or GED required

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Work Location: In person