Care Access Coordinator

It’s inspiring to work with a company where people truly BELIEVE in what they’re doing!

When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success!

Role:
The Care Access Coordinator performs daily intake tasks that include, but not limited to, handling, processing, and responding to incoming telephone, fax, and email inquiries and referrals; completing outbound calls as practices specify. Responsible for scheduling of all referrals with admission staff and communicating with Clinical Liaisons in facilities to ensure follow-up of patients. Establishes and maintains positive relationships with team members, patients/families and referral resources; works in collaboration with the care access staff, insurance authorization staff, advanced practice clinicians, and Admission RNs to enhance the admission process.

Qualifications:

• High school diploma or equivalent; some college coursework preferred
• Minimum of one (1) year of office/customer service experience
• Hospice, home health and/or healthcare experience preferred
• Prior experience in a contact center environment and/or staff scheduling and/or clinical patient care experience strongly preferred
• Bi-lingual in Spanish preferred
• Able to perform sedentary work with frequent interruptions
• Excellent time management skills with the ability to prioritize demands to meet patient service standards and deadlines
• Effectively handles stressful situations professionally and calmly
• Ability to demonstrate patient service skills and effective communications (written and verbal)
  • Information seeking / probing skills
  • Accurate knowledge transfer
  • Listening, understanding and responding
• Able to multi-task (think, talk, type) in a fast paced environment utilizing interpersonal skills to maximize caller reassurance
• Ability to work in a cooperative team environment
• Able to exhibit a sense of urgency in daily work activities
• Skilled in computer operations; proficiency in MS Office software applications, on-line research and proven data entry and navigation skills
• Available to work shifts to accommodate extended hours of operation as scheduled

Competencies:

• Satisfactorily complete competency requirements for this position.

Responsibilities of all employees:

• Represent the Company professionally at all times through care delivered and/or services provided to all clients.
• Comply with all State, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures and standard practices.
• Observe the Company's health, safety and security practices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
• Use resources in a fiscally responsible manner.
• Promote the Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support Company research and educational activities.
• Share expertise with co-workers both formally and informally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.

Job Responsibilities:

• Responsible for the timely, courteous and effective (1) handling of all telephone, fax, and email patient inquiries related to patient access and (2) communication with patients/families to schedule admission visits.  Clients include current and prospective patients, friends, or family members, Powers of Attorney, care providers, physicians, nursing staff, nursing homes and Assisted Living Facilities (ALFs), hospital staff, and others, as appropriate.
• Gathers necessary information and required documentation from appropriate sources to ensure complete, current and accurate documentation of patient information and data.  Completes outbound calls in order to follow-up and gather current health information as directed by Patient Access leadership.
• Accurately enters data into information tracking systems, including entering and tracking patient referral file in electronic medical record (EMR).  Follows up with referral sources to obtain missing data and makes notations in the EMR record to communicate missing data.
• Enters and schedules into scheduling software timely and accurately.  Handles scheduling including, but not limited to:
  • Timely hospice evaluations-every referral to be seen on same day
  • Unexpected changes in staff assignment 
  • Other special clinical exceptions (i.e., complex care review)
  • Out of service area transfers
  • Medical record review
• Positively promotes and clearly explains benefits of Chapters Health System’s services and works to ensure that referrals are addressed in a timely, effective and efficient manner.
• Works collaboratively with the Care Access team to ensure that referrals are scheduled in a timely manner and as soon as possible to meet the patient/family needs.  Ensures medical staff’s face-to-face evaluation visit prior to the RN assessment.
• Utilizes appropriate support/expert resources or personnel to resolve complex or difficult situations.
• Adheres to expected productivity and accuracy targets established by management.  Navigates the daily assignment board to ensure timely appointments and maximize efficiencies.
• Performs other duties as assigned.

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy.