Job Abstract

Determines customer needs and provides accurate and responsive intake to ensure customer satisfaction. Provides general information to the referrer, patient and community ensuring excellent customer service. Processes and transcribes patient information for referral entry and responds to electronic platforms, faxed or phone referrals. Follows admission criteria and processes referrals accordingly. Works under moderate supervision.

$19.18 - $23.99 Hourly

What We Provide

• Referral bonus opportunities   
• Personal and financial wellness programs  
• Opportunities for professional growth and career advancement and CEU credits  

What You Will Do

• Responds to and resolves non-clinical issues and complaints in an accurate, effective and timely manner. May collaborate with other VNS Health staff or external departments to troubleshoot intake issues or escalate clinical issues to assigned clinical support.
• Handles and routes inbound faxes to designated referral channels and workforce systems across VNS Health.
• Responds to all electronic platforms, phone and faxed referrals. Updates electronic platform with final referral disposition.
• Reviews patient medical records received from referrer and transcribes required information, including demographic, insurance and clinical information into the VNS Health referral system. Attaches clinical documents into the Electronic Medical Record System (EMR).
• Obtains patient insurance and payment information from various sources and submits requested information to Patient Revenue Cycle Department for home care authorization. Verifies information and coordinates acceptance of cases with the department.
• Compiles patient demographic information using medical records, databases, and paper forms and enters it into the referral system. Provides appropriate handoff of information to team members to support a safe and effective discharge for the patient.
• Follows up to ensure that all necessary referral information is received and documented; contacts referrers to request specific missing information or documentation, as directed.
• Works within the Intake system to reconcile and mitigate risk inherent in referral processing.
• Coordinates and obtains outstanding face-to-face encounter forms on referrals.
• Establishes and promotes an ongoing collaborative relationship between VNS Health and/or other facilities, direct caregivers, physicians, nurses, discharge planners, case managers, social workers, etc. to facilitate adequate patient care transition.
• May collaborate with home Visiting MD services on providing home medical services for referred patients without PECOS/OPRA primary physicians.
• May train new Physician on the MD Portal and/or provide ongoing support to portal customers.
• Places orders for supplies, durable medical equipment, laboratory work and other appropriate items needed for the patient.
• Responds to inbound phone calls and determines customer needs while providing accurate and responsive intake and ensuring customer satisfaction.
• Facilitates the safe and timely transfer of patients from a hospital, skilled nursing facility, physician’s office, or other home care site to the care of VNSNY.
• Provides intake support, training, and regulatory compliance oversight to staff responsible for referral processing, consents review and Certification of Terminal Illness (CTIs).
• Coaches and mentors Intake staff on referral cycle processes and procedures.
• May shift into different intake or intake support teams as dictated by operational needs.
• Participates in special projects and performs other duties as assigned.

Education:

• High School Diploma or equivalency required
• Associate's Degree in Health Care, Business or related field preferred

Work Experience:

• Minimum one year of customer service experience, preferably in the healthcare industry (i.e. hospital, long term care, home care setting, or medical office required
• Ability to quickly learn and understand medical terminology required
• Experience entering data, navigating and retrieving information through a mainframe or similar computer system required
• Ability to adapt to change and work in a team based environment required
• Ability to be persuasive, negotiate to win-win outcomes and demonstrate exceptional customer service skills required
• Demonstrated capability to gain commitment, build rapport with others (patients, families, physicians, clinicians, institutions etc.) required
• Strong follow up skills, as well as the ability to manage multiple priorities required
• Knowledge of managed care, Medicare/Medicaid and insurance authorization/billing helpful but not required
• Bilingual skills, as determined by operational needs may be required