PURPOSE AND SCOPE:

Receives and processes calls and emails for patient admission to clinics and home programs. Coordinates inbound referral calls and admissions for specified area obtaining and entering the pertinent patient data into the database in compliance with business unit and company standard operating procedures and all local, state and federal regulatory requirements.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Acts in a case management capacity by initiating the patient intake, working with referral sources and discharge planners, obtaining medical records in a timely manner.
• Serves as the primary contact for the initial administration of patient referral calls and communications regarding patient admission to the clinics (chronic and/or acute) and home programs. Coordinates this admissions process from the initial request for admission to the final authorization ensuring all aspects of patient confidentiality are maintained at all times.
• Demonstrates to be subject matter expert for Patient Intake Coordinator duties and responsibilities.
• Ensures all intake data for admissions requests are collected, completed and communicated according to the established standard operating procedures and in compliance with all regulatory requirements.
• Obtains the necessary information - demographic, financial and clinical and other pertinent data - from the referral agency to initiate the process.
• Interviews patient, patient's representative, or referral source to obtain the necessary personal and financial data to determine eligibility for admission.
• Utilizes the appropriate call tracking and admissions program systems applications to ensure accurate documentation of calls.
• Maintains and updates database with current data, pertinent information, and status of the admissions referral as appropriate, recording details of the enquiry/referral, complaints and issues.
• Completes the preliminary paperwork and standard admissions forms to ensure efficient processing of admissions.
• Coordinates with the Patient Intake Coordinators to establish appropriate placement of patients according to vacancies rates and capacity of relevant clinics.
• Promotes the efficiency of admissions process by answering phones and assisting callers in a professional and timely manner escalating issues to supervisor as necessary.
• Works closely with applicable billing groups to request and obtain insurance verification in a timely manner.
• Works in limited rotation with own case load to assist their assigned team. As needed will assist entire department with files in particular during transient season.
• Communicates with individual clinics to ensure medical record approval and prompt scheduling of patients and forwards necessary documents and records to the appropriate receiving facilities.
• Collaborates with facility staff and region management to effectively resolve issues impacting a patient's admissions process.
• Immediately communicates to supervisor any admissions denials from clinics or billing groups for further action and communication with the RVP.
• Provides management with continual evaluation of effectiveness of processes and procedures, recommending methods to improve operations, efficiency and service to customers.
• Acts as a backup, assisting the supervisor with the assignment of daily tasks and duties for each team as these relate to placement of admissions, follow-up work, coordination and review of medical records.
• May monitor through the guidance of the supervisor assigned PIC's calls and works through periodic review of the call monitoring system ensuring the appropriate level of quality and accuracy, providing coaching and feedback as needed.
• Per the direction of the supervisor, may provide feedback of the PIC's knowledge regarding their primary duties, identifies need for additional training and provides remedial education as necessary.
• As needed will intervene in challenging situations involving patient admission processes with escalation to the appropriate manager as necessary (e.g. delayed or difficult insurance verifications, placement issues, coordination of transient placements, etc.).
• Assists in the mentorship of new staff members to facilitate attainment of required job skills and knowledge and intervenes where necessary to ensure appropriate treatment of situation and task.
• May ensure all actions taken and all tasks performed by team are according to division and company policies and department standard operating procedures.
• Other duties as assigned.
• Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION:

• High School Diploma required; Associate's Degree desirable; and Bachelor's Degree strongly preferred

EXPERIENCE AND REQUIRED SKILLS:  

• 4 - 6 years' experience in a Patient Intake Coordinator, customer service, call center, contact center or information processing environment, preferably in a healthcare-related field. 
• Excellent customer service, communication, organizational and interpersonal skills required.
• Detail oriented with the ability to enter information accurately into a database system.
• Working knowledge of standard office applications - email, word processing, spreadsheets, and presentations.
• Completion of and compliance with the Marketing and Business Development Functional Compliance Program.
• Ability to adapt to change and support new policies and procedures in a positive manner.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Ident

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.