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!

Benefits available day 1


Role:

The Referral Center Lead operates under the direction of the Senior Manager and assists in the daily workflow of all aspects of the patient intake process during their assigned shift. Possesses ability to facilitate and enhance performance outcomes while promoting high quality standards and supporting effective and efficient delivery of patient care. Establishes and maintains positive working relationships with team members, patients/families, and referral sources. Works in collaboration with the Referral Center, insurance authorization staff, and Admissions Managers to facilitate the admission process. Coordinates the daily activities associated with the intake and admissions workflow including, but not limited to, scheduling of appropriate Admissions staff, monitoring and maintaining department personnel assignments, handling scheduling exceptions, and fulfilling specialized reporting and administrative responsibilities associated with the Referral Center.

Qualifications:

• High school diploma or equivalent; some college preferred, but work experience may be substituted for college
• Prior experience in healthcare field preferred
• Prior staff scheduling and clinical patient care experience strongly preferred
• Knowledge of referral and admissions process
• Skilled in computer operations; knowledge of software, i.e., Microsoft Office, Excel, Outlook, etc.
• Able to perform sedentary work with frequent interruptions
• Able to orient new staff members and provide mentorship to existing staff members
• Detail-oriented with excellent interpersonal and communication (written and verbal) skills

• Works under moderate supervision, exercising some degree of discretion and independent judgment

• Must maintain and demonstrate departmental processes competence and be aware of rules and regulations set by existing policy and procedures; including attending appropriate in-services and/or continuing education program(s)

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 Assurance and Performance Improvement activities as appropriate for the position.

Job Responsibilities:

• Supports the departmental staff  and provides guidance and education to enhance their performance. 

• Responsible for the timely, courteous, and effective handling of all telephone, fax, and email patient inquiries related to referrals.  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.
• Actively processes referrals based on departmental business needs
• Gathers necessary information and required documentation from appropriate sources to ensure complete, current and accurate documentation of patient information and data.
• Positively promotes and clearly explains benefits of hospice services.
• Accurately enters data into information tracking systems, including entering and tracking patient referral file in electronic medical record (EMR).
• Completes outbound calls in order to follow-up and gather current health information as per departmental processes.
• Uses critical thinking to help facilitate admission to hospice care and appropriately escalates to leadership
• Collaborates and schedules admission appointments with patients/families.  Navigates the daily assignment board to ensure timely appointments and maximize efficiencies.

• Enters and schedules into scheduling software timely and accurately handles scheduling, including but not limited to:
  • Timely processing of referrals and pending referral follow-up  
  • Other special clinical exceptions that require escalation to Admissions Leadership
  • Facilitate out of service area transfers in collaboration with Admissions Leadership
• Runs daily operational reports to support the referral to admission process
• Availability before, during, and after emergencies impacting Chapters affiliates, i.e., hurricane
• 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.