Care Navigator: Hospice Intake Specialist (Bilingual)

Arc Hospice & Palliative Care Internal Careers; Arlington (TX); On-site; USD 24,000 - 34,000; Full time

Job summary

Arc Hospice & Palliative Care in Arlington, TX seeks a Hospice Intake Coordinator (Care Navigator) to serve as the first contact for patients, families, and referral sources. You will guide them through initial steps, verify referrals, and coordinate scheduling in a fast-paced, on-site call center environment.

The role requires bilingual Spanish communication, strong organizational skills, and compassionate, clear communication to ensure timely access to hospice services.

Qualifications

• High school diploma or equivalent required; associate’s degree or healthcare-related coursework preferred.
• Minimum of 2 years of experience in a healthcare call center, hospice intake, patient scheduling, or related role required.
• Experience in a KPI-driven call center environment is strongly preferred.
• Demonstrated proficiency with electronic medical records, Microsoft Office applications, and call-handling software.
• Excellent verbal and written communication skills, with the ability to handle emotionally sensitive conversations professionally and empathetically.
• Highly organized with strong attention to detail and the ability to manage multiple tasks under time constraints.
• Demonstrated ability to work independently and collaboratively within a fast-paced, service-oriented team.

Responsibilities

• Responds to inquiries and manages initial communications with patients, family members, loved ones, and referral sources regarding hospice services.
• Explains hospice philosophy and services clearly and compassionately to those initiating or exploring care.
• Collects, verifies, and organizes necessary referral documentation, including demographic data, physician orders, and relevant clinical records.
• Verifies insurance coverage and benefits; identifies and flags any issues that may require follow-up with referral sources or internal team members.
• Schedules assessments, visits, and services in coordination with clinical and business development teams, based on urgency and patient/family needs.
• Maintains accurate, up-to-date records in electronic systems including the EMR and referral tracking tools.
• Coordinates closely with intake nurses, admissions staff, and interdisciplinary teams to support seamless transitions into care.
• Handles follow up work on pending referrals, missing documentation, and incomplete charts to prevent delays and ensure regulatory readiness.
• Conducts basic chart audits as part of internal compliance and quality improvement efforts.
• Meets departmental performance expectations and KPIs, including timeliness, data accuracy, and service quality.
• Participates in regular team meetings, shift handoffs, or case discussions as required.
• Performs other duties as assigned

Skills

Verbal communication

Written communication

Bilingual Spanish

Organizational skills

Call center experience

Education

High school diploma

Healthcare coursework/associate degree preferred

Tools

EMR systems

Microsoft Office

Call-handling software

Job description

Arc Hospice & Palliative Care in Arlington, TX seeks a Hospice Intake Coordinator (Care Navigator) to serve as the first contact for patients, families, and referral sources. You will guide them through initial steps, verify referrals, and coordinate scheduling in a fast-paced, on-site call center environment.

The role requires bilingual Spanish communication, strong organizational skills, and compassionate, clear communication to ensure timely access to hospice services.