Financial Counselor (Office, Intake) - Homecare

Hartford HealthCare Medical Group; Bloomfield (CT); On-site; USD 40,000 - 55,000; Full time

Job summary

Join a leading healthcare network as an Intake Customer Service Coordinator, where your role is vital in ensuring patient experiences are exceptional. You'll handle homecare referrals, coordinate with clinical teams, and maintain accurate records while supporting a positive team environment. If you have a passion for healthcare and excellent communication skills, this is your opportunity to make a difference.

Benefits

Competitive benefits program

Growth and development opportunities

Qualifications

• Minimum of one year recent homecare, healthcare, and/or call center experience preferred.
• High School Diploma or GED required; Associate's Degree preferred.

Responsibilities

• Ensure efficiency and accuracy in completing assigned work.
• Respond to internal and external communications timely and accurately.
• Collaborate and communicate with transitional care staff and clinical colleagues.

Skills

Effective communicator

Problem resolution

Critical thinking

Detail-oriented

Education

High School Diploma

Associate's Degree

Tools

Microsoft Office

Excel

Zoom

Skype for Business

Microsoft Teams

RightFax

Job description

Location Detail: 1 Northwestern Dr Bloomfield (10320)

Shift Detail: M-F with weekend and holiday rotation. 8-4:30pm

Work where every moment matters.

Every day, more than 40,000 Hartford HealthCare colleagues come to work with one common goal: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network.

The creation of the HHC System Support Office recognizes the work of a large and growing group of colleagues whose responsibilities are continually evolving. We now work on behalf of the system as a whole, rather than a single member organization.

With the creation of our new umbrella organization, we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs, and other common practices across the system.

Position Summary:

The goal of achieving excellence in every patient and customer experience is central to the Intake Customer Service Coordinator role. The core purpose is to provide timely and effective responses and initiate homecare referrals, ensuring accuracy and completion of pre-admission protocols, identifying, triaging, and routing calls and inquiries appropriately to other HHC entities and service lines as instructed. The role involves collaborating with transitional care and clinical colleagues throughout the agency to support identification and alignment of appropriate levels of care, services, and programs. Engagement in customer service, call studies, and department analytics is also part of the responsibilities.

The coordinator will become educated on levels of care and services across the healthcare system, facilitate timely coordination of certified or hospice care, and support patient transitions across the post-acute care continuum. They serve as a bridge between the healthcare team and patients or caregivers.

Effective communication skills, self-direction, team support, curiosity, ownership, flexibility, and demonstration of H3W Leadership behaviors are essential.

Position Responsibilities:

1. Ensure efficiency and accuracy in completing assigned work.
2. Adhere to regulatory and agency policies and procedures.
3. This is a non-clinical position within our Central Intake Department, with no face-to-face contact with patients and referral sources.
4. Ensure adherence to referral management protocols, policies, and procedures.
5. Respond to internal and external communications timely and accurately.
6. Act as a team member in regional intake business development liaising with HHCAH staff, departments, and customers both internally and externally.
7. Build and support positive, effective relationships across the continuum and with patients and communities served.
8. Utilize sound judgment to identify risks and safety concerns and triage appropriately.
9. Review pre-admission referral documentation, ensuring completion of pre-admission requirements, including F2F elements, in compliance with policies and regulations.
10. Collaborate and communicate with transitional care staff, clinical colleagues, physician offices, and home care staff to ensure continuity of medical care.
11. Prepare and maintain accurate patient records, charts, and documents.
12. Communicate with management to address issues and ensure satisfaction of patients and referral sources.
13. Provide consultation on community resources and home care issues.
14. Maintain confidentiality according to HIPAA and other regulations.
15. Demonstrate H3W Leadership behaviors and support team culture and initiatives.

Qualifications

Education: High School Diploma or GED required; Associate's Degree preferred.

Experience: Minimum of one year recent homecare, healthcare, and/or call center experience preferred.

Skills/Desired Attributes:

• Positive outlook
• Effective communicator
• Proficient in Microsoft Office, Excel, and other technology (Zoom, Skype for Business, Microsoft Teams, RightFax)
• Interest in problem resolution and process improvement
• Creative team thinker
• Strong problem resolution and critical thinking skills
• Excellent oral and written communication skills
• Self-directed with team support spirit
• Detail-oriented
• Ability to perform in a high-quality production environment
• Able to sit 90% of the day
• Travel up to 10% for onsite meetings and training

We take great care of careers. Hartford HealthCare offers exciting opportunities for growth and development, with locations across the state. We provide a competitive benefits program to support work/life balance. Every moment matters. And this is your moment.