Hospice Intake Coordinator

Arc Hospice & Palliative Care; Arlington (TX); On-site; USD 32,000 - 34,000; Full time

Job summary

Arc Hospice & Palliative Care is seeking a Hospice Intake Coordinator (Care Navigator) to serve as the first point of contact for patients, families, and referral partners seeking hospice care. This role coordinates referral information, schedules next steps, and maintains accurate records in a fast-paced call center environment.

The Care Navigator requires consistent on-site presence, bilingual Spanish communication, and will support services across Arc's multi-state service area.

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.
• 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

Bilingual Spanish

Excellent communication

Healthcare call center experience

EMR proficiency

Organized with attention to detail

Education

Associate degree

Healthcare coursework

Tools

EMR systems

Microsoft Office

Call-handling software

Job description

At Arc Hospice & Palliative Care, we are united by a mission to bring comfort, dignity, and compassionate support to every patient and family we serve. Join a team where your work has purpose, and your growth is supported.

Role Snapshot

• Position: Hospice Intake Coordinator (Care Navigator)
• Focus: Intake coordination and first-contact support for hospice referrals
• Schedule: Full-time, Tuesday through Saturday, 10:00a–6:30p CST
• Work Setting: On-site Tue-Fri, work from home Saturday
• Coverage: Supports hospice referrals across Arc's service areas

Role Summary

The Care Navigator serves as the first point of contact for patients, families, and referral partners seeking hospice care, guiding them through the initial steps with clarity and compassion. This role supports timely access to care by coordinating referral information, scheduling next steps, and maintaining accurate records in a fast‑paced call center environment. The position requires consistent on-site presence and bilingual Spanish communication to meet the needs of the communities served. Through attentive coordination and clear communication, the Care Navigator helps ensure smooth, respectful transitions into hospice services for patients and families.

Overview

The Care Navigator manages the initial stages of new hospice referrals across Arc Hospice & Palliative Care’s multi‑state service area. This role is the first point of contact for patients, families, loved ones, and referral sources seeking hospice care. The Care Navigator collects and verifies referral documentation, explains hospice services, verifies insurance, coordinates scheduling with field staff, and ensures timely and compassionate transitions into care. The role requires strong communication and technical skills, attention to detail, and the ability to thrive in a fast‑paced, metrics‑driven call center environment.

Key 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 electronic medical record (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 key performance indicators (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

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.

The compensation range for this position is shown below and reflects the expected pay range for the role. Arc Hospice & Palliative Care is committed to transparency and equity in all compensation practices.

Final pay is determined based on factors such as experience, licensure, location, and business needs at the time of hire. Some roles may be eligible for additional compensation components consistent with Arc Hospice & Palliative Care practices.

Compensation

$23 - $25 USD

Arc Hospice & Palliative Care is an Equal Opportunity Employer and welcomes applicants from all backgrounds to join us in delivering compassionate, inclusive care.

Voluntary Self‑Identification

For government reporting purposes, we ask candidates to respond to the below self‑identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Arc Hospice & Palliative Care’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.