Hospice Intake Coordinator

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

Job summary

Arc Hospice & Palliative Care is seeking a Hospice Intake Coordinator (Care Navigator) to be the first point of contact for patients, families, and referral sources. This on-site role supports intake, scheduling, and documentation within a fast-paced call center environment.

The position requires on-site presence, excellent communication, and fluent Spanish, with eligibility to work across Arc’s multi-state service area. You will coordinate referrals and ensure timely transitions into care.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Minimum 2 years in healthcare call center, hospice intake, patient scheduling, or related role.
• Experience in a KPI-driven call center environment is strongly preferred.
• Proficiency with electronic medical records, Microsoft Office applications, and call-handling software.

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 issues requiring follow-up.
• Schedules assessments, visits, and services in coordination with clinical and business development teams.

Skills

Spanish bilingual

Communication skills

Empathy

Organization

Education

High school diploma or equivalent

Associate’s degree preferred

Tools

EMR systems

Microsoft Office

Call-handling software

Job description

Continue your journey with Arc Hospice & Palliative Care.

Whether you’re looking for a new challenge, ready to grow in a different direction, or hoping to serve in a new setting, we’re here to support you.We believe your arc matters too. This internal opportunity is a chance to deepen your impact while staying rooted in the mission that brought you here.

Role Snapshot

• Position: Hospice Intake Coordinator (Care Navigator)
• Focus: Intake coordination and first-contact support for hospice referrals
• Schedule: Full-time, Monday through Friday, 9:00a–5:30p CST (10:00a–6:30p EST)
• Work Setting: On-site call center, office-based
• 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

$21 - $21 USD

We’re grateful for the compassion, dedication, and purpose you bring every day.Thank you for considering your next step within Arc Hospice & Palliative Care.