Hospice Intake Navigator (Hybrid/Remote Sat)

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

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.