Intake Coordinator

Agrace; Madison (WI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Free parking

Health, dental, and vision insurance

Retirement plans with employer matches

Generous PTO and holidays

Comprehensive onboarding and career发展

Job summary

Agrace in Madison, WI is seeking an Intake Coordinator (1.0 FTE) to manage inquiries and referrals across hospice and related services. You will serve as the central contact for referral partners, patients, and families, guiding referrals through intake and admission readiness.

The role emphasizes accurate documentation, timely follow-up, and coordination with nursing, admissions, and scheduling to support patient-centered care. This is a front-line, high-volume coordination position.

Qualifications

• High school diploma or GED or equivalent combination of education and work experience.
• Minimum 1 year Customer Service Experience, Insurance or Healthcare experience preferred.
• Experience in hospice, palliative care, home health, skilled nursing, rehabilitation, hospital care coordination, or another post-acute setting.
• Experience using electronic health records, referral-management systems, customer relationship management systems, Microsoft Office, and electronic document-management tools.
• Strong customer service, verbal communication, written communication, listening, prioritization, and problem-solving skills.
• Ability to develop, maintain, and apply knowledge of Agrace service offerings.
• Ability to maintain professional boundaries with patients, families, and co-workers.
• Ability to manage multiple open referrals accurately in a high-volume environment while adjusting priorities as needs change.
• Ability to work effectively and cooperatively with others.
• Ability to multitask and thrive in a demanding environment.
• Ability to lead conversations and resolve conflicts.
• Ability to maintain organization in handling multiple open referrals.
• Competence in culture/ethnicity, gender, race, age, identification, and educational background diversity.
• Proficiency in using Microsoft Windows, Microsoft Office Suite
• Experience with electronic health records (EHR)
• Ability to communicate effectively verbally and in writing.
• Ability to be flexible in time and task to meet organizational needs.
• Ability to maintain confidentiality about patients, families, caregivers, staff, donors, and organizational intellectual property.
• Ability to use proper body mechanics and standard precautions.

Responsibilities

• Receive, log, prioritize, and track inquiries and referrals from various sources.
• Serve as the primary contact for inbound referrals and referral-related questions.
• Respond promptly, establish next actions, and own the referral until admitted, transferred, or closed.
• Identify questions and concerns that delay scheduling and help patients/clients understand services.
• Create and maintain accurate referral records in designated systems.
• Monitor referral queues and follow up to prevent delays.

Skills

Customer service

Healthcare coordination

Communication

Multitasking

Problem solving

Teamwork

Documentation

Attention to detail

Education

High school diploma or GED

Tools

EHR systems

CRM systems

Microsoft Office

Job description

Location: Madison, WI

1.0 FTE (40 hours/week) | Shift | Monday-Friday | 8:30am - 5:30pm

Every 8th Weekend and 1-2 holidays/year

Make a lasting impact with Agrace

Join Agrace, a nationally recognized nonprofit leader in hospice and palliative care. If you are looking for a role that helps support meaningful, patient-centered care, this is your opportunity to make a difference!

How You’ll Make a Difference (Essential Functions)

The Intake Coordinator receives and manages inquiries and referrals for all client/patient facing service lines offered by Agrace. The role serves as a central point of contact for referral partners, patients, clients, families, payers, and Agrace teams. The Intake Specialist acts with urgency, applies sound judgment, and provides clear, compassionate customer service from first contact through referral disposition or admission handoff.

The Intake Specialist maintains ownership of each referral throughout its lifecycle. The role gathers and validates required information, explains Agrace services, coordinates clinical and financial review, schedules timely visits or admissions, documents all activity in designated systems, and communicates status and next steps to those involved.

Key Responsibilities

Receive and manage inquiries and referrals

• Receive, log, prioritize, and track inquiries and referrals from hospitals, physicians, clinics, skilled nursing facilities, patients, clients, families, and community partners.
• Serve as the primary contact for inbound referrals and referral-related questions across Agrace service lines.
• Respond promptly, establish the next action, and maintain ownership until the referral is admitted, transferred, closed, or otherwise resolved.
• Identify and address questions, concerns, and objections that may prevent or delay scheduling or enrollment. Help patients, clients, and families understand available services and the importance of timely follow-up.
• Collect and validate demographic, clinical, payer, physician-order, legal decision-maker, and supporting documentation.
• Review referral information for completeness and obtain missing medical records, medication lists, history and physicals, discharge summaries, orders, advance directives, consents, and other required documents.
• Create and maintain an accurate referral record in the electronic health record, referral-management platform, customer relationship management system, or other designated systems.
• Monitor pending referral queues and follow up consistently to prevent delays or lost referrals.

Coordinate screening, review, and admission readiness

• Gather information about the patient’s or client’s current condition and goals. Help patients, clients, and families understand which Agrace service may best meet their needs.
• Screen referrals for the requested service line, clinical appropriateness, geographic coverage, capacity, payer requirements, and required level of care within the role’s established scope.
• Coordinate clinical review and admission decisions with nursing, medical services, admissions, scheduling, and operational leaders.
• Identify and elevate complex, high-risk, delayed, or incomplete referrals to the appropriate clinical or operational resource.
• Verify insurance benefits and payer eligibility. Obtain or track prior authorization and related documentation when required, including Medicare, Medicaid, Medicare Advantage, and commercial plans.
• Obtain information required for hospice certification and coordinate follow-up with primary care and referring physicians within required regulatory timeframes.
• Coordinate pre-admission face-to-face encounters and assessments for health care decision-making capacity when needed.
• Identify services or programs that may affect admission and coordinate resolution with outside health care organizations and Agrace teams.

Support Quality, performance and team operations. Other duties

• Maintain complete, timely, and accurate documentation that meets Agrace standards, payer requirements, HIPAA privacy requirements, and applicable regulations.
• Support monitoring of referral acknowledgment time, review turnaround time, referral-to-admission conversion, lost-referral reasons, time from referral to admission or start of care, authorization delays, documentation completeness, referral-source satisfaction, admission volume, and forecast accuracy.
• Identify recurring barriers, documentation defects, and workflow concerns. Share findings and participate in improvement efforts.
• Participate in intake coverage schedules, which may include evening, weekend, or on-call coverage based on organizational needs.
• Provide job-shadow opportunities and participate in work groups, meetings, and committees related to position responsibilities.
• Provide informational visits or tours to prospective patients, clients, and families when assigned.
• Perform other duties as assigned. The duties listed are representative and are not all-inclusive.

You Bring (Qualifications)

• High school diploma or GED or equivalent combination of education and work experience
• Minimum 1 year Customer Service Experience, Insurance or Healthcare experience preferred.
• Experience in hospice, palliative care, home health, skilled nursing, rehabilitation, hospital care coordination, or another post-acute setting.
• Experience using electronic health records, referral-management systems, customer relationship management systems, Microsoft Office, and electronic document-management tools.
• Strong customer service, verbal communication, written communication, listening, prioritization, and problem-solving skills.
• Ability to develop, maintain, and apply knowledge of Agrace service offerings.
• Ability to maintain professional boundaries with patients, families, and co-workers.
• Ability to manage multiple open referrals accurately in a high-volume environment while adjusting priorities as needs change.
• Ability to work effectively and cooperatively with others.
• Ability to multitask and thrive in a demanding environment.
• Ability to lead conversations and resolve conflicts.
• Ability to maintain organization in handling multiple open referrals.
• Competence in culture/ethnicity, gender, race, age, identification, and educational background diversity
• Proficiency in using Microsoft Windows, Microsoft Office Suite
• Experience with electronic health records (EHR)
• Ability to communicate effectively verbally and in writing.
• Ability to be flexible in time and task to meet organizational needs.
• Ability to maintain confidentiality about patients, families, caregivers, staff, donors, and organizational intellectual property.
• Ability to use proper body mechanics and standard precautions.

Benefits

• Competitive pay with free parking
• Health, dental, and vision insurance for employees who are hired for 28+ hours per week (.7 FTE +)
• Retirement plans with employer matching
• Generous Paid Time Off (PTO) and holiday paid time off
• Comprehensive onboarding, mentorship, and career development

About Agrace

For more than 45 years, Agrace has been an innovator and leader in both caring for patients and their families, and in educating others about death, dying and grief. We are the largest hospice provider in Wisconsin. Well known for end-of-life care, Agrace also serves people across southern Wisconsin who are aging, seriously ill or grieving.

At Agrace we are strengthened by the unique experiences, cultures and traditions of our staff, patients and clients.

Together, we pursue a vision in whicheveryAgrace staff member is treated fairly, and every patient and client experiences the respectful, individualized care they need and deserve.

We foster a culture of belonging that celebrates people’s uniqueness and leads to meaningful, empathetic connections.

Agrace Health Inc is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.