Intake Customer Service Representative

VNA Home Health & Hospice; Warwick (RI); On-site; USD 42,000 - 56,000; Full time

Job summary

Care New England Health System is seeking an Intake Customer Service professional to ensure intake information meets admission criteria and is processed accurately to route to the appropriate team for timely patient care.

The role involves answering referrals, coordinating admissions with multiple departments, and maintaining complete, organized records while providing courteous service to diverse clients.

Qualifications

• High School diploma required; an associate degree or technical certification preferred.
• Three years of healthcare experience required; call center experience preferred.
• Sales and/or marketing experience is a plus; customer relations with diverse clientele preferred.

Responsibilities

• Respond to referral sources promptly, efficiently, and pleasantly.
• Perform all intake responsibilities accurately and completely.
• Verify discharge reports and coordinate with other departments as needed.
• Transcribe information into records and maintain accurate filing systems.
• Coordinate admission-related tasks, including lab work, DME, and oxygen documentation.

Skills

Customer relations

Multitasking

Office procedures

Computer skills

Education

High School diploma

Associate or technical certification

Tools

MS Office

Microsoft Word

Microsoft Excel

Job description

Job Summary

To continue “bringing the caring home and keeping the heart in all we do” the Intake Customer Service person ensures intake information meets established admission criteria and is processed accurately and efficiently to the appropriate team in order to service the patient in a timely manner.

Job Summary

To continue “bringing the caring home and keeping the heart in all we do” the Intake Customer Service person ensures intake information meets established admission criteria and is processed accurately and efficiently to the appropriate team in order to service the patient in a timely manner.

Duties & Responsibilities

• Ensures all referral sources are responded to efficiently effectively and pleasantly.
• Performs all customer service intake responsibilities in an accurate and complete fashion.
• Verifies patients have been discharged by confirming reports and contacting other departments as needed.
• Checks for discharge for any referrals and ensures all admittances are prepared according to schedule.
• Responds to all log inquiries from private duty services and other community resources.
• Answers phones follows up on referrals and gathers appropriate information including demographics physician contact and emergency contact info insurance related parties anticipated services fax med sheet /order for HH. Forwards self-referrals directly to RN/LPN or manager.
• Transcribes all information into records maintains E Discharge and transcribes all IAR’s and other referral information.
• Contacts all patients (especially referrals from Dr offices) using script to triage for appropriateness acceptance and scheduling to service verifying information for accuracy.
• Arranges lab work /DME/oxygen and documents according to standard.
• Accepts and documents calls/faxes from Community liaisons.
• Maintains running log of all admissions including liaisons. Completes any outstanding or delegated intake info from liaison.

General Office Duties

• Coordinates the distribution of correspondences within the department as necessary.
• Establishes and maintains an efficient effective secured well-organized and up-to-date record-keeping and filing system.
• Proficient in automated office system (i.e. Microsoft Word Excel) and any other software to perform various administrative duties.
• Consults with RN as needed to complete records verify coding and insure timely customer services and complete accuracy of records.

OCCASIONAL DUTIES: Participates in organizational meetings and training venues as requested. Serves on appropriate agency committees. Serves as a preceptor or peer guide for students or new employees as requested.

Requirements

EDUCATION: High School diploma required. Associates degree/technical certification preferred.

EXPERIENCE: Three (3) years prior experience in health care setting required. Experience working in a call center related to health care is preferred. Managed care experience preferred and knowledge of medical terminology required. Sales and/or marketing experience required. Must have customer relations experience comfortable working with a diverse clientele. Demonstrated competency in office/administrative procedures. Demonstrated ability to use computers set up filing/record-keeping systems and manage multiple priorities. Need to be proficient with PCs- experience with various software packages MS Office required.

About Us

Care New England Health System (CNE) and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, is a trusted, integrated health care organization that fuels the latest advances in medical research, attracts the nation’s top specialty-trained doctors, hones renowned services and innovative programs, and engages in the important discussions people need to have about their health and end-of-life wishes. Care New England is helping to transform the future of health care, providing a leading voice in the ongoing effort to ensure the health of the individuals and communities we serve.

EEO Statements

Americans with Disability Act Statement: External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.

EEOC Statement: Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Ethics Statement: Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.