Intake Customer Service Representative (Per Diem)

Care New England; Warwick (RI); On-site; USD 42,000 - 54,000; Full time

Job summary

Care New England is seeking a dedicated Intake Customer Service professional to ensure intake information meets admission criteria and is processed accurately for the appropriate team, enabling timely patient service.

The role requires strong communication, experience in health care settings, and proficiency with office software to support efficient patient intake and record-keeping processes.

Qualifications

• Education: High School diploma required; associates degree or technical certification preferred.
• Experience: At least 3 years in health care; call center in health care preferred; managed care experience preferred; knowledge of medical terminology required.
• Sales and/or marketing experience required; strong customer relations and ability to work with a diverse clientele.

Responsibilities

• Responds to referrals and inquiries promptly and courteously.
• Verifies discharge and coordinating with departments for admissions.
• Gathers demographics, physician and emergency contact info, insurance parties, and service needs.
• Transcribes information into records and maintains discharge and referral data.
• Triages referrals by phone using scripts; schedules services and coordinates with RN/LPN or manager.
• Maintains admissions log and coordinates with community liaisons.

Skills

Customer service

Communication

Multitasking

Call center experience

Health care terminology

Education

High School diploma

Associates degree preferred

Tools

MS Office

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.

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 admissions 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.

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.