Navigation Center Coordinator - Hospice of Cincinnati

TriHealth; Blue Ash (OH); On-site; USD 52,000 - 66,000; Full time

Benefits offered by this job

Shift differentials

Professional growth

Benefits package

Tuition reimbursement

Job summary

TriHealth Hospice in Cincinnati is seeking a Navigation Center Coordinator to support patients and families during some of life’s most vulnerable moments. You will be a trusted resource for nurses, physicians, caregivers, and loved ones, helping maintain comfort, dignity, and continuity of care.

This full-time role is ideal for compassionate, independent workers in a field-based/home-care setting; you will handle referrals, scheduling, and crisis situations while upholding patient-centered care

Qualifications

• High School Diploma or GED (Required)
• 1-2 Years Experience Customer Service (Required)
• Computer proficiency in MS Office
• EPIC typing proficiency
• Medical terminology
• Excellent verbal and written communication
• Customer service
• Negotiations skills
• Independent thinker

Responsibilities

• Coordinates and schedules consultation/admission visits in EPIC.
• Manages Consult/Admission scheduling queue for pending referrals in EPIC.
• Assists in coordinating discharges, readmits, and transfers.
• Reconciles IPCC bed availability and coordinates transport times.
• Demonstrates courtesy and respect toward patients, professionals, and team.
• Maintains professional relationships and communicates with internal/external customers.
• Monitors office processes and verifies document accuracy.
• Receives and routes referrals, data entry in EPIC, and follow-up in queues.

Skills

High School Diploma

Customer Service

MS Office

EPIC typing

Medical terminology

Verbal communication

Written communication

Negotiation skills

Independent thinking

Education

High School Diploma or GED

Tools

MS Office

EPIC

Job description

Job Description

Step into a meaningful role within our Hospice Care Team as Navigation Center Coordinator dedicated to supporting patients and families during some of life’s most vulnerable moments. You’ll serve as a trusted resource for nurses, physicians, caregivers, and loved ones, helping maintain comfort, dignity, and continuity of care.

This opportunity is ideal for someone who is compassionate and confident working independently in a field-based or home‑care setting. A passion for supporting colleagues, providing calm reassurance, and upholding the highest standards of patient-centered care will make you an invaluable part of our hospice mission.

Location

Hospice of Cincinnati - 4360 Cooper Rd, Cincinnati, OH 45242

Work Schedule

• Full Time (40 hours weekly) (rotating weekends and holidays)
• Evening

Incentives & Benefits

We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement. Please use the link to view TriHealth’s benefits: https://careers.trihealth.com/what-we-offer/benefits

Learn More about Hospice

https://hospiceofcincinnati.org/

Job Overview

Under supervision, this multi‑functional position supports staff, management, and clinical personnel by executing specific, essential clerical and coordination duties. As initial contact to HOC for incoming referral inquiries, is responsible for referral processing and scheduling, along with ensuring documentation accuracy and integrity within the electronic records system (Epic). Consistently displays empathy and professionalism while adhering to associated processes and tasks. Requires excellent communication skills with the ability to manage patient/family emotions and confrontational customers, as well as provides comfort with difficult topics. At times, deals with crisis situations; must be able to manage effectively. Positively communicates with both HOC staff and referral contacts and follows appropriate channels for problem identification and resolution.

Job Requirements

• High School Diploma or GED Degree or GED (Required)
• 1 - 2 Years Experience Customer Service (Required)
• Computer proficiency in MS Office
• EPIC typing proficiency
• Medical terminology
• Excellent verbal and written communication
• Customer service
• Negotiations skills
• Independent thinker

Job Responsibilities

Coordinates and schedules consultation/admission visits for clinical staff in EPIC. Continuous management of Consult/Admission scheduling work queue for pending referrals in EPIC. Assists in coordinating discharges, readmits, and division transfers to IPCC's. Reconciles the IPCC's bed availability and coordinates transport time for acute/respite patients.

Demonstrates courtesy, respect toward patients, professionals and team members

Develops and maintains professional, positive relationships and communicates effectively with internal and external customers. Exhibits professional phone and open office etiquette, excellent written and verbal communication, and customer service skills. Acknowledges the work of the department as a shared responsibility and participates fully.

Monitors office processes; checks documents and communication for accuracy.

Receives and processes referrals, completing data entry of referrals from all internal and external referral sources, triage of complex referrals, follow‑up on pending referrals in appropriate work queues, recordkeeping, DocuSign, correspondence, scanning pertinent documents, and patient contact.

Receives and routes incoming calls to appropriate recipient(s), effective problem resolution and excellent internal and external customer service skills. Effectively manages calls that deal with crisis situations.

Thoroughly collects, documents and accurately enters data on new referrals into EPIC, including verification of eligibility and benefits with reimbursement sources, utilizing appropriate work queues for communication. Also includes referral processing and updating documentation to reflect current status, coordinating CNP notification and generating requests to physicians via DocHalo, email or phone.

Working Conditions

• Climbing - Rarely
• Concentrating - Consistently
• Continuous Learning - Consistently
• Hearing: Conversation - Consistently
• Hearing: Other Sounds - Consistently
• Interpersonal Communication - Consistently
• Kneeling - Rarely
• Lifting <10 Lbs. - Rarely
• Lifting 50+ Lbs. - Rarely
• Lifting <50 Lbs. - Rarely
• Pulling - Rarely
• Pushing - Rarely
• Reaching - Rarely
• Reading - Consistently
• Sitting - Consistently
• Standing - Occasionally
• Stooping - Rarely
• Talking - Consistently
• Thinking/Reasoning - Consistently
• Use of Hands - Consistently
• Color Vision - Consistently
• Visual Acuity: Far - Consistently
• Visual Acuity: Near - Consistently
• Walking - Frequently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, We Believe There Is No Responsibility More Important Than To SERVE Our Patients, Our Communities, And Our Fellow Team Members. To Achieve Our Vision And Mission, ALL TriHealth Team Members Are Expected To Demonstrate And Live The Following

Serve: ALWAYS...

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel: ALWAYS...

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service

Respect: ALWAYS...

• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone's opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.

Value: ALWAYS...

• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage: ALWAYS...

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community