PRN Sales Support Specialist

Well Care Health; Wilmington (DE); On-site; USD 42,000 - 64,000; Full time

Job summary

Well Care Health in Wilmington, Delaware seeks a Referral Coordinator to monitor and process incoming referrals, ensuring timely acceptance or escalation per policy. The role involves validating SOC/ROC packets, coordinating handoffs via Mosai, and maintaining accurate documentation while supporting Home Health and Hospice referrals.

The candidate should have at least two years of computer experience in healthcare, strong communication skills, and familiarity with referral portals and patient

Qualifications

• Two years of computer experience, preferably in healthcare.
• Prior experience in customer service, physician relations, referral intake, portal management, or medical insurance verification.
• Strong written and verbal communication skills and attention to detail.

Responsibilities

• Monitor referral portals and review referrals promptly.
• Apply clinical and operational criteria to accept or decline referrals within 15 minutes.
• Retrieve and validate SOC and ROC referral packets.
• Complete referral handoffs through Mosai platform and designated channels.
• Track disposition, missing documentation, escalations, and requirements.
• Support home health and hospice referral coordination as needed.
• Maintain HIPAA confidentiality and Well Care policies.

Skills

Communication skills

Customer service

Education

High School Diploma or equivalent

Secondary education preferred

Tools

Microsoft Office

Microsoft Teams

Electronic medical records

Referral portals

Job description

PRIMARY JOB DUTIES

1. Monitors assigned referral portals and promptly reviews incoming referrals for the designated branch or region.
2. Applies standardized clinical, capacity, payer, service area, and operational criteria to accept, decline, or eliminate referrals within 15 minutes of receipt.
3. Retrieves, reviews, and validates SOC and ROC referral packets, including required demographic, insurance, physician, order, and face-to-face documentation.
4. Completes referral handoffs through the Mosai platform and designated Portal Branch Teams channels according to established procedures.
5. Tracks referral disposition, missing documentation, escalations, and outstanding requirements through completion.
6. Supports Home Health and Hospice referral coordination, including identification of potential non-billable Home Health discharges associated with Home Health-to-Hospice admissions.
7. Maintains performance standards, customer service, confidentiality, and compliance with Well Care policies and HIPAA requirements.

1.0 55% QUALITY OF WORK

1. 1.1 35% Monitors and processes assigned referrals accurately and timely as evidenced by:
   • Monitors assigned portals and reviews incoming referrals for designated branches or regions.
   • Applies standardized clinical, capacity, payer, service-area, and operational acceptance criteria to accept, decline, or elevate referrals within 15 minutes.
   • Identifies duplicate referrals, incomplete records, and discrepancies requiring correction or additional documentation.
   • Reviews staffing availability, service-area coverage, branch holds, and operational delays when supporting referral acceptance decisions.
   • Follows established clinical approval and escalation procedures for urgent, complex, or potentially delayed referrals.
2. 1.2 20% Retrieves, validates, and communicates referral information according to agency procedures as evidenced by:
   • Retrieves and validates SOC and ROC referral packets, including demographics, insurance information, physician information, orders, and face-to-face documentation.
   • Verifies the primary care, attending, and order-signing physician, as applicable.
   • Uploads SOC packets to the Mosai platform and ROC packets to the designated Portal Branch Teams channel.
   • Tags the appropriate Clinical Manager for ROC referrals and tracks acknowledgment and follow-up through completion.
   • Communicates missing or conflicting information to the appropriate internal or external contact and promptly escalates unresolved issues.

2.0 25% PRODUCTIVITY/USE OF TIME

1. 2.1 20% Organizes, tracks, and completes referral-support work effectively and efficiently as evidenced by:
   • Tracks referral disposition, missing documentation, escalations, and outstanding requirements through completion.
   • Maintains assigned referral logs, hospital hold reports, and other tools needed to provide visibility into referral status and workload.
   • Responds to Account Executive, Clinical Manager, and operational leader requests for referral packets, documentation, and referral follow-up.
   • Provides portal and referral coverage for assigned branches or regions and responds to applicable Intake Clarus calls as assigned.
   • Supports data-quality and timeliness reviews by maintaining accurate, complete, and timely referral documentation.
2. 2.2 5% Maintains and adjusts schedule to enhance team performance as evidenced by:
   • Reports to work on time and returns promptly from breaks and meals.
   • Manages personal schedule and time off to support consistent regional coverage.
   • Assists team members to ensure completion of assignments and demonstrates flexibility with changing workload, coverage, and regional needs.

3.0 10% PERFORMANCE MANAGEMENT

1. 3.1 10% Maintains established performance standards as evidenced by:
   • Maintains referral acceptance or decline response times of 15 minutes or less.
   • Works toward the established referral-conversion expectation, currently targeted at 75%, subject to payer, branch, capacity, and service-area conditions.
   • Monitors conversion, branch and payer mix, response time, workload, declination patterns, outstanding orders, and documentation completeness.
   • Consistently follows standardized referral acceptance, escalation, documentation, and handoff processes.

4.0 10% TEAMWORK, MISSION, VISION, VALUES

1. 4.1 10% Demonstrates positive interpersonal relations and supports coordinated care as evidenced by:
   • Works collaboratively with Account Executives, Clinical Intake, Clinical Managers, branch leaders, referral sources, physicians, and other team members.
   • Responds to internal and external customers in a courteous, sensitive, respectful, and timely manner.
   • Maintains confidentiality and complies with Well Care HIPAA, privacy, and information-security policies.
   • Communicates ideas for improving referral workflows and promptly reports unresolved problems.
   • Identifies potential non-billable Home Health discharges associated with Home Health-to-Hospice admissions and alerts the appropriate Home Health and Hospice Clinical Managers.
   • Supports hospice referral activities as assigned, including documentation retrieval, urgent admission coordination, information visits, and referral conversion or handoff tracking.
   • Demonstrates the mission, vision, and values of Well Care in daily work.

JOB SPECIFICATIONS

1. Education: High School Diploma or equivalent. Secondary education preferred.
2. Licensure / Certification: Not required.
3. Experience: At least two years of computer experience, preferably in healthcare. Prior experience in customer service, physician relations, referral intake, portal management, or medical insurance verification preferred.
4. Essential Technical Skills: Must be able to write, use the telephone, read, and speak clearly. Computer literate with demonstrated experience using Microsoft Office, Microsoft Teams, electronic medical records, referral portals, and related healthcare technology.
5. Interpersonal Skills: Must possess excellent communication and customer-service skills. Ability to develop and maintain effective working relationships with referral sources, physicians, Sales, Clinical Intake, Clinical Managers, branch leaders, patients, and other team members. Effective listening and problem-solving skills.
6. Essential Physical Requirements: Ability to sit or stand for extended periods of time; stoop, bend, and operate standard office equipment.
7. Essential Mental Requirements: Ability to work effectively in a fast-paced environment, make timely decisions using standardized criteria, organize and prioritize competing assignments, maintain attention to detail, and respond appropriately in stressful situations.
8. Essential Sensory Requirements: Visual acuity, touch, hearing, and speaking.
9. Other - Hours of Work: Schedule and hours are based on assigned regional coverage and may include weekdays, weekends, holidays, or PRN coverage. Flexible hours may be required to accommodate referral volume and operational needs.

For over 38 years, our unwavering commitment to our patients and employees has driven our success, and we take pride in the legacy we’ve built together. As a family-owned and operated organization, we have brought together over 650 skilled and compassionate professionals dedicated to providing exceptional home health and hospice care to patients and families across the Carolinas.

Our mission is straightforward and inspiring: Keeping our Communities Healthy, Happy, and at Home! In response to the growing healthcare needs in our region, we are looking for experienced healthcare professionals to join our expanding team. This is a unique and exciting career opportunity - the chance to make a significant impact.

We’re honored to be recognized as one of the nation’s top home health providers, proudly achieving 5-star patient care ratings in nearly every area we serve—putting us in the top 5% of agencies nationwide.

We invite you to explore our current job openings and find roles that resonate with your passions, skills, and goals. Our user-friendly website makes it easy to track your application progress and discover new job postings that could be a great fit.

Thank you for considering joining the Well Care Health family—we can’t wait to welcome you aboard!