General Purpose:

Provides a centralized intake and client service function in order to gather pertinent patient/client, clinical and financial information to optimize sales, customer responsiveness and satisfaction, as well as quality care. Uses telemarketing and follow-up techniques to convert inquiries into requests for service.

Essential Functions:

• Acts as a contact telephone liaison person interfacing with referral sources, outside agencies, health professionals and field staff.
• Receives and coordinates all incoming calls, providing patients/clients and referral sources with basic information to assist in accessing appropriate services.
• Communicates with patient/client and family regarding arrangements for the initiation of care/services.
• Completes intake screening including obtaining, documenting and analyzing all required information to make a preliminary admission decision.
• Receives and logs referrals. Prepares reports and responses to inquiries. Provides telephonic contact and system data entry for customers seeking care/services.
• Actively promotes care/services to prospective patients/clients.
• Where permitted by law, receives verbal orders from physicians to initiate care/services.
• Collects and enters customer information into the management information system.
• Works in conjunction with clinical staff to adhere to standards of practice for nursing and applicable law and regulations.
• Plans activities and initiates contacts in the community to enhance the visibility of the company and generate an increasing customer base.
• Actively participates as part of a high performance work team to drive and manage change to deliver exceptional patient/client service.
• Completes other assignments as requested and assigned.
• May have access to personal health information (“PHI”) necessary to fulfill the above duties and responsibilities. Access to use and ability to disclose PHI is further defined by each organization/department.

Minimum Education & Experience Requirements:

• Associate Degree in Business, Marketing, Healthcare or related discipline, or an equivalent combination of education and experience.
• Current Practical Nurse (LPN) or Vocational Nurse (LVN) Program license active in state in which he/she practices.
• Three (3) years relevant experience in medical services or clinical environment with knowledge of medical terminology including previous intake experience of at least one year.

Knowledge, Skills & Abilities Required:

• Ability to develop strong working relationships, possess team organization and community resources coordination skills.
• Sound clinical knowledge base.
• Strong customer service skills including proactive identification and resolution of customer issues using sound judgment and decision-making skills within parameters established by Manager.
• Strong prioritization and time management skills. Must be detail oriented.
• Ability to work with minimal supervision and utilize clear, concise and positive communication skills.
• Ability to manage and initiate change to better achieve strategic objectives.
• Demonstrated ability to work under pressure with multiple tasks, changing priorities and short deadlines.
• Computer proficiency to include current company software.
• Applicable federal and state health requirements to provide client services as appropriate.

Working Conditions & Physical Effort:

• Work is normally performed in a typical interior/office work environment.
• Ability to work flexible schedule and/or evening hours as needed.
• Ability to sit in front of CPU for long periods of time.
• Physical activity is sedentary and may require occasional lifting or carrying up to 10 lbs.