Schedule: Full-time | 80 hours per pay period | Monday-Friday | 8 am – 4:30 pm

Scope:

• Manage and coordinate all incoming hospice referrals to the agency.
• Triages and manages incoming calls to the hospice agency, providing guidance and direction to customers in a professional manner and coordinating/communicating with the Hospice interdisciplinary team regarding relevant updates.
• Maintains frequent contact and communication with the Regional Clinical Manager, the interdisciplinary team, patients/family, referral sources and community members/customers.
• Supports and maintains quality care and patient safety in accordance with current federal, state, and organization regulations and policies.
• Responsible for management of new referrals for assigned hospice branches.

Key Responsibilities:

• Management of Hospice Inquiries, Referrals & Admissions
  • Review and coordinate/manage all incoming hospice referrals effectively and efficiently focusing on referral to admission conversion ratios to ensure agency admission goals are met.
  • Works closely with the sales team to manage incoming referrals and communicate appropriately with all referral sources, caregivers and new patients.
  • Maintains communication with the hospice interdisciplinary team and manages scheduling of all patient informational visits and admissions.
  • Manage follow up calendar activities for referrals not taken for care. Manage referrals to home care for those referrals who are not hospice appropriate.
  • Understands current federal, state, and agency regulations and policies/protocols.
• Assessment/Triaging, Communication & Coordination of Patient Care
  • Collaborates with Regional Clinical Managers to manage and triage incoming calls to the hospice agency, providing appropriate recommendations focusing on providing a superior customer experience in all interactions.
  • Frequently communicate with all partnering facilities, pharmacies, and DME companies, etc. to ensure coordinated patient care through admission.
  • Document all patient communications within the clinical record promptly.
• Daily Operations for Managing New Hospice Referrals, Evaluations & Admissions
  • Follow documented processes to prepare new referrals and evaluations for handoff while ensuring timely initiation of care.
  • Collaborate with clinical mangers to ensure awareness of staffing availability for nursing and therapy for all new admissions.
  • Work closely with the Intake Team to receive referrals, contact client in a timely manner, triage their needs, and schedule & communicate appropriately.
  • Work quickly and efficiently to assess new referral needs, appropriate care, and priority.
  • Lead the scheduling of admissions with clinical staff to ensure timely initiation of care. Overcome objections from clients or caregivers in regard to starting services to improve overall conversion rates. Work with the Customer Service Manager on challenging situations that may result in a non-admission due to client/caregiver refusal.
  • Follow up with referral sources regarding non-admissions, when appropriate.
  • Will support all regional areas as needed.
• Continuous Improvement/Other Duties as Assigned
  • Actively participates in continuous improvement initiatives and projects related to referral management.
  • Implement new methods and means of providing quality customer service, as appropriate.
  • Regularly communicates with the Customer Service Manager to solve problems or issues and to promote teamwork and consistency amongst the team.
  • Assist with special projects as assigned.
  • The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all inclusive.

Education and Experience Required:

• Licensed Practical Nurse in Minnesota is preferred.
• If licensed as an LPN, must obtain CPR certification within 6 months from date of hire.
• Must have adequate computer skills.
• Must complete and pass a state required background study.
• Able to physically perform the duties required by the position.
• Required to have the ability to read, write and speak English well enough to communicate with staff, clients and visitors.

Reports To: Regional Clinical Manager