Hospice Intake Coordinator (Care Navigator)

At Arc Hospice & Palliative Care, we are united by a mission to bring comfort, dignity, and compassionate support to every patient and family we serve. Join a team where your work has purpose and your growth is supported.

As a Hospice Intake Coordinator (Care Navigator), you will serve as the first point of contact for patients, families, and healthcare partners beginning their hospice journey. Working Monday through Friday from 9:00 a.m. to 5:30 p.m. with rotating on-call weekends, you will help coordinate timely and compassionate admissions while ensuring every detail is handled accurately. Join a team that values connection, service, and bilingual communication in Spanish as a way to extend care and comfort to every family we serve.

Overview

The Care Navigator manages the initial stages of new hospice referrals across Arc Hospice & Palliative Care’s multi-state service area. This role is the first point of contact for patients, families, loved ones, and referral sources seeking hospice care. The Care Navigator collects and verifies referral documentation, explains hospice services, verifies insurance, coordinates scheduling with field staff, and ensures timely and compassionate transitions into care. The role requires strong communication and technical skills, attention to detail, and the ability to thrive in a fast-paced, metrics-driven call center environment.

Key Responsibilities

• Responds to inquiries and manages initial communications with patients, family members, loved ones, and referral sources regarding hospice services.
• Explains hospice philosophy and services clearly and compassionately to those initiating or exploring care.
• Collects, verifies, and organizes necessary referral documentation, including demographic data, physician orders, and relevant clinical records.
• Verifies insurance coverage and benefits; identifies and flags any issues that may require follow-up with referral sources or internal team members.
• Schedules assessments, visits, and services in coordination with clinical and business development teams, based on urgency and patient/family needs.
• Maintains accurate, up-to-date records in electronic systems including the electronic medical record (EMR) and referral tracking tools.
• Coordinates closely with intake nurses, admissions staff, and interdisciplinary teams to support seamless transitions into care.
• Handles follow up work on pending referrals, missing documentation, and incomplete charts to prevent delays and ensure regulatory readiness.
• Conducts basic chart audits as part of internal compliance and quality improvement efforts.
• Meets departmental performance expectations and key performance indicators (KPIs), including timeliness, data accuracy, and service quality.
• Participates in regular team meetings, shift handoffs, or case discussions as required.
• Performs other duties as assigned.

Qualifications

• High school diploma or equivalent required; associate’s degree or healthcare-related coursework preferred.
• Minimum of 2 years of experience in a healthcare call center, hospice intake, patient scheduling, or related role required.
• Experience in a KPI-driven call center environment is strongly preferred.
• Demonstrated proficiency with electronic medical records, Microsoft Office applications, and call-handling software.
• Excellent verbal and written communication skills, with the ability to handle emotionally sensitive conversations professionally and empathetically.
• Highly organized with strong attention to detail and the ability to manage multiple tasks under time constraints.
• Demonstrated ability to work independently and collaboratively within a fast-paced, service-oriented team.
• Bilingual English/Spanish or English/French Creole highly desired.
• Demonstrates a strong commitment to delivering high-quality, person-centered care that reflects Arc Hospice & Palliative Care’s mission, values, and standards of dignity, respect, compassion, and integrity.

We are an Equal Opportunity Employer and welcome applicants from all backgrounds to join us in delivering compassionate, inclusive care. Explore the impact you can make with Arc Hospice today.