CBPC CGP - Palliative Care Scheduling Coordinator

Pallitus Health Partners starts with a compassionate team, committed to our mission of creating more moments for our patients facing advanced illness or end of life care. Our premier model of care supports patients and their families with a holistic, team-based approach, wherever the patient chooses to call home. Pallitus Health Partners empowers its people to provide the care our patients want to receive, with a level of service we describe as “above and beyond.” Don’t just find a job. Join our team and help us create more moments for our patients and enrich our communities with compassionate care.

Job Description for Palliative Care Scheduling Coordinator

Department: Care Guide Partners
Position reports to: Director of Special Programs
Position supervises: None
FLSA Status: Non-Exempt
EEO Category: Administrative Support Workers
Pay Grade: 5 NE

Position Summary: The Palliative Care Scheduling Coordinator ensures referral and current patient visits are scheduled efficiently and effectively based on patient/family need and Pallitus Health Partners staff availability. This individual is responsible for processing palliative patient referrals/intake, coordinating visits for new and existing patients, and assisting with the maintenance of Pallitus Health Partners’ provider/clinical team schedules. The Palliative Care Scheduling Coordinator will maintain Hosparus Health team member availability lists and serve as a point of contact for admissions and clinical teams, patients, and various internal departments and other communities, as necessary, regarding the scheduling of referral and current patient visits.

Position Duties & Responsibilities:

• Processes and responds to new referrals to identify needs and offer palliative and sometimes hospice solutions.
• Responds and prioritizes patient/family needs in real-time to identify and connect them with the appropriate resources, including interneral pallative and hospice resources, and external resources such as primary care providers, pain management clinics, personal care services, home health agencies, etc. Analyzes and determines the best available resources to utilize based on patient, family and organizational needs, referral source needs, work schedules, patient/family cancellations, staff call-ins, vacation requests and unscheduled visits.
• Educates patients, families, and referral sources about palliative care services through telephonic interactions.
• Provides direct customer service to all palliative patients and families through participation in Pallitus Health Partners phone queue.
• Regularly collaborates with external partners to coordinate the highest quality of care and patient experience.
• Communicates clearly, concisely and in a timely manner with admission and interdisciplinary clinical teams, patients, families, and referral sources regarding scheduling of visits and/or other changes in schedule for admission and clinical team staff as appropriate. Collaborates across the organization as needed to assure coordination and continuity in delivery of care
• Manages acute staffing requests with a calm and compassionate demeanor to provide excellent patient experience.
• Supports all palliative providers in the field and assists with acquiring medical records and patient information immediately.
• Optimizes daily/weekly staff schedules in alignment with visit capacity and team goals.
• Assigns referrals and new patients to communities/teams as directed.
• Routinely reports status of caseloads, assignments, and personnel needs to Director of Special Programs. Informs Director of scheduling difficulties.
• Providesreports as requested. Maintains confidentiality of all data and information.
• Enters staff and patient information into the Electronic Documentation System (EDS) regarding conversations with patients, family, and staff regarding appointments, cancellations, patient/family preferences, etc.
• Participates in the evaluation of department functions, identifying trends and areas for improvement as appropriate.
• Performs other duties as assigned.

Organizational Duties & Responsibilities:

• Supports the mission, vision, values and values in action of Hosparus Health.
• Facilitates and adheres to policies and procedures and Hosparus Health code of conduct, which includes our values in action.
• Supports all functions that attain and maintain accreditation and compliance with regulatory agencies.
• Exhibits effective communication skills including proper use of agency communication systems.
• Participates in appropriate professional development programs to attain and maintain competency.
• Effectively manages financial and physical resources to achieve the mission of the organization.

Position Qualifications:

• High school diploma required.
• 2 years of previous scheduling or related experience; healthcare scheduling experience preferred.
• Demonstrated software proficiency required, including knowledge of Microsoft Office Suite.
• Excellent organizational and problem-solving skills.
• Ability towork independently and multi-task in a fast-paced environment.
• Strong verbal and written communication skills, with adaptability and fluency across varied internal and external audiences.
• Requires a professional, customer centered approach with critical analysis to match right resource with the customer in real time.

Essential Physical Abilities:

• Above average skills in reading, writing and speaking English.
• Requires frequent speaking and hearing, including telephone conversations and virtual meetings.
• Ability to sit or stand for long periods of time.
• Close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Using hands and fingers to handle, reach or feel and manipulate objects or controls.
• Requires consistent computer work with repetitive typing and concentrating on computer screen.

Working Conditions:

• Work is done in an office setting. Work will be performed primarily indoors and on carpeted and/or tiled floors and may require climbing stairs or driving to other office buildings within the organization’s footprint.
• Little or no anticipated risk of exposure to blood or other potentially infectious materials in the performance of routine tasks.

Hosparus Health is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, and other state and federal laws, Hosparus Health will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer. Employees should immediately notify Human Resources if, at some time in the future, they need an accommodation or are no longer able to perform any of the job duties, with or without accommodation. This job description is not considered an employment agreement or contract. The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the position. Management has the exclusive right to alter job responsibilities at any time without notice to meet business and agency needs, except as required by law.

Pallitus Health Partners provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.