CARE Coordinator

Care CoordinatorCare Coordinators are the front line of the NorthStar Care Community. These individuals must be empathic, professional and knowledgeable in Hospice care, as well as in the broader scope of the organization and its partners. Essential functions include:Communicating and proactively following up and interacting with guests, customers, and employees in a courteous and professional manner.Understanding and communicating hospice philosophy and services provided in a clear and understandable manner.Processing and entering referrals during the day as call volume demands.Scheduling admission visits as needed.Collaborating closely with triage RNs to maintain efficient flow of patient calls and dispatch of field staff.Updating and managing the content of the Whiteboard for both patient visits and comfort calls.Assisting triage RNs with running daily reports and communicating with partner staff to gather shift reports.Navigating through multiple electronic medical records to assist patients and families.Proactively responding to crisis calls and taking appropriate action to resolve the situation for a positive outcome.Reviewing and analyzing patient files, reports, and incoming paperwork on a daily basis.Copying, faxing, and/or emailing various documents as needed to support efficient day-to-day operations.Documenting conversations with patients, families, interdisciplinary team/support staff, and management in the electronic patient record system.Addressing external customer inquiries, complaints, and service delivery issues in collaboration with the department’s operations manager(s).Collaborating with the Field Staff Scheduler or designee to identify interdisciplinary team staff for patient admissions.Accepting incoming calls promptly and responding appropriately to customer inquiries.Processing messages efficiently, accurately, and in a timely manner.Transferring calls appropriately to fully address internal and external customer concerns.Initiating and coordinating communication and follow-up calls between internal and external customers to ensure a successful admission.Proactively problem solving, anticipating needs, and initiating solutions for internal and external customers to support the successful admission of patients to hospice services.Processing incoming and outgoing mail on a daily basis.Qualifications:Associate’s degree in a business related or social services field or a minimum of five (5) years of full time health care, hospice care and/or business operations work required; Bachelor’s Degree preferred.A minimum of two (2) years of telephone-related experience required; experience within a health care environment highly preferred.Must demonstrate strong proficiency in Microsoft Office products.Intermediate to advanced experience with Excel spreadsheets and database management.Must possess excellent interpersonal skills, sound judgment, effective organizational, prioritization and follow-through skills, attention to detail, tact, dependability, emotional intelligence and the ability to promote positive, constructive relationships with communication and collaboration at all levels with the ability to maintain confidentiality.Must be able to read, write and speak English and be able to effectively communicate orally and in writing in internal and external relationships for all essential job functions.Must be familiar with and have operational knowledge of standard office business machines.Must be able to coordinate several tasks simultaneously while maintaining a high degree of efficiency and accuracy.Must possess the ability to function under stress.The physical demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; driving or riding in a motor vehicle; standing, sitting, walking, bending, reaching, and stretching; and lifting up to twenty five (25) pounds unassisted.Must be able to work variable hours/shifts and/or days, including weekends.Must have the ability to occasionally work extended days, as necessary.Must have reliable transportation.Must be eligible to work in the United States.