Centralized Intake Coordinator

Overview

The Centralized Intake Coordinator is the primary point of contact for processing all incoming referrals across hospice, palliative care, and home health lines of service. Working within a centralized, high-volume environment serving approximately 500 branch locations, the coordinator manages referrals received via electronic platforms (CarePort, Navi Health, Epic, Ensocare, Aidin, Aida), fax, phone, and email. This role is responsible for timely referral response, insurance verification and authorization, communication with referral sources and branch teams, DME ordering, and assignment of admission nursing visits—ensuring every patient is transitioned into care quickly and accurately.

The schedule is every Saturday and Sunday 8am - 8pm.

Essential Functions

• Receive, review, and process all incoming referrals across all channels (electronic platforms, fax, phone, email) in accordance with established response-time standards.
• Communicate promptly with referral sources, including hospitals, physician offices, skilled nursing facilities, and other healthcare entities—to confirm receipt, gather additional information, and provide referral status updates.
• Conduct insurance verification and authorization for all payer types, including Medicare, Medicaid, and commercial insurance plans; accurately document coverage and benefit information.
• Enter and maintain referral data with a high degree of accuracy in HCHB, Allscripts, and all applicable referral management platforms.
• Coordinate with branch-level clinical and operations staff to facilitate timely patient admissions; assign admission nursing visits as appropriate.
• Order durable medical equipment (DME) as required for incoming patients, ensuring accuracy and timely delivery.
• Manage referral dispositions including acceptance, pending management, non-admission documentation, escalations and archival within all applicable systems.
• Track and follow up on pending referrals; work proactively to resolve barriers to admission.
• Maintain effective communication with the Centralized Intake Lead and team regarding workload status, escalations, and referral trends.
• Adhere to all HIPAA regulations, company policies and procedures, federal and state compliance requirements, and accreditation standards.
• Participate in ongoing training and cross-training on all referral platforms, lines of service, and process updates.
• Support the adoption and effective use of AI-enabled referral management tools and centralized platform enhancements.

About You

Required:

• High school diploma or GED.
• Minimum of 1–2 years of experience in healthcare admissions, medical office administration, customer service in a healthcare setting, or contact center operations.
• Proficiency with computer systems, data entry, and ability to learn multiple software platforms quickly.
• Strong verbal and written communication skills.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently in a remote team environment with minimal direct supervision.

Preferred:

• Experience in hospice, home health, palliative care, or post-acute care settings.
• Familiarity with electronic referral platforms (CarePort, Navi Health, Ensocare, Aidin, Aida, or similar).
• Experience with EMR/EHR systems such as HCHB, Allscripts, or Epic.
• Knowledge of Medicare, Medicaid, and commercial insurance verification and authorization.
• LPN/LVN certification or coursework in nursing, healthcare administration, or social work.

Competencies

• Attention to Detail and Data Accuracy
• Effective Communication and Customer Service
• Time Management and Prioritization
• Adaptability and Willingness to Learn
• Team Collaboration in a Remote Environment
• Patient-Centered Approach

We Offer

Benefits for All Associates (Full-Time & Per Diem):

• Competitive Pay
• 401(k) with Company Match
• Career Advancement Opportunities
• National & Local Recognition Programs
• Teammate Assistance Fund

Additional Full-Time Benefits:

• Medical, Dental, Vision Insurance
• Mileage Reimbursement or Fleet Vehicle Program
• Generous Paid Time Off + 7 Paid Holidays
• Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care)
• Education Support & Tuition Assistance
• Free Continuing Education Units (CEUs)
• Company-paid Life & Long-Term Disability Insurance
• Voluntary Benefits (Pet, Critical Illness, Accident, LTC)

Legalese

• This is a safety-sensitive position
• Employee must meet minimum requirements to be eligible for benefits
• Where applicable, employee must meet state specific requirements
• We are proud to be an EEO employer
• We maintain a drug-free workplace

Location

Heartland Home Health

Our Company

At Heartland Home Health, part of Gentiva, it is our privilege to offer compassionate care in the comfort of wherever our patients call home. We are a national leader in hospice care, palliative care, home health care, and advanced illness management, with nearly 600 locations and thousands of dedicated clinicians across 38 states.

Our place is by the side of those who need us – from helping people recover from illness, injury, or surgery in the comfort of their homes to guiding patients and their families through the physical, emotional, and spiritual effects of a serious illness or terminal diagnosis.

Our nationwide reach is powered by a family of trusted brands that include:

• Hospice care: Gentiva Hospice, Emerald Coast Hospice Care, Heartland Hospice, Hospice Plus, New Century Hospice, Regency SouthernCare, SouthernCare Hospice Services, SouthernCare New Beacon
• Palliative care: Empatia Palliative Care, Emerald Coast Palliative Care
• Home health care: Heartland Home Health
• Advanced illness management: Illumia Health

With corporate headquarters in Atlanta, Georgia, and providers delivering care across the U.S., we are proud to offer rewarding careers in a collaborative environment where inspiring achievements are recognized – and kindness is celebrated.