Intake and Referral Specialist

Job Description

Job Description

Description:

At HCS, every referral represents a person or family looking for guidance, support, and timely access to care. As an Intake and Referral Specialist, you’ll be one of the first points of connection for patients, families, healthcare providers, and community partners seeking services from HCS.

You’ll coordinate referrals across our home health, hospice, and community service programs, gather the information needed to begin care, and help ensure each inquiry receives a responsive, compassionate, and well-organized experience. This role is ideal for someone who combines strong customer service skills with attention to detail, comfort using healthcare technology, and the ability to remain calm and helpful in a fast-paced environment.

Responsibilities

• Respond to referrals and service inquiries received by telephone, fax, email, electronic portal, and in person
• Process referrals for HCS programs, including home healthcare, hospice, Healthy Starts, Transportation, and Meals on Wheels
• Gather complete and accurate referral documentation to support regulatory requirements and the timely initiation of care
• Enter and maintain referral information within the electronic medical record and other information systems
• Provide clinical managers and professional care teams with the information needed to coordinate high-quality care and services
• Explain HCS programs and services to referral sources, patients, and families in a clear and supportive manner
• Verify and update referral and insurance information, escalating reimbursement questions to the appropriate manager or billing team
• Conduct follow-up calls and document patient status to support care coordination and discharge planning
• Collaborate closely with the Care Transitions Specialist and other members of the intake and clinical teams
• Communicate referral volume, barriers, and emerging concerns during team huddles
• Track complaints, referral patterns, and service concerns to support process improvement
• Assist field nurses and other staff by providing responsive, welcoming service to callers and referral partners
• Assign visits and make scheduling adjustments when required during weekend coverage
• Participate in continuous quality improvement activities and contribute ideas for improving service delivery
• Maintain compliance with HCS policies, confidentiality requirements, the Corporate Compliance Plan, and Standards of Conduct

Why Join Us?

• Meaningful first connections: You’ll help patients and families take the first step toward receiving essential healthcare and community services.
• Varied, mission-driven work: You’ll support referrals across home health, hospice, transportation, nutrition, and family service programs - making each day engaging and impactful.
• Collaborative environment: You’ll work closely with intake professionals, clinical managers, field staff, billing teams, and care transition specialists to keep referrals moving forward.
• Opportunity to improve systems: Your attention to referral trends, service concerns, and workflow challenges will directly support HCS’s continuous improvement efforts.
• Community-centered organization: HCS has served southwestern New Hampshire for decades and remains deeply committed to helping people receive care and support wherever they call home.

Requirements

• Knowledge of medical terminology and healthcare service delivery
• Experience providing responsive, professional customer service
• Experience using electronic medical records or similar information technology systems
• Strong organizational skills and the ability to manage multiple referrals, communication channels, and priorities
• Ability to communicate with patience, compassion, and professionalism, including during challenging or high-pressure interactions
• Experience in home health, hospice, or a related healthcare setting preferred
• A combination of education and experience determined to be equivalent to the qualifications above
• Ability to use standard office equipment and technology, including computers, telephone systems, fax machines, and electronic documentation tools
• Ability to travel to meetings or HCS locations when required

Home Healthcare, Hospice and Community Services (HCS) is a non-profit organization providing comprehensive services in southwestern New Hampshire. Clinical services include visiting nurses, physical and occupational therapies, social work, and home health aides. Hospice at HCS offers end-of-life care and grief support for patients and families wherever they call home, including assisted living and nursing homes. HCS is unique in the wide range of community services offered, including Healthy Starts family services, Meals on Wheels and senior dining, City Express and Friendly Bus transportation, and Nurse Is In foot care clinics. HCS is Medicare certified and licensed by the State of New Hampshire.