Hospice Intake Coordinator (Care Navigator)

Hospice Intake Coordinator (Care Navigator) Davie, FL 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 be the first point of connection for patients, families, and healthcare partners seeking hospice care. Working Monday through Friday from 8:00 a.m. to 4:30 p.m. with rotating on-call weekends, you will help ensure every referral is handled with accuracy, compassion, and respect. Your communication skills, bilingual ability in Spanish or Haitian Creole, and attention to detail will make a meaningful difference each day. Overview The Care Navigator manages the initial stages of new hospice referrals across Arc Hospice & Palliative Care’s multi‑state service area. The role collects and verifies referral documentation, explains hospice services, verifies insurance, coordinates scheduling with field staff, and ensures timely and compassionate transitions into care. Strong communication, technical skills, attention to detail, and the ability to thrive in a fast‑paced, metrics‑driven call‑center environment are required. Key Responsibilities Respond to inquiries and manage initial communication with patients, family members, loved ones, and referral sources regarding hospice services. Explain hospice philosophy and services clearly and compassionately to those initiating or exploring care. Collect, verify, and organize necessary referral documentation, including demographic data, physician orders, and relevant clinical records. Verify insurance coverage and benefits; identify and flag any issues that may require follow‑up with referral sources or internal team members. Schedule assessments, visits, and services in coordination with clinical and business development teams, based on urgency and patient/family needs. Maintain accurate, up‑to‑date records in electronic systems including the electronic medical record (EMR) and referral tracking tools. Coordinate closely with intake nurses, admissions staff, and interdisciplinary teams to support seamless transitions into care. Handle follow‑up work on pending referrals, missing documentation, and incomplete charts to prevent delays and ensure regulatory readiness. Conduct basic chart audits as part of internal compliance and quality improvement efforts. Meet departmental performance expectations and key performance indicators (KPIs), including timeliness, data accuracy, and service quality. Participate in regular team meetings, shift handoffs, or case discussions as required. Perform other duties as assigned. Qualifications High school diploma or equivalent required; associate’s degree or healthcare-related coursework preferred. Rotating weekends required; must be able to work holidays. 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. 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. 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. Compensation $21 – $21 USD per hour Arc Hospice & Palliative Care is an Equal Opportunity Employer and welcomes applicants from all backgrounds to join us in delivering compassionate, inclusive care. #J-18808-Ljbffr Arc Hospice & Palliative Care