Client Intake Coordinator

Job Description

Job Description

Objective:

The objective of the Intake Coordinator is to manage the referral and prospect pipeline, qualify referrals through the home visit process, assess potential client needs to remain safely at home and coordinate the start of care in collaboration with the Client Concierge, RN Supervisor and, when applicable, outside care partners (e.g. discharge planners, home health, hospice or third-party payors). 

Essential Functions:

A successful Intake Coordinator:

·        Receives, responds to, and manages the prospect pipeline, including web-based leads and direct referrals. Maintains a plan for consistent contact to capture potential clients while precisely documenting the status of all prospects, follow-up activities and future tasks to encourage the sale forward. Schedules home visits as needed for the specific territory receiving the referral.

·        Created plan of care folders for the Business Development team based on physician information obtained during the on-boarding process.

·        Assists the RN Supervisor in determining type and duration of services necessary to meet client needs through the prospecting and home visit processes, conducts the initial needs assessment, quotes billing rate based on service provided and coordinates outside referrals, if necessary, to create an individualized and complete plan of care with the potential client, care partners and families to ensure the highest level of independence and quality of life achievable safely at home.

• Processes paperwork and data necessary to establish initial client records, services, files and initiate invoicing. Participates in new client assimilation process and ensures it is completed in specified time frame.

·        Works with the Client Concierge to ensure shifts and hours are matched with caregiver qualifications, preferences and availability to meet client needs.

·        Participates in on-call rotation, as assigned, to assist all territories with after-hours and weekend prospective clients as needed.

·        Documents all required information for regulatory/compliance purposes in the appropriate information systems.

·        Follows all office communication and documentation protocols to ensure excellent service to the team, clients, staff, referral sources, potential and inactive clients.

• Participates in formal and impromptu trainings, meetings, weekly hurdles, and in the development of systems to improve care coordination, client satisfaction, employee performance and retention and office operations.
• Lives out our culture and core values.
• Assists the other members of the management team as needed.  Completes special projects as assigned.
• Performs other administrative tasks as assigned.

Knowledge, Skills, Abilities:

·        Ability to read, write and comprehend English and simple math.

·        Strong computer literacy, including proficiency in Microsoft Word, Excel, and PowerPoint. Will need to master additional software including VIV Homecare.

·        Effective oral and written communication and, presentation skills.

·        Ability to maintain a high level of confidentiality.

·        Ability to listen to and understand information and ideas presented through spoken words.

·        Must possess excellent interpersonal, customer service, problem solving, and organizational skills.  Extreme attention to details is essential.

·        Must be self-motivated and a team player willing to share information and work cooperatively with other members of the management team and caregiving staff.

·        Positive, professional, business image.

·        Strong business acumen.

·        Strong relationship-building skills with people from diverse and varied backgrounds and education levels.

Working Environment: 

This role will work remotely on Saturday, Sunday and holiday coverage (if needed). The hours for this position are 9a-5p.  

Minimum Qualifications:

1.      High School diploma or GED required

2.      Previous experience in customer service or sales

3.      Healthcare industry experience a plus, but not required

4.      Documentation of positive work history as evidenced by at least two (2) work references and (1) personal reference

5.      Driver’s License to operate a motor vehicle and positive driving record