Referral Intake Specialist

Job Description

Job Description

Referral Intake Specialist 

Location: Ohio's Hospice Care Coordination Center — Dayton, Ohio
Job Type: Full-Time, In Person
Schedule: 8:00 AM–6:30 PM with an every 3rd weekend rotation 

Job Summary/Purpose

The Referral Intake Specialist serves as the primary coordinator of the hospice referral and pre-admission process. This position is responsible for receiving referrals from physicians, hospitals, facilities, referral partners, patients, families, and other healthcare providers, gathering all required referral information, initiating the intake process, coordinating admission scheduling, and ensuring timely communication throughout the referral journey. The Referral Intake Specialist partners closely with referral sources, patients and families, Admission Nurses, Clinical Triage, Business Development, and other Ohio’s Hospice teammates to facilitate timely access to hospice care while delivering exceptional customer service. This role manages referrals from the initial point of contact through assignment and scheduling of the admission visit, ensuring each referral is processed accurately, efficiently, and compassionately.

Qualifications

• High school diploma or GED

• Associate degree or healthcare-related education preferred.

• Minimum two years of customer service, healthcare intake, scheduling, referral coordination, hospice, home health, or related experience preferred.

• Previous call center or healthcare access experience preferred.

• Excellent verbal and written communication skills.

• Strong interpersonal skills and ability to communicate compassionately with patients, families, referral partners, physicians, and healthcare professionals.

• Strong organizational and time management skills.

• Ability to prioritize multiple referrals while maintaining accuracy and attention to detail.

• Ability to work independently and collaboratively within a team environment.

• Computer proficiency sufficient to navigate electronic medical records, referral management systems, scheduling software, and communication platforms.

• Ability to maintain confidentiality and professionalism in all interactions

Key Responsibilities

Referral Management

• Receive and process incoming hospice referrals from physicians, hospitals, skilled nursing facilities, assisted living facilities, community partners, patients, families, and other referral sources.

• Gather complete and accurate referral information to initiate the hospice admission process.

• Verify referral documentation and ensure all required information is obtained.

• Enter referrals accurately into the electronic medical record and referral management systems.

• Prioritize referrals based on urgency and organizational guidelines.

• Monitor assigned referrals to ensure timely progression through the intake process.

Admission Coordination

• Coordinate and schedule admission visits with Admission Nurses based on geographic coverage, availability, and patient needs.

• Communicate admission schedules and updates with Admission Nurses and other appropriate teammates.

• Coordinate with Clinical Triage and operational leaders regarding urgent or complex referrals.

• Ensure smooth handoff of referrals from intake through admission.

Customer Service and Communication

• Serve as the primary point of contact for referral sources during the pre-admission process.

• Maintain timely communication with physicians, hospitals, facilities, referral partners, patients, families, and internal teammates regarding referral status.

• Provide accurate information regarding hospice services, admission processes, and next steps.

• Return calls promptly and provide proactive updates throughout the referral process.

• Demonstrate empathy, professionalism, and exceptional customer service during every interaction.

• Build and maintain positive relationships with referral partners through responsive and reliable communication.

Operational Support

• Collaborate with Admissions, Clinical Triage, Business Development, Customer Service, and other departments to facilitate efficient patient access.

• Assist with managing referral queues and workload to meet established service level expectations.

• Identify barriers to timely admissions and communicate concerns to leadership.

• Participate in departmental meetings, education, and process improvement initiatives.

• Assist with additional departmental responsibilities as assigned.

Quality and Performance

• Ensure referrals are processed accurately, efficiently, and in compliance with organizational standards.

• Maintain complete and accurate documentation of all referral activities.

• Demonstrate achievement of productivity, quality, and customer service expectations.

• Participate in ongoing education and competency development.

• Support Continuous Quality Improvement initiatives.

• Contribute to a collaborative team environment focused on service excellence.

• Processes referrals accurately and timely.

• Coordinates admission scheduling to support timely patient access to hospice services.

• Maintains effective communication with referral sources, patients, families, Admission Nurses, Clinical Triage, and internal teammates.

• Demonstrates exceptional customer service and professionalism.

• Meets departmental productivity, quality, and service level expectations.

• Demonstrates accountability, teamwork, reliability, and adaptability.

• Supports organizational growth by providing an exceptional referral experience that fosters confidence and trust among referral partners and patients.

• Competitive compensation

• Mileage reimbursement

• Company-provided technology

• Continuing education and professional development opportunities

• Support for professional certification and growth

• A supportive interdisciplinary team

• The opportunity to make a meaningful difference in the lives of patients and families

At Ohio’s Hospice, our mission is to celebrate the lives of those we have the privilege of serving by providing exceptional care and support to patients and families.

As a Hospice Chaplain, you'll have the opportunity to bring compassion, presence, and spiritual support to patients and families during some of life's most meaningful moments.

If you're an experienced chaplain or pastoral care professional looking for an opportunity to serve others through compassionate hospice care, we invite you to apply.

Ohio’s Hospice complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex.