Patient Access Clinical Coordinator

The Holyoke Visiting Nurses Association, Inc. is looking to hire a Patient Accounts Coordinator for a full-time position with the Agency. The Patient Access Coordinator position requires the ability to critically think and to independently make decisions to triage patient, physician, facility, and clinician calls; process incoming interim orders; and process home health and hospice referrals. The work can be fast-paced, and requires the individual working in this role to work with little to no direct supervision. Customer service skills are of paramount importance in working with patients, clinicians, providers, and referral sources.

Responsibilities include:

Obtain a referral for services, including but not limited to: patient information, diagnosis, MD order with specifics for direct care. For hospice patients, referral information would also include: terminal diagnosis, pertinent medical history, evaluation of hospice eligibility, and submission of an order for comfort care pack as needed.

Discuss home health services and hospice services with referral sources, answering questions and identifying services available for specifically referred patients.

Perform an initial assessment of patient needs for home care and hospice services based on referral source information, to determine whether Medicare/Medicaid or other third-party payer criteria are met.

Evaluate all patient referral information, for completeness and signatures. Follow up directly with referral sources for additional information that is missing or incomplete.

Input patient referrals, interoffice referrals, cancelations and other information into Clinical Link and other computer systems.

Offer alternative settings when home care is not appropriate, i.e., outpatient mental health providers, skilled nursing facilities.

Coordinates with Clinical Operations in assignment of initial home assessments, advising on level of need and appropriate assessing clinician.

Clearly communicate patient needs to appropriate individuals, including supervisors, referral centers, and clinical staff, when indicated.

Answer VNA patient calls and provide triage, including clinical phone intervention, assigning a skilled home visit, and working with field clinicians if their response is needed. Consult with Clinical Operations as needed for assignment of prn skilled home visit.

Answer physician and facility calls to obtain orders or provide directions on the provision of VNA care.

Answer VNA field clinician phone calls for advice and support as needed.

Process VNA interim orders via fax, phone, email and enter into the EMR as needed. Promptly alert clinical operations and appropriate field clinicians of changes in order. Evaluate completeness of orders and request additional orders or discipline orders if a skilled need is apparent.

Perform other similar or related duties as responsibilities necessitate or as assigned.

Establish and maintain positive relations with all customers, external as well as internal.

Minimum Requirements

• Education: Knowledge of the field of public health nursing and hospice nursing. Registered Nurse (RN) or Licensed Practical Nurse (LPN). Current licensure by the state of Massachusetts is required.
• Experience: Minimum of three (3) years of nursing experience with at least one (1) year of experience in Home Care and/or Hospice.