Referral Center Coordinator Team Lead

Job Description

Job DescriptionReferral Center Coordinator - Team Lead

Seeking a Referral Center Coordinator - Team Lead to coordinate the day to day activities of the Trellis Supportive Care Referral Center including new patient referrals and scheduling initial consults for community based hospice and palliative care referrals to ensure prompt, compassionate, and appropriate responses to requests for information or services. Trellis Supportive Care is North Carolina’s first hospice organization, serving patients and families in the Piedmont/Triad since 1979. Founded by a group of compassionate visionaries and community leaders, Trellis Supportive Care has remained a free-standing not-for-profit provider, setting the pace in the region, state, and in the nation. Trellis Supportive Care has made it our mission to provide compassionate care for individuals living with a life-limiting illness and their families, through quality medical, emotional, spiritual, and social support wherever care is needed to help patients live fully and comfortably, with hope — even during life’s most challenging times.

Schedule:

• Full-time; Monday-Friday 8am to 5pm

Requirements:

• Associates degree or equivalent experience in healthcare related field or licensed practical nurse required
• Healthcare, medical management or LPN experience preferred
• Proven customer service and project management experience preferred
• Exceptional interpersonal communication skills, both oral and written
• Excellent critical thinking and problem-solving skills and the ability to perform work with a high degree of accuracy
• Ability to identify and prioritize patient/family needs
• Experience with word processing, spreadsheets, data base and/or medical records software
• Communicate with patients, families, and employees in a professional and courteous manner
• Differences in beliefs and cultures are respected, and awareness of diversity and belonging is incorporated into daily practices

Responsibilities:

• Oversees the day-to-day flow and efficiency of the coordination for all referrals from initial requests to admission to appropriate services
• Motivates the team through leadership that prioritizes the efficiency and accuracy of all referrals
• Leads the scheduling function for all Referral Center home visits
• Assists with maintenance of the daily referral tracking logs and daily reports for insurance and billing
• Monitors referrals, emails, work queues and phone calls to ensure timely patient response & access to care and exceptional customer service
• Audits all referrals for accuracy
• Ensures processes and participates in process improvement
• Acts as the Preceptor for Referral Center Coordinators to orient them to the referral and scheduling process
• Identifies and communicates education and training needs for the team
• Educates the patient and family about Hospice and Inpatient Care service
• Collaborates with the Admission Team Manager and VP of Business Development to eliminate barriers to admission and for follow up of patients as needed
• Handles sensitive information and issues with discretion and tact
• Enters referral notes in electronic medical record in keeping with processes to ensure workflow
• Requests, completes, and submits Certifications of Terminal Illness
• Scans medical records into patient charts as received through the Admissions Account
• Consults with the Referral & Admissions Team Manager regarding interpretation of medical history, terminal diagnoses, medications and eligibility
• Communicates with Referral & Admissions Team Manager regarding need for scheduling after hours admissions
• Provide initial intake of information from various referral sources
• Collaborates to process referrals coming in from hospital sources
• Sets up approved transportation for patient’s discharging back to residence
• Utilizes ICD-10 book to accurately code terminal diagnoses

*For information about this and other positions contact Charlotte Akers, Human Resources Manager with Trellis Supportive Care*

** Trellis Supportive Care Provides an Exceptional & Comprehensive Benefits Package **

* Full vaccination for COVID-19 & annual flu vaccination are conditions of employment unless an employee qualifies for a medical or religious exemption*

“Trellis is an equal opportunity employer, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.”