Facility: Wellstar Palliative Medicine - Marietta

Intake Specialist-Palliative Care-Marietta

Shift: FT Day

The Intake Specialist Palliative Care supports the nurse practitioners and physicians that service patients in their home, assisted living facilities, nursing homes, and in the office setting for palliative care. This job is the first point of contact and must ensure a pleasant experience for patients and their families. This role contacts all patients referred for a Home or Clinic Palliative Visit and/or their representatives to obtain complete and accurate demographic, financial and insurance information, required for billing and collecting patient accounts.
This job coordinates and schedules initial, as well as follow up visits logistically for the Home Palliative nurse practitioners based on geographic locations for the patients and the nurse practitioner assigned to each region. This position provides critical support for
keeping the patient's record current and communicating ongoing patient needs to the palliative medicine clinical staff. Responds to patient requests and answers questions regarding various services offered through the Outpatient Palliative program. Analyzes and rectifies patient concerns using established procedures. Uses computer to access and/or update patient records. Obtains all necessary customer consents/attestations.

Core Responsibilities and Essential Functions:

Patient Experience
Works Appointment referrals WQ and triages patients eligibility for palliative care (clinic, home, assisted living or skilled nursing facilities) and coordinate and schedule initial and subsequent visits.
Contact each patient or their representatives to obtain complete and accurate demographic, financial and insurance information.
Confirm patient registration and insurance.
Obtain estimates for patients with no insurance or from needed insurance types that are OON.
Obtains all necessary signatures and is knowledgeable regarding any special forms that may be required by the patients third-party payer.
Ensure visits are confirmed prior to visits in office setting, facilities and before nurse practitioners travel to patients homes.
Ability to check patients in and out of the DAR for 5 nurse practitioners.
Coordinating referrals to other agencies when patients are out of our servicing area.
Makes corrections and updates patient account information in EPIC.
Available by phone for patients/families and returns all phone call left by patients.
Works closely with the hospice team for patients that bridge from palliative to hospice and those that discharge from hospice to palliative to ensure there are no gaps in care.
Helps coordinate care to ensure patients are in touch with appropriate resources for DME equipment.
Works close with the nurse navigator to triage any clinical issues that are pertinent to be handled for the patients care.
Documents thorough explanatory notes on patient accounts, concerning any non-routine circumstances, clarifying special billing processes.
Understands and applies WMG philosophy and objectives, and PAS policies and procedures, as related to assigned duties.
Maintains confidentiality of patient information, in accordance with WHS policy and HIPPA regulations.
Mailing letters, brochures educating patients about the benefit of palliative care, and also sympathy cards to patients previously serviced.
Consistently demonstrates the ability to organize work, recognizes and establishes appropriate work priorities, and completes work in a productive manner, without creating backlogs.
Proficient in communicating with physicians and nurse practitioners regarding patient care and scheduling needs.
Proficient in Microsoft Office Excel to maintain spreadsheets utilized for patient follow up care.
Works close with the nurse navigator to triage any clinical issues that are pertinent to be handled for the patients care.
Documents thorough explanatory notes on patient accounts, concerning any non-routine circumstances, clarifying special billing processes.
Understands and applies WMG philosophy and objectives, and PAS policies and procedures, as related to assigned duties.
Maintains confidentiality of patient information, in accordance with WHS policy and HIPPA regulations.
Mailing letters, brochures educating patients about the benefit of palliative care, and also sympathy cards to patients previously serviced.
Consistently demonstrates the ability to organize work, recognizes and establishes appropriate work priorities, and completes work in a productive manner, without creating backlogs.
Proficient in communicating with physicians and nurse practitioners regarding patient care and scheduling needs.
Proficient in Microsoft Office Excel to maintain spreadsheets utilized for patient follow up care.
Customer Service
Contacts all patients with a positive and professional attitude.
Answers all incoming phone calls and follows through with requests made.
Maintains courteous and cooperative working relationships with management, patients, physicians, and other professional contacts.
Verify insurance and provide estimates to patients, where needed.
Demonstrates ability to tactfully handle difficult situations and help patients in difficult times with managing their healthcare.
Presents a well-groomed and professional image in coordination with dept dress codes.
General
Work with clinicians, as needed.
Complete other documentation and duties as needed.
Performs other duties as assigned
Complies with all WellStar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

High school diploma Required or GED Required

Required Minimum Experience:

Minimum 3 years Health care related experience Required or
Associate Degree Preferred

Required Minimum Skills:

Professional, independent and self-directed
Excellent communication skill, both verbal and written
Computer/data entry experience proficiency
Proficiency in working Excel.
Exceptional customer service and phone communication skills
Working knowledge of patient registration systems and intermediate Microsoft Office Suite are preferred.
Effective problem solving and critical thinking skills.
Very effective in using multi-tasking to maintain a steady flow of department operations while coordinating patient care.
Effective communication skills (both written and verbal), attention to detail, self-directed and a positive attitude are essential.
Epic experience preferred.