Jacksonville, FL 32257Under the direction of the CXC Operations Team Lead, the Customer Experience Coordinator performs in a high volume, fast pace, multi-channel environment utilizing customer service, computer, speed and accuracy, and medical knowledge skills in the processing of referrals into all Community Hospice and Palliative Care programs.
conducts routine follow up with patients and referral sources to ensure a seamless admission to services when appropriate.
Primary Responsibilities :
Inputs data into the Electronic Medical Record (EMR) and relays available referral information to appropriate personnel.
Takes ownership of work on all referrals and follows up on pending referrals to ensure speed to care.
Manages workload through use of scheduler.
Provides Explanation of Services to patients and families either over the phone or face to face.
Processes referrals with accuracy and in a timely manner.
Appropriately seeks out a licensed Nurse to take physician certifications for Community Hospice Services.
Seeks direction from a licensed Nurse when handling complex patient cases that require nursing knowledge of hospice eligibility, including, but not limited to, patients transferring to Community Hospice from out of our service area.
Maintains a high level of confidentiality of all patient data as outlined in the Health Insurance Portability and Accountability Act (HIPAA).
Adheres to the Confidentiality and Non-Competition Agreement signed upon employment and change of status at Community Hospice.
Meets the standards of the job, such as productivity, accuracy, quality standards, adherence to schedule, and average handle time.
May provide guidance and / or mentoring to less experienced Compassionate Care Coordinators.
Ability to work overtime as needed.
Performs all other duties as assigned.
Level II ACHA (Agency for Healthcare Administration) Background Screening
Education / Experience :
Per mandates from the Centers for Medicare & Medicaid Services (CMS) and the Occupational Safety and Health Administration (OSHA), Alivia Care, Inc.
and its subsidiaries, affiliated entities, joint ventures and related entities
including, without limitation, Alivia Care of Georgia, Inc., Alivia Care Solutions, Inc., PACE Partners of Northeast Florida, Community Hospice of Northeast Florida, Inc.
and Community Hospice & Palliative Care Foundation)
requires the COVID-19 vaccine. If hired, you will be required to produce proof of vaccination as a condition of employment.
Exemptions for medical or sincerely held religious beliefs may be requested according to EEOC guidance
but approval is not guaranteed .