Referral Coordinator

TITLE: REFERRAL COORDINATOR

REPORTS TO: INTAKE SUPERVISOR - RN

POSITION SUMMARY:

The Referral Coordinator serves as the primary point of contact for those seeking to make a patient referral to the BVNA. As such, this role is highly visible and representative of the BVNA brand.

The primary responsibility of this role is to deliver exceptional customer service to referral sources, reinforcing their desire to select BVNA for their patients' care and in so doing maximize the number of referrals taken by the BVNA. This must be done in a manner that captures necessary patient information, which is then flowed to BVNA clinicians efficiently and effectively via established processes. Must demonstrate service excellence to internal customers.

RESPONSIBILITIES:

• Provides exceptional customer service by being attentive to and responsive to referral sources.
• Develops positive relationships with referral sources.
• Accepts referrals via telephone, fax, etc. and interprets the need of the referral source.

Suggests alternative solutions when BVNA does not have the ability fulfill needs.

• Reviews all discharged patient information and enters into the Netsmart system prior to initial home assessment to enhance intervention. Documents specifics on template note page, e.g., wound care, teaching needs, IV medications, therapy needs, etc.
• Interprets Medicare, Medicaid and other third party regulations to insure appropriate referrals to home care.
• Interprets BVNA policy and capacity to meet requests for services.
• Evaluates calls for immediate intervention as needed.
• Documents cases Refused and Not Taken Under Care.
• Listens and responds to messages left on the general Intake Line in a timely fashion.
• Coordinates vendor and service providers to meet patient's needs.May arrange for

BVNA staff to make a pre-discharge visit to the acute care or long term care setting to observe/learn an ordered treatment/modality.

• Seeks and maintains current operating knowledge of other community resources making referrals as indicated to ensure comprehensive home care.
• Assures that there is good communication and a flow of information between Referral

Department and all clinical areas.

• Logs all statistical and referral data.
• Shares competitive intelligence with VP/Operational Excellence
• Notifies appropriate staff regarding any dissatisfaction or customer service incident with respect to referral sources, patients, families, etc.
• Applies the LEARN service recovery model of: Listen, Empathize, Apologize, Respond

& Resolve and Notify others.

• Documents any patient and/or family concerns or complaints on Client Concern or

Client Occurrence Forms.

• Completes the SOC/ROC scheduling for professional staff based on a variety of factors.

Manages staff member(s) geographical area(s) when scheduling.

• Verifies MD's signing plan of care.
• Performs similar or related duties as required.
• Responsible for interdisciplinary assessment
• Required to participate in Quality Assessment Performance Improvement Program and HHA sponsored In-Service Training

QUALIFICATIONS:

• High School diploma or equivalent required
• Minimum two years office experience, preferably in a health care environment
• Knowledge of medical terminology
• Computer/data entry skills
• Able to manage independently.
• Exhibits a growth-oriented mind set with a can-do personality.
• Displays exceptional customer service skills.
• Must be sufficient with computer software
• Adheres to all BVNA policies including, but not limited to, the Confidentiality

Agreement, Personnel Policies and Clinical Policies and Procedures

• Ability to work independently
• Ability to strictly adhere to confidentiality requirements
• Driver's license and reliable vehicle
• Available weekend and holidays

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Job Type: Full-time

Pay: From $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending