About this role
Role Overview
- Be a CenterWell Home Health representative in supporting patients who have been discharged from service or for those who may need post-acute services
- Navigate healthcare options; care services post-acute offerings, Medicare coverage, billing issues, and accessing healthcare resources
- Use a variety of tools and methods to quickly provide patient options and education including but not limited to sites of service, specialty offerings, post-acute care, and other related questions
- Handle a variety of customer issues including location lookup, directions, and complaints
- Make clinical level of care determination based on discussion, medical records, and any other important clinical data
- Match these needs to a service site location or, if not available, look up and provide alternative services
- Be a customer advocate throughout the referral process to ensure timely response and to maximize referral to admission conversion rate
- Follow-up and track referral and admission outcomes
- Maintain awareness and orientation to department performance objectives, meets standards, and assures patient satisfaction goals are met
- Assist in the admissions process by acting as an ambassador for patients who meet the admissions requirements
- Focus on placing the right patient to the right care setting at the right time
- Adhere to and participates in Company's mandatory training which includes but is not limited to HIPAA privacy program/practices, Business Ethics and Compliance programs/practices, and Company policies and procedures
- Review and adhere to all Company policies and procedures
- Provide education regarding Home Health, Hospice, and Palliative Care Services
- Help with clinical eligibility review for alternate services
- Participate in special projects and perform other responsibilities as assigned.
Requirements
- Associates Degree required
- BSN preferred
- We require a compact state RN license
- Business needs may require additional state licensures be obtained
- At least 3 years post-acute experience
- Home Care or hospice experience preferred
- Nursing background working across multiple areas of post-acute care
- Nursing experience in post-acute care
- Current CPR certification
- Knowledge of home health, hospice, and palliative care services
- Ability to learn and master information related to locations and services of clients
- Excellent analytical and problem-solving skills
- Excellent verbal and interpersonal skills
- Communicate with empathy over the phone
- Must read, write and speak fluent English.
Benefits
- medical, dental and vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance and many other opportunities