Hospice Intake Coordinator

About This Role

This role is the first point of contact for patients, families, and referral partners seeking hospice care, providing guidance through initial steps with clarity and compassion. The Care Navigator ensures timely access to care by coordinating referral information, scheduling, and maintaining accurate records in a fast-paced, on-site call center environment.

Responsibilities

• Respond to inquiries and manage initial communications with patients, family members, loved ones, and referral sources regarding hospice services
• Explain hospice philosophy and services clearly and compassionately
• Collect, verify, and organize necessary referral documentation, including demographic data, physician orders, and relevant clinical records
• Verify insurance coverage and benefits; identify and flag issues for follow-up
• Schedule assessments, visits, and services in coordination with clinical and business development teams
• Maintain accurate, up-to-date records in electronic systems including EMR and referral tracking tools
• Coordinate closely with intake nurses, admissions staff, and interdisciplinary teams to support seamless transitions into care
• Handle follow up work on pending referrals, missing documentation, and incomplete charts to prevent delays and ensure regulatory readiness
• Conduct basic chart audits as part of internal compliance and quality improvement efforts
• Meet departmental performance expectations and key performance indicators (KPIs)

Requirements

• High school diploma or equivalent
• 2+ years of experience in a healthcare call center, hospice intake, patient scheduling, or related role
• Proficiency with electronic medical records (EMR), Microsoft Office applications, and call-handling software
• Excellent verbal and written communication skills
• Highly organized with strong attention to detail
• Ability to manage multiple tasks under time constraints
• Bilingual English/Spanish

Qualifications

• High school diploma or equivalent required; associate's degree or healthcare-related coursework preferred.
• 2+ years of experience in a healthcare call center, hospice intake, patient scheduling, or related role required.

Nice to Have

• Associate's degree or healthcare-related coursework
• Experience in a KPI-driven call center environment

Skills

* Required skills