Referral Service Center Coordinator

JOB SUMMARY: Ensures that VNA of Somerset Hills exceeds the service expectations of patients, caregivers, and providers. This is achieved through customer relations, performing administrative functions and coordination of services within the department. Responsible for accurately and expediently entering preliminary patient referral information into system and ensuring that Referral Services Center calls are answered in a timely manner. This team member demonstrates competence in multi-tasking and prioritizing work, which ensures that we exceed our internal and external customer expectations.

Also responsible for working with the discharge planning team at hospitals and health care facilities to facilitate and expedite appropriate home care placements with the Visiting Nurse Association of Somerset Hills (VNASH) so patients may be appropriately discharged from the facility and receive home care services as expeditiously as possible after discharge.

REPORTS TO: Referral Service Center Manager

QUALIFICATIONS:

Required:

  • Bachelor’s Degree
  • Current license to practice as a Registered Nurse in the State of New Jersey
  • Excellence in communication/organization skills
  • Computer proficiency, including Outlook and Word

Preferred:

  • Previous referral and/or intake experience
  • Healthcare marketing experience
  • Knowledge of HomeCare HomeBase

DUTIES AND RESPONSIBILITIES:

  • Interprets agency policy to patients and facility personnel
  • Answer calls to Referral Service Center, consults with physicians, nurses and other disciplines to obtain referral information and provides feedback to facility personnel
  • Enters all preliminary patient referral information into computerized “point of care” system as needed
  • Inputs/processes referrals into the system in a timely and accurate manner
  • Communicates with internal departments and external customers regarding initial patient visits to ensure positive customer satisfaction
  • Participates in quality improvement activities
  • Builds professional relationships with patients, families, providers, internal customers to ensure service excellence
  • Demonstrates knowledge of computer systems, electronic health record, scheduling system and other technology utilized within the organization
  • Assist in evaluation of patients referred by facility staff for home care to determine appropriateness for admission to VNASH programs
  • Works with discharge planning team at facilities to refer patients needing other sources of care or appropriate service
  • Consults with physicians, nurses and other disciplines while establishing a coordinated home care plan prior to discharge
  • Provides feedback to facility personnel, as needed and/or requested
  • Evaluate Hospice referrals for eligibility, Coordinate needed service for Hospice admission, work with pharmacy to arrange medication delivery, and work with DME supplier to arrange equipment delivery
  • Process Hospice referral to include obtaining of MD order, referral entry, scheduling of initial visit, process of Hospice CTI and worksheets for worksheets for MD completion
  • Serves as a liaison between facilities and VNASH
  • Collects and maintains statistical data of referred patients, as needed
  • Collaborates with VNASH Referral Service Center regarding patient plan of care and needs
  • Serves as a resource to facility staff on community resources and home care issues and best practices
  • Carries out the mission, vision and pillars of the organization
  • Other duties as assigned

Specific equipment used: Telephone, computer, printer, photocopier, fax machine
Physical demands:Sitting, fine motor hand movement
Communication demands: Verbal, written
Reading, Mathematics, Vision: All required
Other job characteristics: Client/customer contact

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