UnityPoint Health - St. Luke's Hospital
Responsible for looking at the individual needs of each patient/customer and matching those needs to the many services UnityPoint at Home has to offer; utilizing other members of the home care coordination team as necessary to coordinate services outside of the specialized service line.
Processes all incoming work orders, interviewing client/referral source to secure demographic and financial and qualifying data, and securing verification and authorization of benefits as appropriate.
Specializes in one or more of the agencys service lines, yet is responsible for having a basic knowledge of all service lines.
Directs inquiries and referrals to the appropriate individual and/or service line. Coordinates incoming calls from both referral sources and patient/customers.
Initiates and coordinates prior authorization requests to third party payers and maintains a working knowledge of third party payer guidelines. Follows up with third party payers as necessary.
Operates computer system to record/document and retrieve information to ensure appropriate agency services are provided in a timely manner.
Establishes and maintains positive working relationships with current and potential customers and referral sources.
Builds and monitors community and customer/referral source expectations and perceptions of UPAH as a high quality provider of services; maintaining excellent customer service.
Assists other Intake/Home Care Coordinators as directed by the Intake/Home Care Coordination Manager.
Maintains a working knowledge of relevant regulations affecting patients and the operation of our business.
Performs patient follow up phone calls as directed by manager.
On-call duties may be required on a rotation basis, weekend and holiday
Performs other duties specific to some service lines.
Maintains regular and consistent attendance at work.
Behaves in a manner consistent with company mission, vision and value statements.
Maintains compliance with OSHA, accreditation standards and risk management guidelines.
Maintains compliance with personnel policies and procedures.
Behaves in a manner consistent with all corporate compliance policies and procedures.
Performs other duties as requested by Intake/Home Care Coordination Manager to facilitate the smooth and effective operations of the organization.
Meets measures as determined and required for job productivity and performance improvement.
Employee is responsible for completion of communication tasks and activities in a timely manner. This would include, but is not limited to: responding to email, voicemail or telephone messages, promptly, accurately, and professionally; attending staff meetings as scheduled or viewing videotapes of those meetings; asking questions of team members and supervisors when needing clarification about various day-to-day issues or patient needs; and reviewing employee communication pieces, to stay aware of UnityPoint at Home programs and initiatives.
Occasional after hours or overnight travel
Strong interpersonal skills.
Strong problem solving skills with previous customer service experience.
Basic knowledge of computer applications (i.e. Word, Excel) and operations.
Ability to work as a collaborative team member.
Ability to understand and apply guidelines, policies and procedures.
Knowledge of medical terminology, anatomy and physiology.
Knowledge of medical billing and collection practices.
One year of medical experience; preferably in community home health or home medical equipment.
CONTINUING EDUCATION REQUIREMENTS
All staff are expected to participate in appropriate continuing education as may be requested and/or required by their immediate manager. In addition, staff are expected to accept personal responsibility for other educational activities to enhance job-related skills and abilities. All staff must attend mandatory educational programs.