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Central Intake Liaison -Inpatient hospice

Job ID: 957138
Facility: Vidant Home Health
Location: Greenville, NC
FT/PT: Full-Time
Reg/Temp: Regular
Date Posted: Mar 23, 2022

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Job Description

Vidant Health

About Vidant Home Health and Hospice

At Vidant Home Health and Hospice, we believe that no family should have to face terminal illness or the death of a loved one alone. Our hospice team provides support for patients and the families of patients with a limited life expectancy. Using a team approach, we work to meet the special physical, emotional, social and spiritual needs of our patients and families.

Position Summary

The Central Intake Liaison is the initial point of contact for all calls pertaining to home health, hospice, and CAP patients and their care. It is their responsibility for ensuring continuity between the referral sources, patients, and clinical staff in order to maximize patient experience, safety, care, comfort, and well-being. The Central Intake Liaison is responsible for accepting, entering, and initially assigning new referrals to the appropriate clinical team member (s) in a timely manner as set forth by policy. The care will be based upon the patient needs and according to physician/provider orders.
This person will obtain all necessary documents and information required to fulfill the mission, vision, and values of Vidant Health and provide an exceptional patient and family experience.


Patient Access:
Receives, processes, and assigns new referrals in a timely manner to ensure admission and appropriate patient care based on needs, geographic location, physician orders, and availability.
Accepts all referrals. Receives initial referral information from referral sources including but not limited to telephone, email, fax, ROI, and/or work ques. Notifies staff in a timely manner of pertinent issues to assure optimal patient and referral source.
Acts as a resource to referral sources about appropriate clinical services and any reimbursement
considerations / issues.
Collects all necessary supporting documentation and enters information into the electronic health system accurately.
Provides excellent customer service at all times. Communicates effectively with all internal and external customers.
Ensures scheduling of initial enrollment visit only and any subsequent visits will be scheduled by the clinician.

Information/Data Collection:
Obtains information from patient medical record and other data sources including but not limited to: patient demographics, accurate insurance information, history and physical or progress notes, list of current medications, most recent lab results, and if being discharged from the hospital, include discharge orders, face to face documentation, and the physician order. Obtain the name and location of the provider who will be assuming care after discharge.
Collects information on patients including but not limited to admission diagnoses and significant clinical
findings, ie., wound vac, tube feeding, PICC line, TPN, IV antibiotics, and other protocols as specified by patient needs.
Educates callers about services, answers questions appropriately and turns an inquiry into a patient referral.
Stays current and proficient with all required documentation, data systems, and other tools necessary for capturing accurate referrals and data.

Adheres to Vidant Healths Mission, Vision, and Values. All work will reflect these three imperatives:
Excellence in experience
Excellence in quality
Excellence in financial decisions.

Demonstrates at all times, Vidant Healths Values:

Doing the right thing
Be honest and sincere
Consistently support our shared principles
Be fair and ethical in all actions
Protect the confidentiality of our work environment, especially patient information

Connecting, caring and comforting unconditionally
Treat others in a culturally appropriate way
Show we understand through active listening
Focus on the person in front of you and be present in the moment
Demonstrate respect for all

Learning, adapting, improving and transforming
Learn from and apply best practices
Adapt to changing environments, expectations and knowledge
Use innovation and creativity to shape a better future
Stay up-to-date in our role
Take an active role in mentoring and educating others

Taking responsibility for what we do
Give and receive honest feedback and coaching
Work collaboratively
Equally shoulder individual, team and organizational goals
Do what we say we will do
Own our work and rise above our circumstances to get it done

Achieving zero harm to patients, visitors, families and staff
Provide an environment of safety
When uncertain, stop and get help
Anticipate and prevent potential harm
Follow Safety Habits and best practices

Contributing to our goals
Recognize the equal worth of each individual, including patients and families
Help each other do the right thing
Value what others have to offer
Identify and resolve inappropriate behaviors
Communicate effectively and openly

Demonstrates Professionalism:
Maintains professionalism in all situations.
Adheres to Agencys policies and procedures.
Promotes a positive image of the Agency and supports Agency leadership in its goals and objectives.
Uses personal discipline, initiative and independence to complete tasks prior to deadlines.
Responsible for effective communicating internally and externally.
Follows policies, procedures, and proper chain of command.
Responsible for respectful communication in a manner that promotes teamwork and problem solving.
Attends staff meetings, participates in team activities, and supports Health Access activities.
Will work with supervisor and/or manager to resolve any patient, referral source issues or needs. The manager will have the final decision on accepting or declining a patient referral.

Participates in Patient Safety and Quality Improvement activities:
Consistently uses good judgment and critically thinking skills.
Participates in rapid cycle and quality improvement committees as assigned.

Other duties as assigned.

Minimum Requirements

High School or greater degree is required.
Three to four years related experience

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