Navigation Center Coordinator - Hospice of Cincinnati

Job Overview :

Under supervision, this multi-functional position supports staff, management, and clinical personnel by executing specific, essential clerical and coordination duties. As initial contact to HOC for incoming referral inquiries, is responsible for referral processing and scheduling, along with ensuring documentation accuracy and integrity within the electronic records system (Epic). Consistently displays empathy and professionalism while adhering to associated processes and tasks. Requires excellent communication skills with the ability to manage patient / family emotions and confrontational customers, as well as provides comfort with difficult topics. At times, deals with crisis situations; must be able to manage effectively. Positively communicates with both HOC staff and referral contacts and follows appropriate channels for problem identification and resolution.

Job Requirements :

High School Degree or GED

Computer proficiency in MS Office

EPIC typing proficiency

Medical terminology

Excellent verbal and written communication

Customer service

Negotiations skills

Independent thinker

1-2 years experience Customer Service

Job Responsibilities :

Coordinates and schedules consultation / admission visits for clinical staff in EPIC. Continuous management of Consult / Admission scheduling work queue for pending referrals in EPIC. Assists in coordinating discharges, readmits, and division transfers to IPCC's. Reconciles the IPCC's bed availability and coordinates transport time for acute / respite patients. Demonstrates courtesy, respect toward patients, professionals and team members.

Monitors office processes; checks documents and communication for accuracy. Receives and processes referrals, completing data entry of referrals from all internal and external referral sources, triage of complex referrals, follow-up on pending referrals in appropriate work queues, recordkeeping, DocuSign, correspondence, scanning pertinent documents, and patient contact.

Other job-related information :

Working Conditions :

Climbing - Rarely

Concentrating - Consistently

Continuous Learning - Consistently

Hearing : Conversation - Consistently

Hearing : Other Sounds - Consistently

Interpersonal Communication - Consistently

Kneeling - Rarely

Lifting <10 Lbs - Rarely

Lifting 50+ Lbs - Rarely

Lifting 11-50 Lbs - Rarely

Pulling - Rarely

Pushing - Rarely

Reaching - Rarely

Reading - Consistently

Sitting - Consistently

Standing - Occasionally

Stooping - Rarely

Talking - Consistently

Thinking / Reasoning - Consistently

Use of Hands - Consistently

Color Vision - Consistently

Visual Acuity : Far - Consistently

Visual Acuity : Near - Consistently

Walking - Frequently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following :

Serve : ALWAYS…

• Welcome everyone by making eye contact, greeting with a smile, and saying 'hello'
• Acknowledge when patients / guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel : ALWAYS…

Respect : ALWAYS…

Value : ALWAYS…

Engage : ALWAYS…