Customer Service Representative

Intake Specialist - Non-Clinical

At VNA Health, our mission is to revolutionize healthcare through compassion and innovation, ensuring every individual's well-being is prioritized. We're dedicated to empowering our employees to make a real difference in the lives of our patients and communities, driving positive change in healthcare. Join us in our mission to provide exceptional care and improve the health and dignity of those we serve.

Under the direction and supervision of the Vice President of Operations, the Intake Specialist - Non-Clinical will be an integral member of the Intake Department and will contribute to increasing VNA Health's revenue and reputation by converting referrals to successful admissions by providing excellent customer service and maintaining high standards of quality in work product. The Intake Specialist - Non-Clinical will respect and promote the mission, values, and vision of VNA Health.

Responsibilities :

• Assess, triage, and process referrals to successful admissions in a timely, accurate, and professional manner.
• Process in accordance with VNA Health's and Intake's policies / protocols and CMS regulations.
• Obtain required information from referral sources (physicians, discharge planners, case managers, and other facility staff) and follow their policies / procedures.
• Collaborate with VNA Health departments to meet relevant requirements, protocols, and regulations.
• Communicate with patients / families to educate about and facilitate for successful home care services.
• Meet or exceed goals regarding referral-to-admit conversion rate and face-to-face encounter documentation.
• Enter all pertinent data in EMR and other electronic and manual systems with a high degree of accuracy, timeliness, and completeness.
• Respond to all inquiries (phone, email, mail, fax, in-person) of internal and external customers in a timely, accurate, and professional manner.
• Demonstrate comprehensive working knowledge of VNA Health's programs and services, including associated regulations and payment sources, and communicate them effectively to constituents.
• Maintain strong proficiency in external data systems (such as ProAccess, Wave, Aiden, etc.).
• Comply with applicable Joint Commission standards.
• Maintain high standards of customer service at all times, with particular focus on responsiveness and facilitating solutions.
• Strengthen the Intake team through personal commitment and actions as a supportive team member.
• Require minimal supervision while performing a variety of tasks, defining priorities, and managing time efficiently.
• Work independently and function well in a strong team environment.
• Act in a fiscally responsible manner.
• Uphold VNA Health's core values and follow organization policies and requirements.
• Performs other duties as assigned by supervisor.
• All staff are expected to participate as needed in variable shifts, including weekend rotation per staffing needs and departmental holiday rotation.

Qualifications :

Physical Requirements :

STANDARD OF PERFORMANCE VNA Health Evaluation tool

Apply today to be considered for our Intake Specialist role or email recruiter@vna.health with your resume.