Work whereevery momentmattersEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe creation of the HHC System Support Office recognizes the work of a large and growing group of colleagues whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole rather than a single member organizationWith the creation of our new umbrella organization we now have our own identity with a unique payroll benefits performance management system service recognition programs and other common practices across the systemPosition SummaryWith a goal of achieving excellence in every patient and customer experience the Intake Customer Service Coordinator s role core purpose is to provide timely and effective response and initiation of homecare referrals ensuring accuracy and completion of the pre admission protocols identifying triaging and facilitating calls and inquiries are routed appropriately to other HHC entities and service lines as instructed collaborating with transitional care and clinical colleagues throughout the agency in supporting identification and alignment of appropriate level of care services and programs Engagement in Customer Service Call studies and department analytics as requestedTo become educated on levels of care and service across the healthcare system care navigating as required in facilitating timely coordination of certified or hospice care and services for patients moving from one level of care to another to ensure safe and effective patient transition across the post acute care continuum Serves as a bridge between the healthcare team and the patient andor caregiversEffective communication skills Self directed with a spirit of team support and success curiosity and ownership flexibility and a consistent demonstration of HW Leadership behavior and modelingPosition ResponsibilitiesEfficiency and accuracy in completing work as assignedAdherence to regulatory and agency policies and proceduresThis position is within our Central Intake Department It is a non clinical position with no face to face contact with patients and referral sourcesEnsuring adherence with referral management protocols policies and proceduresResponding to internal and external communication timely and accuratelyActs a team member in the regional intake business development liaison to HHCAH staff departments and customers both internally and externallyBuilding and supporting positive effective relationships across the continuum and with the patients and communities we serveUtilizing sound judgment identifying risk and safety concerns and triaging appropriatelyReviews pre admission referral documentation ensuring completion of pre admission requirements including FF elements ensuring agency policy and regulatory complianceCollaborating and communicating with transitional care staff Clinical colleagues Physicians office and home care staff to ensure continuity of medical care through confirmation of coordination of homecare orders follow up appointments risk factors insurance parameters and goals of carePreparing and maintaining accurate patient records charts and documents to support sound medical practiceConsistently communicates with HHCAH management to make sure all issues and problems are seamlessly handled so that both the patient and the referring source are satisfied with the results and processProviding consultation to referral source on community resources and home care issuesAdheres to the practice of confidentiality HIPAA and other statefederal regulations regarding patients families staff and the AgencyDemonstrating HW Leadership behaviors and supporting your team in culture and team building initiativesWork whereevery momentmattersEvery day more than Hartford HealthCare colleagues come to work with one thing in common Pride in what we do knowing every moment matters here We invite you to become part of Connecticutrsquos most comprehensive healthcare networkThe creation of the HHC System Support Office recognizes the work of a large and growing group of colleagues whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole rather than a single member organizationWith the creation of our new umbrella organization we now have our own identity with a unique payroll benefits performance management system service recognition programs and other common practices across the systemPosition SummaryWith a goal of achieving excellence in every patient and customer experience the Intake Customer Service Coordinator s role core purpose is to provide timely and effective response and initiation of homecare referrals ensuring accuracy and completion of the pre admission protocols identifying triaging and facilitating calls and inquiries are routed appropriately to other HHC entities and service lines as instructed collaborating with transitional care and clinical colleagues throughout the agency in supporting identification and alignment of appropriate level of care services and programs Engagement in Customer Service Call studies and department analytics as requestedTo become educated on levels of care and service across the healthcare system care navigating as required in facilitating timely coordination of certified or hospice care and services for patients moving from one level of care to another to ensure safe and effective patient transition across the post acute care continuum Serves as a bridge between the healthcare team and the patient andor caregiversEffective communication skills Self directed with a spirit of team support and success curiosity and ownership flexibility and a consistent demonstration of HW Leadership behavior and modelingPosition ResponsibilitiesEfficiency and accuracy in completing work as assignedAdherence to regulatory and agency policies and proceduresThis position is within our Central Intake Department It is a non clinical position with no face to face contact with patients and referral sourcesEnsuring adherence with referral management protocols policies and proceduresResponding to internal and external communication timely and accuratelyActs a team member in the regional intake business development liaison to HHCAH staff departments and customers both internally and externallyBuilding and supporting positive effective relationships across the continuum and with the patients and communities we serveUtilizing sound judgment identifying risk and safety concerns and triaging appropriatelyReviews pre admission referral documentation ensuring completion of pre admission requirements including FF elements ensuring agency policy and regulatory complianceCollaborating and communicating with transitional care staff Clinical colleagues Physicians office and home care staff to ensure continuity of medical care through confirmation of coordination of homecare orders follow up appointments risk factors insurance parameters and goals of carePreparing and maintaining accurate patient records charts and documents to support sound medical practiceConsistently communicates with HHCAH management to make sure all issues and problems are seamlessly handled so that both the patient and the referring source are satisfied with the results and processProviding consultation to referral source on community resources and home care issuesAdheres to the practice of confidentiality HIPAA and other statefederal regulations regarding patients families staff and the AgencyDemonstrating HW Leadership behaviors and supporting your team in culture and team building initiativesQualificationsEducationHigh School Diploma or GED is required Associates Degree preferredExperienceMinimum of one year recent homecare healthcare andor call center experience preferredSkillsDesired AttributesmiddotPositive outlookmiddotEffective communicatormiddotComputer literacy including Microsoft Office and Excelmiddotexperience and interest in problem resolution and process improvementmiddotA creative thinker that excels in team environmentmiddotProficient with technology ie Zoom Skpye for Business Microsoft Teams Righfax Literate in all Microsoft Office products and Adobe PDFmiddotWorking knowledge of EPIC EMRmiddotStrong problem resolution and critical thinking skillsmiddotExcellent oral and written communication skills self directed with a spirit of team support and successmiddotDetail OrientedmiddotAbility to perform in a production environment with a high quality output of workmiddotAble to sit of the daymiddot travel for onsite meetingstrainingWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving colleagues we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this isyour momentQualificationsEducationHigh School Diploma or GED is required Associates Degree preferredExperienceMinimum of one year recent homecare healthcare andor call center experience preferredSkillsDesired AttributesmiddotPositive outlookmiddotEffective communicatormiddotComputer literacy including Microsoft Office and Excelmiddotexperience and interest in problem resolution and process improvementmiddotA creative thinker that excels in team environmentmiddotProficient with technology ie Zoom Skpye for Business Microsoft Teams Righfax Literate in all Microsoft Office products and Adobe PDFmiddotWorking knowledge of EPIC EMRmiddotStrong problem resolution and critical thinking skillsmiddotExcellent oral and written communication skills self directed with a spirit of team support and successmiddotDetail OrientedmiddotAbility to perform in a production environment with a high quality output of workmiddotAble to sit of the daymiddot travel for onsite meetingstrainingWe take great care of careersWith locations around the state Hartford HealthCare offers exciting opportunities for career development and growth Here you are part of an organization on the cutting edge ndash helping to bring new technologies breakthrough treatments and community education to countless men women and children We know that a thriving organization starts with thriving colleagues we provide a competitive benefits program designed to ensure worklife balance Every moment matters And this isyour moment