Access Coordinator - Annapolis, United States - Greater Baltimore Medical Center (GBMC)

Description

The Access Coordinator is responsible for managing all aspects of the hospice referral intake process, while delivering high-quality, professional, compassionate services in accordance with the mission, core values and vision of Gilchrist. The Access Coordinator is accountable for establishing and maintaining relationships with patients, families, and referral sources responding to all customer requests and concerns; while possessing strong organizational skills, with emphasis on accurate and thorough documentation with high attention to detail for accuracy. The Access Coordinator works cohesively with all organizational disciplines to facilitate hospice admissions to all levels of care. The Access Coordinator is responsible for scheduling all new hospice patients and the dispatching of nursing staff and non-clinical support services to the home, hospitals, and nursing facilities as needed. The Access Coordinator also works independently on the weekends and evenings, to ensure that Medicare insurance benefits are accurately verified; documenting all verbal communications accurately in the Epic EMR. Access Coordinators utilize Windows, Excel, and Word Interfaces, as well as Epic software including proficient use and management of work queues. The Access Coordinator must possess strong verbal communication skills and having the ability to facilitate the signing of Admission paperwork with patients/families as needed. The Access Coordinators must be able navigate Navi health/Curaspan, Allscripts, ePortfolio, Care Everywhere, and CRISP interfaces.

Education:
High School or equivalent/Associates or bachelor's degree preferred
Licensures/Certifications:
Not Applicable
Experience:
One-year healthcare experience required. Previous experience in a customer support role, EMR experience required, LTC experience a plus, Proficient in relevant computer applications.
Skills:
* Strong phone skills to include excellent verbal and active listening
* Build good rapport with customers
* Ability to multi-task, set priorities, and manage time effectively
* Excellent customer service skills which include questioning, probing, listening, establishing rapport, matching, and closing
* Demonstrate empathy, a genuine concern, and passion for helping customers
* Strong assessment skills to identify the customer's needs, clarify information, research issues and provide resources and information that best meet assessed needs
Typing skills include, 50-60 wpm

Principal Duties and Responsibilities:
* Knowledgeable of the continuum of services within Gilchrist and the community and able to match needs with services.
* Ensure customers queries are answered with the aim of a first-time resolution.
* Ensure that queries and follow up actions are responded to within agreed response times.
* Schedule visits for all inquiry and referral callers
* Follow policies and procedures for admissions management
* Schedule admission visits within required timeframe
* Maintain accurate pending referral list and communication
* Document all call information according to standard operating procedures.
* Dispatch visits to Access staff and Liaisons,
* Dispatch information and coordinate visit schedules for visiting pre-admission staff
* Follow-up on all pending patients and non-admits
* Facilitate processing of admission documents from referral call through transfer to appropriate care team
* Communicate prospective patient updates to appropriate referral sources timely and accurately
* Communicate with referral sources, DME, pharmacy and other vendors to process all certifications, orders, and required admission information
* Initiate LOAs for non-contracted facilities
* Coordinates patient services needs such as scheduling ambulance
* Coordinates Respite communications for all care teams
* Communication and coordination of IPU admissions and transfers
* Conducts exceptional follow through for and with customers.
* Demonstrates impeccable customer service and achieves targets for metrics.
* Be able to identify and share trends in customer queries.
* Handles complaints and concerns in a professional manner
* Enter prospective and admitted patient demographic information and status updates in the Epic database
* Obtain information and accurately complete all documentation, forms and logs for referral calls and admissions processing. All data entered in to the Epic system
* Epic work queue use and management
* Help resolve referral and admissions management issues and complaints through direct communication with referral sources and Access admissions team.
* Verify Medicare benefits insurance and authorize care on weekends and after-hours. Communicates with Gilchrist Eligibility Team patient accounting for updates
* Verifies physician licensure and obtains physician consents for care
* Elevates appropriate concerns to Access Manager.
* Ensures compliance with all state, federal and CHAP requirements

COVID-19 Vaccination

All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners.

Equal Employment Opportunity

GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.