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Intake Specialist I

Company: Covenant Hospice
Location: Pensacola
Posted on: May 3, 2021

Job Description:

Why Covenant Care?

Are you a Healthcare Warrior? Want a competitive, engaging job with great perks? Want a seat at the table to discuss strategy? Want to see your ideas put into action? Then you want to look closely at a career with Covenant Care.

Covenant Care is one of the largest non-profit providers of home health, hospice, memory, palliative and private duty care in the regions we serve. Our collaborative team of more than 600 physicians, nurses, aides, therapists and professional staff and volunteers serve patients and families in communities throughout Florida and Alabama. For more information, visit, or visit us on Facebook, Instagram or LinkedIn.

Ready to join our family?

Our teammates enjoy a supportive environment and flexible schedule with advancement opportunities. Covenant Care's engaging culture is founded upon mutual respect and trust. A place where employees feel valued and patients and residents feel the service is extraordinary. We recognize and celebrate the value of each teammate's unique contributions and encourage a sense of ownership, sharing our mission with patients, families and our communities.

Position Summary:

Responsible for receiving telephone calls, dispatching when needed, and the proper routing of messages to appropriate person. Responsible for accepting referrals, processing referrals in a timely manner and scheduling initial consultations with Admission RNs and Nurse Navigators and providing general information to medical community and community at-large. As this position is usually the first point of contact with Covenant Care, customer service skills, ability to prioritize and sort in a skilled and professional manner are required.


A High School diploma or equivalency and minimum of three (3) years experience in medical clerical, medical assistance or a similar Call Center customer service setting. Must possess excellent communication skills, customer service skills, computer skills, type 35 words per minute; operate a multi-line telephone system and ability to adapt to a variety of situations. Medical terminology, Medical Office Assistant or Health Unit Coordinator experience preferred. Flexibility to work any shift as needed. Must possess valid driver's license and current automobile insurance.

Job Relations:

Reports to: Intake Director

Main Duties & Responsibilities

* Performs all functions for referral intake by accepting referrals via various entry points.

* Ability to effectively communicate to patient/family, medical community and community at large regarding Covenant Care philosophy and all services available.

* Informs patients and families by explaining services; answering questions; providing information.

* Obtains patient information by answering telephone calls; interviewing callers; verifying information.

* Establishes EMR by accurately entering all demographic, financial and referral data in to the computer systems to facilitate billing and scheduling in a timely manner.

* Completes all follow up communication as needed to ensure complete documentation of the record.

* Assist Care Navigation RN with dispatch of on call nurses to assure most appropriate resource is used for patient visit at the direction of the RN.

* Provides administrative support to the call center during traditional and nontraditional operating hours.

* Provides customer service support to all internal and external customers by using proper phone etiquette.

* Answers and prioritizes telephone calls courteously and professionally and routes to the appropriate person.

* Monitor all incoming and outgoing calls before transferring a call to a nurse. Promote positive image of the Hospice concept to fellow employees and the community.

* Demonstrates self-directed behavior:

* Attends all mandatory general staff meetings, in-services and other meetings

* Completes clinical competency orientation within the 90-day probationary period.

* Required to comply with all Covenant Care policies, procedures and personnel policies, including those specifically addressing disaster preparedness and response.

* Promotes a healthy and safe environment.

* Updates job knowledge participating in educational opportunities.

* Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.

* Performs other duties as assigned by supervisor, including field assignments as required.

Special Demands/Physical Requirements:

This position will sometimes require MODERATE. Normally, such lifting will involve, but not be limited to, the lifting of boxes, books, office supplies, and small equipment items. This position is mentally demanding due to the responsibility associated with responding to all telephone calls as well as the routing of visitors to the office of their destination.

Benefits for Eligible Employees Include:

* Health insurance

* Paid time off for vacation, holiday, sick and bereavement leave

* Company paid and supplemental life insurance

* Retirement plan with company match

* Optional cafeteria plan benefits such as dental, vision, accident, cancer and hospital days

* Flexible spending accounts for healthcare and dependent care expenditures

* Continuing education, advance credential assistance and tuition reimbursement

* Employee assistance program for employees and families

* Mileage reimbursement and company fleet car program

Contact the Human Resources Department at 850.365.9659 for more information. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

Keywords: Covenant Hospice, Pensacola , Intake Specialist I, Other , Pensacola, Florida

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