• Process new referrals that arrive by telephone, email, fax and website inquiries, in the manner best fitting the needs of the referral source. • Responsible for routine follow up on multiple lists of pending patient charts daily. • Enter accurate information to support data integrity and maximize reimbursement. • Verify Medicare and Medicaid hospice benefits. • Notify Managed Care Department of commercial insurances and managed health care plans. • Notify the Marketing Representatives of each new referral outside of the working hours the Program Scheduler, 8pm-8am local time and weekends. • Call patients and families and offer a same day appointment to ensure a timely admission. • Seek assistance of the Program Scheduler to determine appropriate staffing and coverage for appointment needs during the hours of 8am-8pm local time, Monday through Friday. • Explain hospice benefits and services to patients and families as needed. • Assign appointments to VITAS Admissions Representatives and provide them with appointment report outside of the hours the Program Scheduler is working, 8pm-8am local time and weekends. • Complete admission consent paperwork as needed. • Update referral sources on the status of their referred patients when appropriate. • Establish and maintain effective relationships with internal and external customers. • Take report from VITAS Admissions Representatives and accurately document the outcome. • Verify discharge plans and facilitate the delivery of Home Medical Equipment prior to discharge. • Supports coworkers and encourages a sense of teamwork amongst peers. • Provide training and mentoring to new team members as assigned. • Other duties and special projects as determined by the department supervisor or director. • Participate in morning check in meeting with the Program Scheduler to review staffing/scheduling needs for the day. • Will support the VITAS Mission, Core Values, and Care Connection Center cultural platforms at all times. QUALIFICATIONS • Two or more years related experience in medical terminology and/or in a call center environment • Ability to attain goals in a fast-paced, dynamic environment • Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with internal and external callers • Superior ability to effectively communicate at all levels of the customer interaction to include both verbally and in writing to provide a concierge level of service • Working knowledge of computers, internet access, and the ability to navigate within an automated systems and a variety of software packages, and type minimum 45 wpm • Prior experience in working collaboratively with other functional leaders to drive action plans. • Must be highly organized and able to manage multiple responsibilities and work on various assignments simultaneously • Model positive behaviors that are focused on supporting: integrity, valuing diversity, innovation, building relationships, customer focus and teamwork. • Ability to communicate tactfully with department heads, managers, coworkers and vendors to resolve problems and negotiate resolutions • Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center. • Ability to type at least 40 WPM • Bilingual in English/Spanish a plus EDUCATION • Completion of high school or basic education equivalency required. • Medical or business office education or training desired SPECIAL INSTRUCTIONS TO CANDIDATES • EOE/AA M/F/D/V