Administrative Services Coordinator

Working title: Administrative Services Coordinator

Classification title: ASC 1

Division: Hospice and Home Health

Program: Hospice

Reports to: Home Health and Hospice Manager

FLSA status: Non-Exempt: Full-Time

Schedule: Monday-Friday 8am-5pm

Wage Range: $19.21 to $23.48 hourly; depending on number of years of transferrable experience and internal equity

RiverStone Health:

Serving the Yellowstone County community and south-central Montana for nearly 50 years RiverStone Health is an essential provider of personal and public health services. Health Education Leadership and Protection HELP is what we do. From medical dental and behavioral healthcare; home care and hospice; public health services like immunizations WIC health promotion and restaurant inspections; and educating the next generation of health professionals our expertise spans all ages and stages of life. Underlying principles of access affordability compassion and quality in all interactions RiverStone Health improves life health and safety for all of the communities we serve. Foremost we are committed to creating a sense of belonging and engagement that respects the intrinsic value of every member of our team and the community we serve.

Hospice Services Program Overview:

The RiverStone Health Hospice Program cares for terminally ill patients who want to receive comfort-oriented care rather than continue to seek a cure. Hospice care emphasizes quality of life. Care and grief support services are provided wherever home is. Most hospice patients receive care in their home or the home of a relative or friend. Hospice care can also be provided in nursing homes or other facilities. Working together with patients and families our team of hospice professionals and volunteers help relieve physical symptoms and decrease psychological social emotional or spiritual distress of patients and their caregivers. Our 24 hour on-call nursing services are available to meet urgent needs.

Job Summary:

The Administrative Services Coordinator supports the Hospice program by coordinating referrals intakes eligibility verification documentation and admission processes. This role serves as a primary point of contact for patients families referral partners and internal staff providing compassionate exemplary customer service. The ASC ensures smooth hospice operations through strong communication organization and adherence to regulatory requirements.

Essential Functions/Major Duties and Responsibilities:

A. Administrative and Customer Service Duties 50%

• Provide exceptional customer service to patients families providers and co workers with professionalism empathy and tact.

• Answer phones route calls provide information take accurate messages and resolve concerns in accordance with hospice policies.

• Gather information to determine program eligibility and assist with the application of program policies and procedures.

• Prepare correspondence organize paper and electronic files and provide general office and clerical support.

• Enter data into multiple systems and prepare routine or special reports as

• Maintain current knowledge of hospice regulatory requirements Medicare rules and organizational policies.

• Maintain proactive communication with supervisors and team members to ensure efficient workflow and prevent operational issues.

• Participate in staff meetings training sessions workshops and continuing

• Support quality improvement and quality assurance

B. Hospice Referral Intake and Admissions Coordination 45%

• Initiate and follow up on hospice referrals from hospitals facilities physicians discharge planners and families.
• Enter referrals at the time of initial call; make timely contact (within 1 hour) and pursue alternative contact methods as needed.
• Review referral and clinical information with supervisors to determine hospice eligibility and service needs.
• Conduct timely informational visits and signing of admission paperwork explaining services and completing required documents.
• Explain hospice philosophy services expectations and benefits with sensitivity and clarity to patients and families.
• Obtain and track all necessary clinical documentation including prognosis certification and provider documentation.
• Verify Medicare/Medicaid eligibility and determine hospice insurance benefits; collaborate with billing or insurance coordinators as needed.
• Enter and track patient data from referral through admission ensuring documentation accuracy and visit compliance.
• Schedule and track timely initial nursing and social work assessment visits according to hospice standards.
• Track discharged patients needs follow-up requirements and
• Prepare patient admission packets initiate chart orders and support medical records scanning.
• Assist with hospice DME coordination ordering and return
• Prepare and complete weekly IDT materials and help ensure ongoing compliance as needed.

Non-Essential Functions/Other duties as assigned 5%

• Perform other duties as assigned in support of RiverStone Healths mission and

Education and Experience:

Minimum Qualifications:

• High School Diploma or GED and

• Database data entry and Microsoft Office product

• Experience working with a vulnerable population and/or
• Experience working in a medical setting

• Customer Service experience

• Any combination of experience and training which provides the equivalent scope of knowledge skills and abilities necessary to perform the work.

Preferred Qualifications:

• Medical terminology training or experience

• Experience working with underserved

Required Certificates Licenses Registrations:

• N/A

Knowledge Skills and Abilities:

• Ability to maintain a calm and positive demeanor during difficult client

• Ability to display non-judgmental and empathetic listening

• High degree of detail-oriented skill

• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.

• Ability to educate volunteers and show through example the significance and meaning of working collaboratively to maintain a positive work environment.

• Ability to prioritize and perform a wide range of tasks under pressure of continuous interruptions.

• Ability to perform job duties with integrity and innovation to ensure completion and a high level of quality.

• Ability to understand and adhere to required administrative policies and

• Excellent communication skills to ensure efficiencies and quality customer

Customer Service Excellence:

• Provide welcoming respectful professional

• Anticipate needs answer questions promptly and protect

• Demonstrate appropriate phone etiquette and handle complaints

• Take ownership of attitude communication and service

Supervision:

• N/A

Physical Demands and Working Conditions:

• Work is performed in an office setting primarily;

• Able to travel to outside facilities to meet with referral agencies if

• Ability to travel and use own personal Expected to drive a vehicle which requires sitting seeing and reading signs traffic signals other vehicles etc. Travel occurs in all weather conditions including extreme heat and cold.

• Create and maintain a safe/secure working environment by adhering to safety security and health requirements. Integrate injury illness and loss prevention into job activities by attending any necessary training and implementing best

Freedom to Act & Decision Making:

• Work is structured by public health regulations and established medical

• Decisions directly affect the quality of services provided to the

• The work is performed under the supervision and direction of the Senior Director and considerable leeway is granted for the exercise of independent judgment and initiative.

Communications & Networking:

• Daily written and verbal communication with patients clients volunteers and RiverStone Health staff.

• Work collaboratively with team members to support efficient hospice service

Budget & Resource Management:

Responsible for efficient use of time supplies and resources to support cost-effective operations.

Required Experience:

IC