Community Relations and Intake Coordinator

Working title: Community Relations and Intake Coordinator

Classification title: Administrative Assistant II

Division: Home Health and Hospice

Program: Home Health

Reports to: Business Operations Manager

FLSA status: Non-Exempt: Full-Time

Schedule: Monday-Friday; 8am to 5pm

Wage Range: $20.32 to $25.35 hourly; depending on number of years of transferrable experience and internal equity

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 HELPis 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.

RiverStone Health Home Health Services provides medical treatment for an illness or injury to help patients recover regain independence and become as self-sufficient as possible. Home health care helps patients manage chronic conditions like heart disease diabetes pain management or chronic obstructive pulmonary disease (COPD) and provides personal care services. Home Health Services may be requested by physicians the patient or family member or a hospital discharge planner. Through consultation with the patients healthcare provider Home Health Services develop a plan of care to meet the patients individual healthcare needs. The team includes nurses physical therapists occupational therapists speech therapists medical social workers and certified home health aides.

The Community Relations and Intake Coordinator is responsible for coordinating marketing referral development intake and administrative support functions for Home Health services. This position supports growth and retention through community outreach relationship development with referral sources and exceptional customer service while also managing referral intake insurance verification patient onboarding and office support functions. The Coordinator serves as a key liaison between patients families referral sources physicians and the interdisciplinary care team to ensure efficient operations and quality patient care.

A. Business Development & Community Outreach 60%

• Identify business development opportunities within the home health market and collaborate with leadership to support program growth and census development goals.

• Build and maintain strong working relationships with physicians hospitals long-term care facilities independent and assisted living facilities and other community referral sources.

• Organize outline and maintain a structured call and visit cycle for referral development activities.

• Coordinate and participate in community outreach programs presentations educational opportunities healthcare meetings and networking events to increase awareness of Home Health services.

• Provide ongoing education to referral sources regarding RiverStone Health Home Health services eligibility requirements and available resources.

• Consult patients and families regarding available services and program options.

• Maintain awareness of home health industry trends regulations and market changes.

• Facilitate effective communication with referral sources physicians healthcare staff patients and families.

• Develop and maintain referral tracking and outreach activity reports to identify growth opportunities and referral trends.

• Collaborate with leadership to support strategic growth initiatives and operational goals.

• Participate in staff meetings and provide updates regarding referral trends outreach efforts and community relationships.

• Create review and update marketing materials presentations publications and social media content.

• Maintain confidentiality of patient and organizational information in accordance with HIPAA requirements.

• Attend meetings conferences workshops and continuing education opportunities to remain current in assigned areas.

B. Intake Referral & Administrative Coordination 35%

• Address patient family and customer needs in a courteous professional and confident manner both in person and by telephone.

• Answer phones provide information transfer calls and respond to inquiries in a timely manner.

• Receive process and track referrals and inquiries from hospitals physician offices facilities patients and families.

• Enter referrals and inquiries into the electronic medical record system and initiate timely follow-up communication.

• Coordinate communication between referral sources clinical staff and patients/families to facilitate timely admission and continuity of care.

• Gather and review information necessary to determine program eligibility service appropriateness and patient needs.

• Discuss referrals and clinical findings with supervisory or clinical staff as appropriate.

• Verify insurance benefits Medicare and Medicaid eligibility and coordinate with insurance or billing staff when needed.

• Monitor referral status and assist in reducing delays in admission processing.

• Explain program services payment information and financial forms with sensitivity and professionalism while referring to complex billing questions appropriately.

• Obtain required medical documentation including physician orders and face-to-face documentation.

• Maintain accurate electronic records and ensure timely documentation completion.

• Enter patient information referral data admission information and progress updates accurately and timely into computer systems.

• Complete admission materials and patient binders.

• Track referral-to-admission conversion rates and maintain required reports.

• Initiate patient chart orders in the electronic medical record system.

• Assist with medical records scanning office organization inventory management and equipment tracking.

• Order office and program supplies and maintain inventory as needed.

• Prepare correspondence reports and other administrative documents.

• Maintain knowledge of applicable organizational state federal Medicare Medicaid and HIPAA regulations policies and procedures.

• Support compliance with organizational state federal Medicare and HIPAA requirements.

• Maintain effective communication and collaboration with patients families referral sources leadership and interdisciplinary team members to support efficient operations and quality patient care.

• Participate in quality improvement and quality assurance activities.

• Perform a wide variety of tasks while managing frequent interruptions and changing priorities.

• Support organizational goals related to referral growth patient satisfaction timely admissions and operational efficiency.

• Perform additional duties as assigned in support of RiverStone Healths mission goals and operational needs.

Minimum Qualifications

• High School Diploma or GED required.

Preferred Qualifications

• Associate degree in healthcare administration marketing business or related field preferred.

• Experience in home he.

• Experience in healthcare marketing intake coordination or medical office operations.

• Medical terminology training or experience.

• Experience working with underserved populations.

• Experience working with electronic medical record (EMR) systems preferred.

• Experience in healthcare intake admissions coordination customer service medical marketing or related healthcare operations required.

• Experience with Microsoft Office Suite database management and data entry.

• Valid drivers license.

• Ability to travel locally using a personal vehicle as needed.

• Strong customer service and interpersonal communication skills.

• Strong organizational and time-management skills with the ability to prioritize competing responsibilities.

• Ability to maintain professionalism and adaptability in a fast-paced healthcare environment.

• Ability to maintain a calm and positive demeanor during difficult interactions.

• Ability to demonstrate empathetic and non-judgmental listening skills.

• High degree of attention to detail and accuracy.

• Knowledge and understanding of HIPAA and patient confidentiality requirements.

• Knowledge of healthcare referral processes insurance verification and patient intake preferred.

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

• Ability to work collaboratively and maintain positive relationships with internal and external stakeholders.

• Ability to exercise independent judgment and initiative.

• Proficiency with Microsoft Office Suite healthcare database systems and electronic medical record systems.

• Ability to perform job duties with integrity professionalism and innovation to ensure high-quality outcomes.

• Ability to understand and adhere to required administrative policies procedures and regulatory requirements.

• Strong verbal and written communication skills.

Provides Customer Service Excellence to RiverStone Healths customers including patients clients family members visitors medical staff referral sources and co-workers by:

• Doing things right the first time

• Making people feel welcome

• Showing respect for each customer

• Anticipating customer needs and concerns

• Keeping customers informed

• Helping and going the extra mile

• Responding quickly

• Protecting privacy and confidentiality

• Demonstrating proper telephone etiquette

• Taking responsibility for handling complaints

• Maintaining professionalism

• Taking ownership of attitude toward Service Excellence

• None

• Work is primarily performed in an office setting with frequent computer use.

• Occasional travel to outside facilities and referral sources may be required.

• Ability to safely operate a motor vehicle in varying weather conditions.

• Ability to sit stand walk bend reach and use office equipment throughout the workday.

• Maintain a safe and secure working environment by following organizational safety security and health procedures.

• Work is performed under the supervision of the Senior Director with considerable independent judgment and initiative.

• Decisions directly affect customer service patient experience operational efficiency referral growth and continuity of care.

• Work is guided by healthcare regulations organizational policies and established medical practices.

• Daily verbal and written communication with patients families physicians referral sources staff and community partners.

• Collaborate closely with interdisciplinary team members to support quality patient care and operational effectiveness.

• Maintain professional relationships with internal and external stakeholders to support organizational goals and community partnerships.

• Responsible for managing time supplies equipment and other resources necessary to support efficient operations and service delivery.

• Decisions made by the position directly affect operational efficiency referral management patient access and cost of services.

Required Experience:

IC