Job Description

PURPOSE OF POSITION

The Patient Specialist is primarily engaged in educating the family about hospice services and ensuring that patients are signed into the Hospice program.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Listed below is an outline of the major duties and responsibilities that will be required. Administrative authority, responsibility, and accountability necessary to perform the assigned duties under the supervision of the Controller are delegated to the Patient Specialist.

Every effort has been made to provide a position description that is as complete as possible. The duties outlined herein are not considered complete and final ,and are not the only duties the Patient Specialist will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is a logical assignment to the position.

DUTIES

1. Performs the following patient support services:
2. Introduces hospice care to the patient/family at his/her residence or any medical facility in El Paso County.
3. Obtains initial paperwork from the patient/family/medical facility.
4. Explanation of hospice services and consents forms.
5. Assists the staff at the medical facility(s) to expedite the care process by making copies of specified information and faxing/delivering this to the Admissions Specialist
6. Maintains a daily log of contacts, activities and the nature of discussions using format provided by Hospice El Paso.
7. Receives and responds to inquiries about referrals to hospice care.
8. Schedules pre-admission visits with Admissions Specialist as needed prior to start-of-care.
9. Informs families, physicians, social workers, nursing homes, and other pertinent individuals about the appropriate use of Hospice El Paso services.
10. Shares information with admissions staff and all departments involved.
11. Evaluates financial classification of new referrals. Assists in pre-certification of patient insurance (Medicare, Medicaid and private insurance) prior to admission to include verifying the number of unfunded patients.
12. Assures that referral information is disseminated to all departments prior to admission.
13. Completes pre-admission in Hospice Services Enters information into HomeWorks. Provides a complete report to all disciplines of the receiving team and on-call nurses.
14. Assists with daily phone calls to discharge planner on hospitalized referrals to relay status and anticipated discharge date.
15. Enters patient’s information into Hospice Source website for DME needs in preparation for admission.
16. Enters patient information through Hospice Pharmacia website.
17. Emails referral profile to Advantage Pharmacy.
18. Trains new specialists.
19. Assists with arranging for equipment and supplies needed to begin care.
20. Assists outside staff as necessary.
21. Maintains tickler file system on pending and non-admitted referrals and follows up on a consistent basis as defined by Hospice El Paso.
22. Maintains a minimum of 30 Start of Care for English and Spanish binders.
23. Ensures that all pre-admissions contacts/communication are accurately recorded daily.
24. Tracks client contacts through HomeWorks.
25. On-call rotating schedule during the week and on weekends.

RESPONSIBILITIES

1. General
2. Works directly with providers to identify and solve problems.
3. Refers difficult or complicated problems identified in the professional community to the Admissions Specialist.
4. Functions independently and demonstrates personal integrity, flexibility and the ability to work effectively with other personnel under varying circumstances.
5. Has knowledge of and follows Hospice policies and procedures.
6. Maintains a professional appearance and arrives to work on-time.
7. Displays a consistent positive attitude.
8. Demonstrates Values of Hospice:
9. Adheres to Hospice of El Paso Mission and Value Statement.
10. Performs other duties as assigned.

2. Communication

1. Establishes and maintains effective communication and a cooperative manner with patient/family members, physicians, professionals and support staff working in hospitals, nursing facilities, foster homes, and other related facilities as required by position.
2. Communicates effectively, both verbally and in writing, with all levels of Hospice staff.
3. Complies with HIPAA standards by abiding with minimum Protected Health Information necessary to perform job description responsibilities. Access level 2 – Select, insert, update.

3. Professional Development

1. Attends and participates in in-service education classes and on-the-job training programs as required.
2. Attends conferences and workshops as approved.
3. Attends ethics and compliance training and maintains compliance with CCP.

Requirements

QUALIFICATIONS

1. Education and Experience
2. High school graduate, college desirable.
3. Prior experience in customer services, sales or marketing, preferably in a medical environment.

2. Technical/Other Skills

1. Excellent interpersonal and communication skills.
2. Excellent written and oral presentation skills.
3. Organized and detail-oriented.
4. Manages time effectively, meets deadlines.
5. Must be able to read, write, and speak English at a level which will permit the employee to accurately understand and communicate information as necessary to safely and efficiently perform the job duties. Bilingual English/Spanish desirable.
6. Persistent and goal oriented.

WORKING CONDITIONS

1. Works in well lighted ventilated office areas, hospitals, nursing facilities, foster homes and patient homes.
2. Able to work beyond normal working hours, weekends, holidays, as necessary.
3. Subject to frequent interruptions.
4. Subject to hostile and emotionally upset patients, family member, as well as encounters with emotionally upset personnel, who are reacting to personal or patient-related matters. An ability to understand and deal with others needs and feelings is essential.
5. Has personal vehicle available for transportation to potential family and referral source locations during work hours and access to a personal phone.
6. Exposure Level – Category II. Job does not routinely involve exposure to blood, other bodily fluids and potentially infectious materials, however exposure or potential exposure may be required as a condition of employment.

PHYSICAL REQUIREMENTS

1. Physically fit and able to work in a variety of settings and locations, primarily in well lighted/ventilated areas.
2. Able to cope with the mental and emotional stress of the position.
3. Sits, bends, lifts, and moves intermittently during working hours.
4. Lifts and move items, generally not to exceed 20lbs.
5. Possesses sight/hearing senses or uses prosthetics that enable these senses to function adequately to meet the requirements of the position.