Role Snapshot

• Position: Hospice Intake Coordinator (Care Navigator)


• Focus: Intake coordination and first-contact support for hospice referrals


• Schedule: Full-time, Monday through Friday, 9:00a–5:30p CST (10:00a–6:30p EST)


• Work Setting: On-site call center, office-based


• Coverage: Supports hospice referrals across Arc's service areas

Role Summary

The Care Navigator serves as the first point of contact for patients, families, and referral partners seeking hospice care, guiding them through the initial steps with clarity and compassion. This role supports timely access to care by coordinating referral information, scheduling next steps, and maintaining accurate records in a fast-paced call center environment. The position requires consistent on-site presence and bilingual Spanish communication to meet the needs of the communities served. Through attentive coordination and clear communication, the Care Navigator helps ensure smooth, respectful transitions into hospice services for patients and families.

Overview

The Care Navigator manages the initial stages of new hospice referrals across Arc Hospice & Palliative Care’s multi-state service area. This role is the first point of contact for patients, families, loved ones, and referral sources seeking hospice care. The Care Navigator collects and verifies referral documentation, explains hospice services, verifies insurance, coordinates scheduling with field staff, and ensures timely and compassionate transitions into care. The role requires strong communication and technical skills, attention to detail, and the ability to thrive in a fast-paced, metrics-driven call center environment.

Key Responsibilities

• Responds to inquiries and manages initial communications with patients, family members, loved ones, and referral sources regarding hospice services.


• Explains hospice philosophy and services clearly and compassionately to those initiating or exploring care.


• Collects, verifies, and organizes necessary referral documentation, including demographic data, physician orders, and relevant clinical records.


• Verifies insurance coverage and benefits; identifies and flags any issues that may require follow-up with referral sources or internal team members.


• Schedules assessments, visits, and services in coordination with clinical and business development teams, based on urgency and patient/family needs.


• Maintains accurate, up-to-date records in electronic systems including the electronic medical record (EMR) and referral tracking tools.


• Coordinates closely with intake nurses, admissions staff, and interdisciplinary teams to support seamless transitions into care.


• Handles follow up work on pending referrals, missing documentation, and incomplete charts to prevent delays and ensure regulatory readiness.


• Conducts basic chart audits as part of internal compliance and quality improvement efforts.


• Meets departmental performance expectations and key performance indicators (KPIs), including timeliness, data accuracy, and service quality.


• Participates in regular team meetings, shift handoffs, or case discussions as required.


• Performs other duties as assigned

Qualifications

• High school diploma or equivalent required; associate’s degree or healthcare-related coursework preferred.


• Minimum of 2 years of experience in a healthcare call center, hospice intake, patient scheduling, or related role required.


• Experience in a KPI-driven call center environment is strongly preferred.


• Demonstrated proficiency with electronic medical records, Microsoft Office applications, and call-handling software.


• Excellent verbal and written communication skills, with the ability to handle emotionally sensitive conversations professionally and empathetically.


• Highly organized with strong attention to detail and the ability to manage multiple tasks under time constraints.


• Demonstrated ability to work independently and collaboratively within a fast-paced, service-oriented team.


• Bilingual English/Spanish required.