• Intake Coordinator (Social Work)

    Job Locations US-TN-Nashville
    Category
    Clinical
  • Overview

    Aspire Health is the nation’s largest community-based palliative care provider. Aspire specializes in providing an extra layer of support to patients facing a serious illness through an ambitious palliative care program focused on caring for patients in their homes and outpatient clinics.  Aspire’s clinicians are experts in providing patients with relief from the symptoms, pain, and stress of a serious illness; helping patients and caregivers navigate the healthcare system; guiding patients and caregivers through difficult and complex treatment choices; and providing emotional and spiritual support to patients and their families.

     

    The  Intake Coordinator (Social Work) is a position that is focused on reaching out to prospective patients to explain Aspire’s services, while addressing a variety of inquiries and gathering feedback to schedule patient’s initial in-home appointment.  The Intake Coordinator (Social Work) has an ability to react very quickly and be nimble in providing responses and meeting the needs of the patient and our internal team members in a timely, calm, and professional manner.  

    Responsibilities

    • You are the first person our newly referred patients interact with at Aspire. Your mission is to develop a deep level of trust for patients in the most vulnerable chapter of life, understanding their needs, engaging the patient on how Aspire can best support them & their families, and orchestrating the initial engagement with our clinical team.
    • Major activities include: making outbound calls for prospective patients, and working to ensure the efficient scheduling of initial in-home appointments
      • Ensuring that the patient receives a detailed explanation of Aspire’s services
      • Expedite emergency clinical calls as needed 
      • Process new appointments or changes to existing appointments with a focus on patients that have heightened clinical or social needs
    • Demonstrate compassion for individual needs, attention to detail, and collaborating with other team members are critical success factors of this role. 
    • Demonstrate a high level of professionalism and continuous improvement while participating in the call quality monitoring processes. 
    • Complete ongoing training and coaching programs for further skills development. 
    • Work collaboratively and efficiently with other corporate and field based team members to ensure patients receive exceptional service. 
    • Document accurate and concise patient/family feedback and special needs during each call in our computer systems, enabling our market-based clinicians to provide excellent care during each appointment. 
    • Perform miscellaneous job-related duties as assigned
    • Regular attendance is an essential function of the job
    • Previous experience and success in exceeding individual and team goals in a clinical environment, or telephonic sales position with an ability to build rapport and connect with patients
    • Can multi-task and balance multiple, competing priorities
    • An exceptional customer service orientation featuring an empathetic, compassionate, and professional demeanor with each interaction
    • Tenacious problem solver, with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner
    • Remains positive and keeps forward momentum when faced with challenges and conveys that attitude to the team and to colleagues
    • Demonstrates short and long-term persistence in meeting objectives and personal development
    • Embraces change and constantly stretches one’s comfort zone in the spirit of constant improvement
    • Excellent communicator with an uplifting, and personable manner with outstanding phone etiquette  
    • Excellent written communication skills with success in providing notes, updates, and written communications via computer systems
    • Working knowledge of the healthcare industry is strongly preferred 
    • Excellent data-entry skills and proven ability to navigate multiple computer screens
    • Bilingual is a plus

    Qualifications

    High school diploma required
    Bachelor’s degree in Social Work or actively pursuing Bachelors in Social Work
     
    Regulatory Requirements
    Requires adherence to all Aspire Health internal policies, processes, and procedures       ensuring compliance with customer expectations and all applicable laws and regulations for privacy, security, and social responsibility, especially HIPAA and HITRUST.
     
    Physical Requirements
    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
    While performing the duties of this job, the Intake Coordinator (Social Work) is regularly required to talk or hear. The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
     
    Position Type and Expected Hours of Work
    This is a full-time exempt position.
     
    Travel
    No travel is expected for this position.
     
    Aspire Healthcare is a proud equal opportunity employer.

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