Intake Manager (RN)

Overview

The VNA of the Treasure Coast provides compassionate, innovative care of the highest quality, setting the standard for patients and caregivers needing private care, home health, hospice, and community health services.

Together, we provide the highest quality patient care.

Come be a part of the VNA team! We are a mission-minded non-profit organization that has been committed to making a difference in the community we serve since 1975!

The VNA offers its associates a competitive array of benefits and perks such as:

• Competitive pay 
• Up to 18 paid days off accrued in first year, 6 observed holidays*
• Competitive rates and plans for health, dental, and vision insurance*
• Employer paid term life insurance*
• 403b retirement plan with company match after one year
• Complimentary access to VNA Mobile Health Clinic
• Tuition reimbursement after one year of service*
• Free CEU credits
• Immediate Access to Employee Assistance Plan (EAP)
• Several local and national discounts

*Available to benefit eligible associates

The VNA is seeking an Intake Manager to perform and manage the intake and coordination of patient care services for home health and if needed, other businesses of the VNA.  Provide and train referral staff to understand, gather facts and interact with clients and potential customers during intake and general patient care service inquiries.  Communicate and refer new referrals to appropriate departments to ensure prompt service.  Manage short and long-term objectives of department and staff to achieve strategic objectives of growth, financial stability, and customer service.  Work under some supervision performing all referral center duties with supervisory responsibility for referral center staff.  Incorporate and demonstrate the Core Values of the VNA – Integrity, Collaboration, Accountability, Respect, and Excellence at work and whenever representing the VNA.

Responsibilities

1. Responsible for complete and accurate referral information from patients, physicians, physician’s offices, hospitals, nursing homes, etc and all coordination of referrals for all companies. 

2. Receive telephone calls related to patient care, referrals, inquiries regarding all agency services, calls from current patients, physician offices and staff and ensure accuracy of information communicated back to caller.  

3. Deliver quality customer service while triaging all referrals; follow up with complaints when they occur to maintain VNA standards and reputation.  Ensure staff is trained to perform as expected. 

4. Ensure optimum communication occurs within and between departments about referrals, referral volume and situations, for example:

A. Notify VP Home Health or Executive Director Hospice, Patient Care Manager and Social Worker of high risk cases. B. Notify Patient Care Managers of the status of outpatient surgical patients.  C. Notify appropriate physician liaison of potential hospitalized patients.

5. Collaborate with Clinical Teams to assure all pertinent patient data collected and communicated.

6. Follow HIPAA guidelines and maintain protected health information (PHI) obtained in the course of work.  Know and comply with state, federal, Medicare and Joint                Commission standards

7. Attend mandatory staff meetings, and appropriate in-service programs.  Fulfill mandatory e-learning courses for self and staff by the due date.

Supervisory Essential Duties

1. Ensure optimum communication occurs within and between departments about agency issues, policies, procedures, and business performance, as well as referral volume and situations. 

2. Set and maintain direct report schedules to ensure adequate referral center coverage to meet all hours of operation, client needs, internal department needs, and routine deadlines. 

3. Perform managerial responsibilities, such as selection, on-boarding/training for new staff, plan goals and work assignments, coach and develop, and assess performance. 

4. Maintain knowledge about VNA policies pertaining to associates and consult with People & Culture on employee relations and/or associate performance improvement.   

5. Communicate department and staff performance expectations related to agency and department goals, as well as aligned individual goals.  Conduct progress reviews of goals as expected by agency. 

6. Follow and reinforce staff compliance with emergency management and safety. 

7. Prepare reports, presentations, proposals, outcome data and statistics as required.

Qualifications

• Active RN license in the State of Florida & Current Basic Life Support for Health Care Provider Certification/CPR
• Minimum 1 year work experience in hospice, home health, geriatrics, or medical/surgical nursing
• Minimum 1 year management/supervisory experience a plus
• Electronic medical record experience preferred.