St. Francis Healthcare of Hawaii

Call Center Representative Saturday & Sunday

  • St. Francis Healthcare of Hawaii
  • Honolulu, HI 96817
  • 6 days ago


Job Description

Must comply with CMS COVID-19 mandate Saturday and Sunday 8:00am to 4:30pm

Summary of Duties

Schedules Referral and Start of Care visits for clients referred from hospitals, physician offices and others in the community for admission, services, procedures and home visits performed in Hospice Nuuanu, Home Hospice, Health Svcs for Sr Citizens, and other departments for all locations and islands.

Duties include: collecting required statistical data on all clients, inputting all necessary data into the computer system and generating reports.

Projects a professional organization image through phone interaction with internal and external callers.

Essential Functions of the Job Answers calls for SFHS appropriately.

Utilizes the UCCX and Mitel to determine the proper greeting.

Provides telephone answering/referral assistance by analyzing calls received and determining proper routing of calls to appropriate staff/service/agency.

Works collaboratively and communicates effectively with physicians’ office staff, community representatives, and other staff members for the scheduling of Referrals and Starts of Care Visits and other various services in a timely manner.

Calls to confirm physician schedules for scheduled patients and provides documentation to the SF physician prior to the SOC so the physician can complete the Certification of Terminal illness documentation in Allscripts.

Based on an understanding regarding face-to-face requirements for Hospice, schedules a physician accordingly.

Works collaboratively with providers or referral sources to ensure proper pre-requisites have been communicated to clients.

Provides effective and efficient customer service by verifying that all pre-requisites for various services have been met and appropriate documentation received prior to scheduling, according to established policies and procedures.

Participates in relationship building with referral sources.

Responsible for learning about all SFHS programs, communicating admission requirements for all service lines, and is able to determine if admission requirements have been met.

Understands and communicates insurance coverage requirements for Hospice and Palliative Care.

Understands and can communicate prior authorization requirements for Hospice and Palliative Care.

Provides physician and community referral service by providing appropriate information to meet the patient’s needs for particular specialty needs or general practice.

Collects appropriate patient information to effectively pre-register clients scheduled for various services.

Verifies insurance eligibility for Hospice and Palliative Care.

Assists with Hospice, Supportive Care and Palliative Care as needed.

Also completes eligibility verification form for Supportive Care patients.

Navigates through online insurance portals to obtain necessary information.

Assists with monthly insurance verifications for Palliative Care.

Analyzes and resolves scheduling conflicts by working collaboratively with appropriate departments and physician/physician offices to ensure proper scheduling availability for clients.

Communicates and coordinates with managers of any cases that require special equipment, supplies, staffing, etc.

Identifies caller’s needs and determines appropriate service and/or markets all St. Francis services and routes calls to appropriate resources, including SF partners.

Works with department managers to ensure proper staffing and utilization of staff based on need.

Processes referrals of HSSC, Hospice, and Palliative Care in EMR.

Enters accurate information and completes necessary fields.

Responds to and completes EMR tasks in a timely manner.

Responsible for keeping updated regarding information on employees, positions held and contact numbers.

Provides a daily report of all contracted SNF bed availability to all Hospice staff.

Prepares documents and assembles Start of Care Packets for Hospice.

Provides SOC listing and supporting information/documentation daily to ensure all SOC’s are captured.

Assists with answering basic billing questions from patients/patient’s families.

Assists with sending out marketing materials (i.e. brochures, rack cards, etc) to community partners on a regular basis.

Assists with providing St. Francis event information to callers.

Assists with company surveys.

Assists with providing Hospice Aides their schedules when necessary.

Assists with coordinating Transportation and DME for Starts of Care when necessary.

Mails out information to the community as requested.

Properly handles IT help desk requests.

Responsible for keeping informed regarding current and upcoming SFHS events, and communicates information appropriately.

Takes reservations for SFHS events as needed.

Performs other related duties as assigned.

Must comply with CMS COVID-19 mandate

Skills Required

Educational Requirements High school, plus additional courses or specialized training at business or community college, or other formal training facility or program.

Requires ability to understand and carry out assigned duties effectively.


Minimum one-year scheduling appointments in a medical setting.

Familiarity with home health and hospice services desirable.

Previous work experience with computer systems required.

Typing required (45 wpm).

Knowledge of medical terminology.

Thorough knowledge of computer systems required.

Ability to schedule, coordinate needs and make decisions based on knowledge of services and scheduling requirements.

Prioritizing and problem-solving skills.

Must be able to work in a stressful situation, e.g. telephone ringing, insistent callers

Communication and Contacts Requires contacts both inside and outside the organization in order to furnish or obtain information and/or provide patient care.

High levels of courtesy, tact and discretion required.

Similar Jobs