Working title: Community Relations and Intake Coordinator
Classification title: Administrative Assistant II
Division: Home Health and Hospice
Program: Home Health
Reports to: Business Operations Manager
FLSA status: Non-Exempt: Full-Time
Schedule: Monday-Friday; 8am to 5pm
Wage Range: $19.21 to $23.48 hourly; depending on number of years of transferrable experience and internal equity
Serving the Yellowstone County community and south-central Montana for nearly 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do. From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life. Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve.
RiverStone Health Home Health Services provides medical treatment for an illness or injury, to help patients recover, regain independence, and become as self-sufficient as possible. Home health care helps patients manage chronic conditions like heart disease, diabetes, pain management or chronic obstructive pulmonary disease (COPD) and provides personal care services. Home Health Services may be requested by physicians, the patient or family member, or a hospital discharge planner. Through consultation with the patient’s healthcare provider, Home Health Services develop a plan of care to meet the patient’s individual healthcare needs. The team includes nurses, physical therapists, occupational therapists, speech therapists, medical social workers, and certified home health aides.
The Community Relations and Intake Coordinator is responsible for coordinating marketing, referral development, intake, and administrative support functions for Home Health services. This position supports growth and retention through community outreach, relationship development with referral sources, and exceptional customer service while also managing referral intake, insurance verification, patient onboarding, and office support functions. The Coordinator serves as a key liaison between patients, families, referral sources, physicians, and the interdisciplinary care team to ensure efficient operations and quality patient care.
A. Business Development & Community Outreach 60%
Identify business development opportunities within the home health market and collaborate with leadership to support program growth and census development goals.
Build and maintain strong working relationships with physicians, hospitals, long-term care facilities, independent and assisted living facilities, and other community referral sources.
Organize, outline, and maintain a structured call and visit cycle for referral development activities.
Coordinate and participate in community outreach programs, presentations, educational opportunities, healthcare meetings, and networking events to increase awareness of Home Health services.
Provide ongoing education to referral sources regarding RiverStone Health Home Health services, eligibility requirements, and available resources.
Consult patients and families regarding available services and program options.
Maintain awareness of home health industry trends, regulations, and market changes.
Facilitate effective communication with referral sources, physicians, healthcare staff, patients, and families.
Develop and maintain referral tracking and outreach activity reports to identify growth opportunities and referral trends.
Collaborate with leadership to support strategic growth initiatives and operational goals.
Participate in staff meetings and provide updates regarding referral trends, outreach efforts, and community relationships.
Create, review, and update marketing materials, presentations, publications, and social media content.
Maintain confidentiality of patient and organizational information in accordance with HIPAA requirements.
Attend meetings, conferences, workshops, and continuing education opportunities to remain current in assigned areas.
B. Intake, Referral & Administrative Coordination 35%
Address patient, family, and customer needs in a courteous, professional, and confident manner both in person and by telephone.
Answer phones, provide information, transfer calls, and respond to inquiries in a timely manner.
Receive, process, and track referrals and inquiries from hospitals, physician offices, facilities, patients, and families.
Enter referrals and inquiries into the electronic medical record system and initiate timely follow-up communication.
Coordinate communication between referral sources, clinical staff, and patients/families to facilitate timely admission and continuity of care.
Gather and review information necessary to determine program eligibility, service appropriateness, and patient needs.
Discuss referrals and clinical findings with supervisory or clinical staff as appropriate.
Verify insurance benefits, Medicare and Medicaid eligibility, and coordinate with insurance or billing staff when needed.
Monitor referral status and assist in reducing delays in admission processing.
Explain program services, payment information, and financial forms with sensitivity and professionalism while referring to complex billing questions appropriately.
Obtain required medical documentation including physician orders and face-to-face documentation.
Maintain accurate electronic records and ensure timely documentation completion.
Enter patient information, referral data, admission information, and progress updates accurately and timely into computer systems.
Complete admission materials and patient binders.
Track referral-to-admission conversion rates and maintain required reports.
Initiate patient chart orders in the electronic medical record system.
Assist with medical records scanning, office organization, inventory management, and equipment tracking.
Order office and program supplies and maintain inventory as needed.
Prepare correspondence, reports, and other administrative documents.
Maintain knowledge of applicable organizational, state, federal, Medicare, Medicaid, and HIPAA regulations, policies, and procedures.
Support compliance with organizational, state, federal, Medicare, and HIPAA requirements.
Maintain effective communication and collaboration with patients, families, referral sources, leadership, and interdisciplinary team members to support efficient operations and quality patient care.
Participate in quality improvement and quality assurance activities.
Perform a wide variety of tasks while managing frequent interruptions and changing priorities.
Support organizational goals related to referral growth, patient satisfaction, timely admissions, and operational efficiency.
Perform additional duties as assigned in support of RiverStone Health’s mission, goals, and operational needs.
Minimum Qualifications
High School Diploma or GED required.
Preferred Qualifications
Associate degree in healthcare administration, marketing, business, or related field preferred.
Experience in home he.
Experience in healthcare marketing, intake coordination, or medical office operations.
Medical terminology training or experience.
Experience working with underserved populations.
Experience working with electronic medical record (EMR) systems preferred.
Experience in healthcare intake, admissions coordination, customer service, medical marketing, or related healthcare operations required.
Experience with Microsoft Office Suite, database management, and data entry.
Valid driver’s license.
Ability to travel locally using a personal vehicle as needed.
Strong customer service and interpersonal communication skills.
Strong organizational and time-management skills with the ability to prioritize competing responsibilities.
Ability to maintain professionalism and adaptability in a fast-paced healthcare environment.
Ability to maintain a calm and positive demeanor during difficult interactions.
Ability to demonstrate empathetic and non-judgmental listening skills.
High degree of attention to detail and accuracy.
Knowledge and understanding of HIPAA and patient confidentiality requirements.
Knowledge of healthcare referral processes, insurance verification, and patient intake preferred.
Ability to prioritize and perform a wide range of tasks under pressure and frequent interruptions.
Ability to work collaboratively and maintain positive relationships with internal and external stakeholders.
Ability to exercise independent judgment and initiative.
Proficiency with Microsoft Office Suite, healthcare database systems, and electronic medical record systems.
Ability to perform job duties with integrity, professionalism, and innovation to ensure high-quality outcomes.
Ability to understand and adhere to required administrative policies, procedures, and regulatory requirements.
Strong verbal and written communication skills.
Provides Customer Service Excellence to RiverStone Health’s customers, including patients, clients, family members, visitors, medical staff, referral sources, and co-workers by:
Doing things right the first time
Making people feel welcome
Showing respect for each customer
Anticipating customer needs and concerns
Keeping customers informed
Helping and going the extra mile
Responding quickly
Protecting privacy and confidentiality
Demonstrating proper telephone etiquette
Taking responsibility for handling complaints
Maintaining professionalism
Taking ownership of attitude toward Service Excellence
None
Work is primarily performed in an office setting with frequent computer use.
Occasional travel to outside facilities and referral sources may be required.
Ability to safely operate a motor vehicle in varying weather conditions.
Ability to sit, stand, walk, bend, reach, and use office equipment throughout the workday.
Maintain a safe and secure working environment by following organizational safety, security, and health procedures.
Work is performed under the supervision of the Senior Director with considerable independent judgment and initiative.
Decisions directly affect customer service, patient experience, operational efficiency, referral growth, and continuity of care.
Work is guided by healthcare regulations, organizational policies, and established medical practices.
Daily verbal and written communication with patients, families, physicians, referral sources, staff, and community partners.
Collaborate closely with interdisciplinary team members to support quality patient care and operational effectiveness.
Maintain professional relationships with internal and external stakeholders to support organizational goals and community partnerships.
Responsible for managing time, supplies, equipment, and other resources necessary to support efficient operations and service delivery.
Decisions made by the position directly affect operational efficiency, referral management, patient access, and cost of services.