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Job Overview: The department provides services to a multitude of internal and external customers, managing the first step in revenue cycle, ensuring accurate intake for billing and effectively correcting errors that delay billing and creating processes for standard work to ensure the highest degree of revenue capture and compliance with CMS regulations. Under the direction of/in collaboration with the Patient Registration & Admissions Nurse Manager, is responsible for planning, organizing, directing and coordinating all Navigation/Referral Department activities to include referral intake, patient evaluation and admission RN scheduling, urgent admissions and day-hour call coordination for all care settings, and phone system operations/call tree.Is responsible for team member management and support,managing access to program offerings and services, as well as departmental processes in accordance with corporate strategies and financial goals. This accountability encompasses patient care outcomes/related daily metrics and data integrity, service excellence, human resource issues, fiscal management, quality improvement compliance, and adherence to Hospice COPs and communication. Emphasis should be placed on creating a positive environment that fosters performance and customer service excellence, professional growth and retention. This is supported by the Assistant Manager acting as a role model and as a mentor and coach to team members. Job Requirements: Bachelor's Degree in Communication; Business, Health Care Informatics or related studies Epic EMR Cisco Finesse Customer service Microsoft Office Excellent customer communication skills Problem resolution skills 3-4 years experience Management Communication 1-2 years experience Customer Service Communication Job Responsibilities: Project/Process Management: Demonstrates effective organization skills and innvoation when designing, testing and implementing new processes to manage the patient flow of HOC Navigators for all programming. Maintains appropriate metrics and goals to meet Revenue Cycle/Intake Integrity: Ensures intake is accurate, congruent with established processes; continually adapted to meet new regulations, expectations and goals. Develops standard work for data flow to billing and works collaboratively and proactivel Customer Service/matrix skills: Actively working with team members (not exclusive to direction reports) to exceed our customer's expectations for front end processes to support the coordination of care continuum. Responsible for high level data integrity Intake and Call Management: Creates and operationalizes the intake funnel for Advanced Illness programming and integrating frontline into Cisco and supporting the growth of volume. Manages all incoming calls to HOC Navigators main number and referral numb Training and Development: Oversees competency requirements of direct reports. Identifies opportunities for improvement in staff while developing skills and coaching for improved performance. Develops and maintains EPIC course curriculum and training for f Other Job-Related Information: Direct Report FTEs = 10-19 Working Conditions: Climbing - Occasionally Concentrating - Consistently Continous Learning - Consistently Hearing: Conversation - Consistently Interpersonal Communication - Consistently Kneeling - Occasionally Lifting TriHealth is an equal opportunity employer. We are committed to fostering a diverse and inclusive workforce.