Intake Coordinator

Job Details:

Job Location:

Madison, WI
- Madison, WI 53711, Position Type:
Full Time,

Travel Percentage :
Non-Driving,

Job Shift: AM, Job Category:
Admin
- Clerical,

Location:

Madison, WI

1.0 FTE (40 hours/week) | Shift | Monday-Friday | 8:30am - 5:30pm

Every 8th Weekend and 1-2 holidays/year

Make a lasting impact with Agrace

Join Agrace, a nationally recognized nonprofit leader in hospice and palliative care. If you are looking for a role that helps support meaningful, patient-centered care, this is your opportunity to make a difference!

The Intake Coordinator receives and manages inquiries and referrals for all client/patient facing service lines offered by Agrace. The role serves as a central point of contact for referral partners, patients, clients, families, payers, and Agrace teams. The Intake Specialist acts with urgency, applies sound judgment, and provides clear, compassionate customer service from first contact through referral disposition or admission handoff.

The Intake Specialist maintains ownership of each referral throughout its lifecycle. The role gathers and validates required information, explains Agrace services, coordinates clinical and financial review, schedules timely visits or admissions, documents all activity in designated systems, and communicates status and next steps to those involved.

• Receive and manage inquiries and referrals
• Receive, log, prioritize, and track inquiries and referrals from hospitals, physicians, clinics, skilled nursing facilities, patients, clients, families, and community partners.
• Serve as the primary contact for inbound referrals and referral-related questions across Agrace service lines.
• Respond promptly, establish the next action, and maintain ownership until the referral is admitted, transferred, closed, or otherwise resolved.
• Identify and address questions, concerns, and objections that may prevent or delay scheduling or enrollment. Help patients, clients, and families understand available services and the importance of timely follow-up.
• Collect and validate demographic, clinical, payer, physician-order, legal decision-maker, and supporting documentation.
• Review referral information for completeness and obtain missing medical records, medication lists, history and physicals, discharge summaries, orders, advance directives, consents, and other required documents.
• Create and maintain an accurate referral record in the electronic health record, referral-management platform, customer relationship management system, or other designated systems.
• Monitor pending referral queues and follow up consistently to prevent delays or lost referrals.
• Coordinate screening, review, and admission readiness
• Gather information about the patient’s or client’s current condition and goals. Help patients, clients, and families understand which Agrace service may best meet their needs.
• Screen referrals for the requested service line, clinical appropriateness, geographic coverage, capacity, payer requirements, and required level of care within the role’s established scope.
• Coordinate clinical review and admission decisions with nursing, medical services, admissions, scheduling, and operational leaders.
• Identify and elevate complex, high-risk, delayed, or incomplete referrals to the appropriate clinical or operational resource.
• Verify insurance benefits and payer eligibility. Obtain or track prior authorization and related documentation when required, including Medicare, Medicaid, Medicare Advantage, and commercial plans.
• Obtain information required for hospice certification and coordinate follow-up with primary care and referring physicians within required regulatory time frames.
• Coordinate pre-admission…