The Visiting Nurse Service of New York (VNSNY) is the nation's largest not-for-profit home- and community-based health care organization, serving the five boroughs of New York City, and Nassau, Suffolk, and Westchester Counties. For 125 years, VNSNY has been committed to meeting the health care needs of New Yorkers with compassionate, high-quality home health care. We offer a wide range of services, programs, and health plans to meet the diverse needs of our patients, members, and clients from before birth to the end of life.
Each day, more than 13,000 VNSNY employees - including nurses, rehabilitation therapists, social workers, other allied professionals, and paraprofessionals - deliver compassionate care, unparalleled medical expertise, and 24/7 solutions and resources to more than 48,000 patients and members, helping them to live the best lives possible in their homes and communities.
Responsibilities and Qualifications
Responds to inbound phone calls and determines customer needs while providing accurate and responsive intake. Provides general VNSNY information to the referrer, patient and community, ensuring excellent customer service. Processes and transcribes patient information for referral entry and responds to electronic platforms, faxed or phone referrals. Follows Hospice admission criteria and processes referrals accordingly. Facilitates the safe and timely transfer of patients from a hospital, skilled nursing facility, physician office, or other home care site to the care of VNSNY Hospice. Works under moderate supervision.
Education: High School Diploma or equivalency required. Associates Degree in Health Care, Business or related field preferred.
Experience: Minimum one year of customer service experience required, preferably in the healthcare industry (i.e. hospital, long term care, home care setting, or medical office). Ability to quickly learn and understand medical terminology required. Experience entering data, navigating and retrieving information through a mainframe or similar computer system required. Ability to adapt to change and work in a team based environment required. Ability to be persuasive, negotiate to win-win outcomes and demonstrate exceptional customer service skills required. Demonstrated capability to gain commitment, build rapport with others (patients, families, physicians, clinicians, institutions etc.) required. Strong follow up skills required, as well as the ability to manage multiple priorities. Knowledge of managed care, Medicare/Medicaid and insurance authorization/billing helpful but not required. Bilingual skills may be required, as determined by operational needs.