Patient Care Coordinator

Patient Care Coordinator (Admissions)

Position Summary

The Patient Care Coordinator serves as a key member of the Admissions team, responsible for managing the referral-to-admission process for a skilled nursing facility. This position acts as a liaison between referral sources, patients, families, hospitals, physicians, and facility departments to ensure timely admissions, exceptional customer service, regulatory compliance, and census growth.

The ideal candidate is highly organized, customer-service driven, detail-oriented, and able to effectively manage multiple priorities in a fast-paced healthcare environment.

Essential Duties and Responsibilities

Referral Management

• Receive, review, and respond to referral inquiries in a timely manner.
• Communicate with hospitals, case managers, discharge planners, physicians, and other referral sources regarding admission status.
• Evaluate referral information for completeness and appropriateness.
• Coordinate clinical and financial review processes.
• Maintain referral tracking systems and ensure accurate documentation.
• Meet established response time expectations for all referrals.

Admissions Coordination

• Facilitate a smooth and efficient admission process from referral through arrival.
• Coordinate transportation and admission logistics as needed.
• Verify insurance coverage and eligibility.
• Submit and monitor prior authorization requests.
• Communicate admission updates to facility leadership and interdisciplinary team members.
• Ensure all required documentation is obtained prior to admission whenever possible.

Family & Resident Relations

• Meet with prospective residents and family members.
• Conduct facility tours for prospective residents, families, and referral partners.
• Explain services, programs, insurance benefits, and admission requirements.
• Provide excellent customer service throughout the admission experience.
• Conduct admission follow-up visits to ensure resident and family satisfaction.
• Address concerns and coordinate service recovery when needed.

Compliance & Documentation

• Complete all admission paperwork accurately and timely.
• Ensure regulatory compliance with Medicare, Medicaid, managed care, and facility requirements.
• Maintain accurate resident records and admission files.
• Obtain required signatures and authorizations.
• Protect resident privacy and confidentiality in accordance with HIPAA regulations.
• Ensure all documentation meets state, federal, and company standards.

Relationship Development

• Maintain positive working relationships with referral sources.
• Participate in facility marketing and outreach activities as assigned.
• Serve as a professional ambassador of the facility.
• Assist with community engagement and customer service initiatives.

Performance Expectations

Referral Management

• Respond to referrals within established company response time standards.
• Maintain accurate referral tracking and follow-up documentation.
• Demonstrate urgency in securing admissions opportunities.
• Effectively communicate referral status and barriers.

Admissions Performance

• Meet admission conversion goals established by facility leadership.
• Effectively manage authorization requests and admission timelines.
• Minimize delays in the admission process.
• Ensure all admissions are coordinated efficiently and professionally.

Customer Service

• Deliver exceptional service to residents, families, and referral partners.
• Maintain positive resident and family satisfaction feedback.
• Conduct timely follow-up visits on all new admissions.
• Demonstrate professionalism and compassion in all interactions.

Compliance & Accuracy

• Maintain complete and accurate admission records.
• Achieve 100% completion of required admission documentation.
• Ensure compliance with HIPAA, Medicare, Medicaid, and facility policies.
• Demonstrate strong attention to detail with minimal documentation errors.

Teamwork & Communication

• Communicate effectively with nursing, therapy, business office, and leadership teams.
• Participate in admissions meetings and census discussions.
• Maintain a positive, solution-oriented approach.
• Support facility census and growth initiatives.

Required Qualifications

• High School Diploma or equivalent required.
• Healthcare admissions, customer service, case management, insurance verification, or related experience preferred.
• Skilled Nursing Facility (SNF), Post-Acute Care, Assisted Living, or Healthcare experience preferred.
• Knowledge of Medicare, Medicaid, Managed Care, and insurance authorization processes preferred.
• Strong organizational and communication skills.
• Proficiency with electronic medical records and referral management systems.
• Ability to manage multiple priorities while maintaining attention to detail.

Key Success Factors

• Sense of urgency
• Attention to detail
• Customer service excellence
• Relationship building
• Problem solving
• Effective communication
• Accountability
• Professionalism
• Organization and follow-through
• Ability to convert opportunities into admissions