Working title: Administrative Services Coordinator
Position #(s): 1
Classification title: Administrative Assistant II
Division: Hospice
Reports to: Hospice Business Operations Manager
FLSA status: Non-Exempt: Full Time
Schedule: Monday-Friday; 8am to 5pm
Wage Range: $20.32 - $22.84 hourly depending on number of years of transferrable experience and internal equity
Organizational Overview:
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.
Hospice Services Program Overview:
The RiverStone Health Hospice Program cares for terminally ill patients who want to receive comfort-oriented care rather than continue to seek a cure. Hospice care emphasizes quality of life. Care and grief support services are provided wherever home is. Most hospice patients receive care in their home, or the home of a relative or friend. Hospice care can also be provided in nursing homes or other facilities. Working together with patients and families, our team of hospice professionals and volunteers help relieve physical symptoms and decrease psychological, social, emotional, or spiritual distress of patients and their caregivers. Our 24 hour on-call nursing services are available to meet urgent needs.
Job Summary:
The Administrative Services Coordinator supports the Hospice program by coordinating referrals, intakes, eligibility verification, documentation, and admission processes. This role serves as a primary point of contact for patients, families, referral partners, and internal staff, providing compassionate, exemplary customer service. Responsibilities include initiating and tracking hospice referrals, completing timely visits to explain hospice services and obtain paperwork, verifying insurance and Medicare/Medicaid benefits, preparing documentation, entering data, organizing patient records, and supporting quality assurance and interdisciplinary team (IDT) processes. The ASC ensures smooth hospice operations through strong communication, organization, and adherence to regulatory requirements.
Essential Functions/Major Duties and Responsibilities:
A. Administrative and Customer Service Duties 50%
- Provide exceptional customer service to patients, families, providers, and coworkers with professionalism, empathy, and tact.
- Answer phones, route calls, provide information, take accurate messages, and resolve concerns in accordance with hospice policies.
- Gather information to determine program eligibility and assist with the application of program policies and procedures.
- Prepare correspondence, organize paper and electronic files, and provide general office and clerical support.
- Enter data into multiple systems and prepare routine or special reports as
- Maintain current knowledge of hospice regulatory requirements, Medicare rules, and organizational policies.
- Maintain proactive communication with supervisors and team members to ensure efficient workflow and prevent operational issues.
- Participate in staff meetings, training sessions, workshops, and continuing
- Support quality improvement and quality assurance
B. Hospice Referral, Intake and Admissions Coordination 45%
- Initiate and follow up on hospice referrals from hospitals, facilities, physicians, discharge planners, and families.
- Enter referrals at the time of initial call; make timely contact (within 1 hour) and
- pursue alternative contact methods as
- Review referral and clinical information with supervisors to determine hospice eligibility and service needs.
- Conduct timely informational visits and signing of admission paperwork, explaining services and completing required documents.
- Explain hospice philosophy, services, expectations, and benefits with sensitivity and clarity to patients and families.
- Obtain and track all necessary clinical documentation, including prognosis certification and provider documentation.
- Verify Medicare/Medicaid eligibility and determine hospice insurance benefits; collaborate with billing or insurance coordinators as needed.
- Enter and track patient data from referral through admission, ensuring documentation accuracy and visit compliance.
- Schedule and track timely initial nursing and social work assessment visits according to hospice standards.
- Track discharged patients’ needs, follow-up requirements, and
- Prepare patient admission packets, initiate chart orders, and support medical records scanning.
- Assist with hospice DME coordination, ordering, and return
- Prepare and complete weekly IDT materials and help ensure ongoing compliance as needed.
Non-Essential Functions/Other duties as assigned ≥5%
(Functions performed either very infrequently or that could be performed by others without altering the underlying reason the job exists.)
- Perform other duties as assigned in support of RiverStone Health’s mission and
Education and Experience:
Minimum Qualifications:
- High School Diploma or GED and
- Database, data entry and Microsoft Office product
- Customer Service experience
- Any combination of experience and training which provides the equivalent scope of knowledge, skills, and abilities necessary to perform the work.
Preferred Qualifications:
- Medical terminology training or experience
- Experience working with underserved
Required Certificates, Licenses, Registrations:
Knowledge, Skills, and Abilities:
- Ability to maintain a calm and positive demeanor during difficult client
- Ability to display non-judgmental and empathetic listening
- High degree of detail-oriented skill
- Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.
- Ability to educate volunteers and show through example, the significance and meaning of working collaboratively to maintain a positive work environment.
- Ability to prioritize and perform a wide range of tasks under pressure of continuous interruptions.
- Ability to perform job duties with integrity and innovation to ensure completion and a high level of quality.
- Ability to understand and adhere to required administrative policies and
- Excellent communication skills to ensure efficiencies and quality customer
Customer Service Excellence:
- Provide welcoming, respectful, professional
- Anticipate needs, answer questions promptly, and protect
- Demonstrate appropriate phone etiquette and handle complaints
- Take ownership of attitude, communication, and service
Supervision:
Physical Demands and Working Conditions:
- Work is performed in an office setting primarily;
- Able to travel to outside facilities to meet with referral agencies if
- Ability to travel and use own personal Expected to drive a vehicle which requires sitting, seeing and reading signs, traffic signals, other vehicles, etc. Travel occurs in all weather conditions, including extreme heat and cold.
- Create and maintain a safe/secure working environment by adhering to safety, security, and health requirements. Integrate injury, illness, and loss prevention into job activities by attending any necessary training and implementing best
Freedom to Act & Decision Making:
- Work is structured by public health regulations and established medical
- Decisions directly affect the quality of services provided to the
- The work is performed under the supervision and direction of the Senior Director, and considerable leeway is granted for the exercise of independent judgment and initiative.
Communications & Networking:
- Daily written and verbal communication with patients, clients, volunteers and RiverStone Health staff.
- Work collaboratively with team members to support efficient hospice service
Budget & Resource Management:
Responsible for efficient use of time, supplies, and resources to support cost-effective operations.