In my previous role as a Hospice Intake Coordinator, I managed the entire intake process, from initial inquiries to patient acceptance. I ensured all necessary documentation was completed accurately and efficiently, coordinated with healthcare providers for patient assessments, and communicated effectively with families to address their concerns and provide clear information about hospice services. This experience honed my ability to handle complex situations with empathy and professionalism, ensuring a smooth transition for patients and their loved ones.

I prioritize tasks based on urgency and the stage of the intake process. For instance, I prioritize cases that are in the initial assessment phase to ensure timely patient acceptance. I use a task management system to track each case's progress and set daily goals. This approach helps me manage multiple cases efficiently, ensuring no critical step is overlooked and maintaining a high standard of care for all patients.

I approach emotionally challenging situations with empathy and active listening. I ensure that families feel heard and supported, providing them with the necessary information and resources. I also maintain a calm and reassuring demeanor, which helps to alleviate stress. Additionally, I collaborate with my team to provide additional support when needed, ensuring that emotional and logistical aspects are well-managed.

I stay updated with all regulatory requirements and ensure that our intake procedures align with these standards. I conduct regular audits of intake documentation to verify compliance and provide training to the intake team on any new regulations. By integrating compliance checks into our daily workflow, I ensure that all intake processes are not only efficient but also fully compliant with industry standards.

In one instance, there was a misunderstanding regarding the care plan between a patient's family and the nursing team. I facilitated a meeting where both parties could express their concerns and expectations. By acting as a mediator, I helped clarify the hospice's care approach and addressed the family's concerns, ensuring alignment on the care plan. This experience reinforced the importance of clear communication and empathy in resolving conflicts.