Community Relations and Intake Coordinator

Company Overview
RiverStone Health has served the Yellowstone County community and south-central Montana for nearly 50 years, providing comprehensive medical, dental, behavioral health, home care, hospice, public health, and educational services.

Mission: HELP — Health, Education, Leadership, and Protection. Underlying principles of access, affordability, compassion and quality guide all interactions.

Home Health Program Overview
Our Home Health Services combine medical treatment with personal care to help patients recover, regain independence and achieve self‑sufficiency. Services are requested by physicians, patients, families or hospital discharge planners. Plans of care are customized with nursing, therapy and social work teams.

Job Summary
The Community Relations and Intake Coordinator coordinates marketing, referral development, intake and administrative support for Home Health services. The role supports growth and retention through community outreach, relationship development with referral sources and exceptional customer service while managing referral intake, insurance verification, patient onboarding, and office support. The Coordinator serves as a key liaison between patients, families, referral sources, physicians and the interdisciplinary care team to ensure efficient operations and quality patient care.

Business Development & Community Outreach (60%)

Identify business development opportunities within the home health market and collaborate with leadership to support program growth and census development goals.

Build and maintain strong working relationships with physicians, hospitals, long-term care facilities, independent and assisted living facilities, and other community referral sources.

Organize, outline, and maintain a structured call and visit cycle for referral development activities.

Coordinate and participate in community outreach programs, presentations, educational opportunities, healthcare meetings and networking events to increase awareness of Home Health services.

Provide ongoing education to referral sources regarding RiverStone Health Home Health services, eligibility requirements and available resources.

Consult patients and families regarding available services and program options.

Maintain awareness of home health industry trends, regulations and market changes.

Facilitate effective communication with referral sources, physicians, health‑care staff, patients and families.

Develop and maintain referral tracking and outreach activity reports to identify growth opportunities and referral trends.

Collaborate with leadership to support strategic growth initiatives and operational goals.

Participate in staff meetings and provide updates regarding referral trends, outreach efforts and community relationships.

Create, review and update marketing materials, presentations, publications and social media content.

Maintain confidentiality of patient and organizational information in accordance with HIPAA requirements.

Attend meetings, conferences, workshops and continuing education opportunities to remain current in assigned areas.

Intake, Referral & Administrative Coordination (35%)

Address patient, family and customer needs in a courteous, professional and confident manner both in person and by telephone.

Answer phones, provide information, transfer calls and respond to inquiries in a timely manner.

Receive, process and track referrals and inquiries from hospitals, physician offices, facilities, patients and families.

Enter referrals and inquiries into the electronic medical record system and initiate timely follow‑up communication.

Coordinate communication between referral sources, clinical staff and patients/families to facilitate timely admission and continuity of care.

Gather and review information necessary to determine program eligibility, service appropriateness and patient needs.

Discuss referrals and clinical findings with supervisory or clinical staff as appropriate.

Verify insurance benefits, Medicare and Medicaid eligibility and coordinate with insurance or billing staff when needed.

Monitor referral status and assist in reducing delays in admission processing.

Explain program services, payment information and financial forms with sensitivity and professionalism while referring to complex billing questions appropriately.

Obtain required medical documentation including physician orders and face‑to‑face documentation.

Maintain accurate electronic records and ensure timely documentation completion.

Enter patient information, referral data, admission information and progress updates accurately and timely into computer systems.

Complete admission materials and patient binders.

Track referral‑to‑admission conversion rates and maintain required reports.

Initiate patient chart orders in the electronic medical record system.

Assist with medical records scanning, office organization, inventory management and equipment tracking.

Order office and program supplies and maintain inventory as needed.

Prepare correspondence, reports and other administrative documents.

Maintain knowledge of applicable organizational, state, federal, Medicare, Medicaid and HIPAA regulations, policies and procedures.

Support compliance with organizational, state, federal, Medicare and HIPAA requirements.

Maintain effective communication and collaboration with patients, families, referral sources, leadership and interdisciplinary team members to support efficient operations and quality patient care.

Participate in quality improvement and quality assurance activities.

Perform a wide variety of tasks while managing frequent interruptions and changing priorities.

Support organizational goals related to referral growth, patient satisfaction, timely admissions and operational efficiency.

Non‑Essential Functions (≥5%)

Perform additional duties as assigned in support of RiverStone Health’s mission, goals and operational needs.

Education and Experience

High School Diploma or GED required.

Preferred Qualifications

Associate degree in healthcare administration, marketing, business or related field preferred.

Experience in home health, healthcare marketing, intake coordination or medical office operations.

Medical terminology training or experience.

Experience working with underserved populations.

Experience working with electronic medical record (EMR) systems preferred.

Experience in healthcare intake, admissions coordination, customer service, medical marketing or related healthcare operations required.

Experience with Microsoft Office Suite, database management and data entry.

Required Certificates, Licenses, Registrations

Valid driver’s license.

Ability to travel locally using a personal vehicle as needed.

Knowledge, Skills, and Abilities

Strong customer service and interpersonal communication skills.

Strong organizational and time‑management skills with the ability to prioritize competing responsibilities.

Ability to maintain professionalism and adaptability in a fast‑paced healthcare environment.

Ability to maintain a calm and positive demeanor during difficult interactions.

Ability to demonstrate empathetic and non‑judgmental listening skills.

High degree of attention to detail and accuracy.

Knowledge and understanding of HIPAA and patient confidentiality requirements.

Knowledge of healthcare referral processes, insurance verification and patient intake preferred.

Ability to prioritize and perform a wide range of tasks under pressure and frequent interruptions.

Ability to work collaboratively and maintain positive relationships with internal and external stakeholders.

Ability to exercise independent judgment and initiative.

Proficiency with Microsoft Office Suite, healthcare database systems and electronic medical record systems.

Ability to perform job duties with integrity, professionalism and innovation to ensure high‑quality outcomes.

Ability to understand and adhere to required administrative policies, procedures and regulatory requirements.

Strong verbal and written communication skills.

Customer Service Excellence

Doing things right the first time

Making people feel welcome

Showing respect for each customer

Anticipating customer needs and concerns

Keeping customers informed

Helping and going the extra mile

Responding quickly

Protecting privacy and confidentiality

Demonstrating proper telephone etiquette

Taking responsibility for handling complaints

Maintaining professionalism

Taking ownership of attitude toward Service Excellence

Physical Demands and Working Conditions

Work is primarily performed in an office setting with frequent computer use.

Occasional travel to outside facilities and referral sources may be required.

Ability to safely operate a motor vehicle in varying weather conditions.

Ability to sit, stand, walk, bend, reach and use office equipment throughout the workday.

Maintain a safe and secure working environment by following organizational safety, security and health procedures.

Freedom to Act & Decision Making

Work is performed under the supervision of the Senior Director with considerable independent judgment and initiative.

Decisions directly affect customer service, patient experience, operational efficiency, referral growth, and continuity of care.

Work is guided by healthcare regulations, organizational policies, and established medical practices.

Communications & Networking

Daily verbal and written communication with patients, families, physicians, referral sources, staff and community partners.

Collaborate closely with interdisciplinary team members to support quality patient care and operational effectiveness.

Maintain professional relationships with internal and external stakeholders to support organizational goals and community partnerships.

Budget & Resource Management

Responsible for managing time, supplies, equipment and other resources necessary to support efficient operations and service delivery.

Decisions made by the position directly affect operational efficiency, referral management, patient access and cost of services.

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