Job Description

Job Title: Triage & Referral Nurse, Hospice
Job ID: 732922
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Department: Hsp West RN Visiting
Location: 103 Yost Blvd., Pittsburgh PA 15221


Are you an experienced Nurse with a passion for hospice care? Would like to a mixture of both triage and referral, as well as work in the field? This is the role for you! The mission of Home Nursing Agency is dedication to the highest quality of customer service delivered with a sense of warmth, kindness and individual pride.


The position will cover 24+ hours of Triage, Monday through Wednesday(4p-12m), and the remaining 16+ hours home nurse visits. Flexible scheduling for the remaining 16 hours Thursday through Sunday.



  • Call Triage & Customer Support: Receive incoming calls, triage and assess the needs of the caller, and initiate the appropriate action to: Recommend further clinical interventions and provide appropriate clinical information to the patient and/or family. Notify the appropriate Agency staff immediately for urgent care related issues. Contact the patient's physician or emergent care. Provide for new or additional Agency services. Initiate activities to resolve customer concerns or complaints.
  • Document and communicate all contacts and relevant clinical information to appropriate Agency staff, physicians, families, and/or insurance providers.
  • Insurance Verification & Authorization: Verify customer insurance coverage and inform staff regarding benefit coverage. Conduct the initial authorization process. Verify and document customer's eligibility with Medical Assistance. Communicate insurance information to Agency staff regarding benefit coverage, deductions, co-pays, and special instructions. Maintain current database of all Agency insurance payers, with specifics about the insurance provider. Implement monitoring and tracking mechanisms to compare authorizations with services provided
  • Maintain Agency program/service knowledge to be an expert in educating and selling services in order to promote growth of Agency service lines. Demonstrate competence in understanding all of the Agency's service lines to ensure accurate information is shared with potential customers and referral sources. Establish the initial relationship with potential customers and their families through empathetic listening, developing and understanding of their unique situation and needs, answering questions, and by clearly explaining services that can be provided. Function as a central resource to Agency staff to educate them on programs and services offered. Coordinate and communicate referrals to the appropriate agency program(s) and location(s).
  • Medical Orders: Receive and process medical orders according to Agency procedures. Collect basic patient information including 1) Name 2) Date of birth 3) Address 4) Name of referring physician and 5) Specific orders. Determine the appropriate office/service location and voicemail scheduling staff within 20 minutes of receiving the order. Notify the appropriate Patient Care Supervisor immediately regarding a 'see today referral.
  • Other Functions: Maintain and protect customer and Agency confidentiality Promote personal and co-worker safety during work duties Educate and require adherence to performance improvement processes and initiatives Expand knowledge and expertise through educational resources and literature review Maintain personal productivity by demonstrating satisfactory attendance and punctuality Demonstrate support of the Agency's Mission, Principles, and Values, Ethics, & Standards of Behavior



  • Education: Registered Nurse required.
  • Experience: Two years of related work experience.
  • Prior experience in a customer-focused environment preferred.
  • Computerization Skills: Computer skills in a Windows based environment. Travel: Transportation to an alternate site may be required in the event of a facility emergency. 
  •   Schedule: Varying schedule to ensure adequate coverage of the Customer Contact Center 365 days a year.

    Licensure, Certifications, and Clearances:
    Certification/Licensure: Registered Nurse license required. CPR preferred

  • Act 34 Criminal Clearance
  • Older Adult Protective Services Act
  • Registered Nurse

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $22.22 to $38.12

Union Position: No

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