Home Health VNA

Customer Service Representative

Job Locations US-MA-Lawrence
VNA - Lawrence (office)
Job ID
# of Openings
Hours (posting)
Regular Full-Time
Hours Per Week
Schedule From:
9:00 AM
Schedule To:
5:30 PM


Are you looking for an interesting and dynamic position in the growing field of home health care?  


Responsible for representing Home Health Foundation and functioning as a key communicator for the organization’s members and providers. Educates and informs referral sources of the foundation’s programs and services. Promotes company’s commitment to superior customer service. Proactively and reactively seeks appropriate solutions to potential and existing service issues. Identifies root cause issues and works diligently and cooperatively to minimize or eliminate issues leading to the successful completion of the referral.


  • Serves as the first-line ambassador for the face and voice of Home Health Foundation.
  • Receives and records referral inquiries and requests via phone. Acts to resolve concerns in accordance with corporate guidelines and standards for all areas of referral processing.
  • Responds to callers with the resolution of issues in a timely manner in accordance with the guidelines set by the department.
  • Ensuring every patient receives prompt, high quality care as they enter the service of Home Health Foundation, accepting new referrals, data entry, answering inquiries, and disseminating information.
  • Establishing and maintaining effective and efficient systems for patient referrals to ensure proper intake and dissemination of information regarding patient referrals is carried over to the admitting clinicians.
  • Maintains minimum standards for the department for quality and quantity of calls received.
  • Maintaining organized, effective and efficient systems and communication to ensure the continuity of quality patient care is delivered.
  • Fosters interpersonal relationships, showing empathy and understanding towards staff, protecting individual self-esteem. Understands own impact on others; interacts effectively with peers, subordinates, and supervisors.
  • Provides a high level of patient and analytical services over the telephone for referral sources or service areas by utilizing state-of-the-art telecommunications and computer information systems.
  • Builds sustainable relationships and trust with customer accounts through open and interactive communication.
  • The Customer Relations Representative assists with daily operations of the Intake Department including coordinating referrals and maintaining communication between referral sources, patients and the agency.


  • Two to three years’ experience in an administrative office or health care setting. Experience in home health industry preferred but not required.
  • Associates degree in Human Services, Health Services or business preferred.
  • Coding Certificate preferred.
  • Certificate, training or equivalent working with medical terminology preferred.
  • Strong skills with ICD-9 coding preferred.
  • Strong phone etiquette and customer service orientation.
  • Demonstrated computer proficiency.
  • Well organized; able to multi-task and prioritize.


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