Job Description

Summary

The Agency Intake Liaison serves as the first point of contact for patients referred to subcontracted agency care. This role ensures a smooth and patient-centered onboarding experience by coordinating intake, scheduling, documentation, and communication across internal teams and external agency partners. Liaison plays a critical role in contract compliance and documentation accuracy, supporting the Agency Management Team (AMT) mission to deliver high-quality, safe, and efficient care.

Essential Duties and Responsibilities

Includes the following. Other duties may be assigned, as necessary.

Responsibilities

• Conducts initial outreach to new patients referred to agency care following pharmacy initiation.
• Coordinates scheduling with agency partners and ensure timely assignment of nursing staff.
• Introduces patients to their assigned Agency Supervisor and provides contact details.
• Provides patients with a clear overview of the agency care process and expectations.
• Collects and documents patient preferences (e.g., scheduling, communication).
• Ensures all intake documentation is complete and uploaded to AlayaCare.
• Collaborates with Patient Care Coordinators and Agency Supervisors to ensure continuity of care.
• Monitors initial visit outcomes and escalates concerns to the Clinical Support Lead or Quality Education Liaison.
• Maintains confidentiality and upholds compliance standards.
• Serves as a liaison between pharmacy, providers, sales, and agency partners during the onboarding phase.
• Supports contract management by ensuring agency partners meet documentation and service expectations during patient onboarding.
• Assists in monitoring compliance with regulatory standards and internal policies, escalating discrepancies to the appropriate AMT supervisor.
• Participates in monthly audits and quality improvement initiatives led by AMT.
• Contributes to centralized oversight efforts that enhance patient experience, operational efficiency, and cost containment
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Documents current clinical data on the patient’s profile as appropriate.
• Collaborates with other referral stages, such as Intake Prep, Patient Care Coordination, and Pharmacist Verification to ensure complete patient care.
• Maintains continuity among teams by documenting and communicating actions, irregularities, and continuing needs.
• Maintains patient confidentiality and protects operations by keeping information confidential.
• Provides high quality services to the home-care patient and the home-care referral source. Consistently represents the company in a professional manner.
• Maintains effective working relationship and cooperate with all personnel in the Company.
• Adheres to the Company’s compliance requirements as stated in the policy and procedure manual and all other related policies.

Qualification Requirements

The incumbent is expected to conduct all communication and assignments professionally with peers, supervisors, subordinates, vendors, customers, and the public.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Provide the highest level of professionalism, responsiveness, and communication to build and maintain the maximum customer base possible.
• Must possess the ability to multi-task and frequently change direction.
• Must have and maintain a valid driver's license, maintain automobile insurance coverage, and have access to a reliable automobile.

Basic Qualifications

• Strong communication and interpersonal skills.
• Familiarity with AlayaCare or similar EMR platforms.
• Ability to multitask and prioritize in a fast-paced environment.
• Experience working with subcontracted agencies preferred.
• An understanding healthcare compliance and contract oversight is preferred.
• Basic level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling)
• Basic level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font)
• Basic level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns)

Education and/or Experience

• Associate’s degree or degree in nursing, healthcare administration, or a related field.
• Minimum 2 years of experience in home infusion, case management, or patient intake coordination.
• Two years’ experience working in patient coordination in a Specialty Pharmacy (preferred)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, climb stairs, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

The employee frequently lifts and/or moves up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

This job generally operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. While performing the duties of this position, the employee may travel by automobile and be exposed to changing weather conditions.

Comments

This description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities, and requirements of a person so classified. Other functions may be assigned, and management retains the right to add or change the duties at any time.

NOTICE: Successful completion of a drug screen prior to employment is part of our background process, which includes medical and recreational marijuana.

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By submitting your application, you are confirming that you are legally authorized to work in the United States.

JR# JR249703