• Help ensure optimal continuity of care for patients transitioning into and out of services. • Communicate with clinical team and help facilitate patient follow-up for patients in need of additional services. • Navigate healthcare options; care services post-acute offerings, Medicare coverage, billing issues, and accessing healthcare resources. • Use tools and methods to quickly provide patient options and education including but not limited to sites of service, specialty offerings, post-acute care, and other related questions. • Handle customer issues including location lookup, directions, and complaints. • Make clinical level of care determination based on discussion, medical records, and other important clinical data. • Match needs to service site location or provide alternative services if not available. • Be a customer advocate throughout the referral process to ensure timely response and maximize referral to admission conversion rate. • Follow-up and track referral and admission outcomes. • Maintain awareness and orientation to department performance objectives, meets standards, and assures patient satisfaction goals are met. • Assist in the admissions process by acting as an ambassador for patients meeting admissions requirements. • Adhere to and participate in mandatory training including HIPAA and Company policies and procedures.