A Role that Makes a Difference …

Susan is the Intake Coordinator for Hospice & Community Care. In her role, Susan is often the first person to talk with a hospital, physician’s office, or family member when they inquire about hospice services for a patient. Susan takes referrals, but, as she explains, it is so much more than just referrals. 

“I write up the patient information, collect the clinical information our physician needs to determine the best level of care for a patient, have someone go out and meet with that family to present services, and get consent forms signed,” explained Susan. “I see the process from the phone call or fax, until the moment a patient is admitted, and the hospice team is deployed to provide care and support to the patient and family.”

“I work with everyone from the hospital, the physician’s office, and sometimes the family member or the patient, our physician, and our admissions coordinator.  Hospice & Community Care recently renewed our commitment to ensure that patients and families have access to the right level of care when they need it most. This patient-centric model focuses on getting patients the care that they need rather when they need it.  Because there isn’t a lot of time.  Sometimes there is, but it is much more about the urgency to go ahead and take care of them,” said Susan

“I like being a part of this renewed focus. Instead of waiting, I drive the process. I call our team members and inform them when we get a referral so that they can meet with the family right away. While that is going on, I do my part by writing initiating the paperwork, so we do not have to wait. We get someone out immediately, and this timeliness has increased our ability to  go ahead and let these patients and families know how we can help them and how we can make a difference.” 

According to Susan, that is what she loves about what she does. “You hear people’s stories, and you know that you can help them.  The entire Hospice team focuses on getting patients, and families care they need, whether it is assistance in the home, medications, whatever that need is so that they can have quality time for what time is remaining.  Studies have shown that terminal patients who have hospice care tend to live longer.  Even if it is in the background, even if it is a small part, I like knowing that I can make a difference in this person’s life. They can now focus on spending quality time with their loved ones and being more comfortable.” 

“It’s great knowing that you have a role in accessing care for patients. It makes it special because you know something you do makes a difference.”

Susan has been with Hospice & Community Care for seven years. “I had no prior medical office experience at all.  I worked with health insurance, but when I interviewed, I knew this was what I wanted to do.  Hospice & Community Care is where I need to be.  After I learned what Hospice offered the community, I thought, “I want to be a part of that.’ I genuinely believe in what we offer our patients and the community, the care and compassion that we show.  I think this is such a special field to be in.”

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