Home Care: Operational Support

POSITION SUMMARY:  Represents the Agency as a frontline customer service liaison between patients/clients, caregivers, and the admin team.  Works under the direction of the admin team and in coordination to support daily operations of payroll and billing processes, customer support, personnel files, and medical records maintenance.  Assure that the skills of the caregiver assigned to each case are appropriately matched to the needs of the patients/clients.  Responsible for consistently assigning the same caregiver to each patient/client whenever possible, thereby facilitating continuity of care, supporting the attainment of desired outcomes, and improving customer satisfaction.  Schedules only the amount, frequency, and duration of services identified in the plan of care. Maintains a standardized weekly schedule for all active patients/clients and documents daily schedule changes on the scheduling form.  Validates the caregiver documentation against schedules prior to payroll and appropriately resolves differences.  Create and update active patient/client and caregiver lists weekly, or more frequently, if requested.

PRINCIPAL DUTIES, ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1.       Is knowledgeable of and supports the philosophy, purpose, mission, goals, and policies of the Agency.

2.       Services the needs of the patient/client.  Confers with the CSM for direction and offers the case to qualified staff who are available for assignment.  Maintains an active employee list of available caregivers to facilitate prompt assignment of staff to each case.  Availability is determined by assuring that caregivers meet all Company policy requirements and that they have indicated a willingness to work during time frames that are compatible with patient/client’s needs.

3.       Views the patient/client and/or patient/client’s family as the primary customer of all scheduling activities and focuses on meeting their needs.

4.       The caregiver is a secondary customer of the scheduling process.  Assists the staffing coordinator with meeting all staffing needs for clients.             

5.      The Care Coordinator Supervisor and CSM keeps their qualifications and specific work requests in mind when identifying the most appropriate caregiver for each case. 

 6.       Considers the relationship between pay and bill rates when choosing between multiple caregivers whose qualifications meet the needs of the patient/client equally well. 

7.        Maintains a working knowledge of the weekly overtime status of all scheduled caregivers when considering them for new assignments.

8.       Follows the company-approved standardized process when scheduling patient/client care.  Records and keeps all patient/client care information current. 

9.       Maintains complete and accurate patient/client schedules, including the amount, frequency, and duration of service that has been identified in the plan of care.  Schedules only those visits that have been requested by the client, family or representative.  Records all scheduling changes, updates, and deletions on the schedule daily.

10.       Makes staffing changes in accordance with Company policy when those changes are requested by the patient/client or caregiver.  Contacts the patient/client and/or patient/client’s family to confirm satisfaction after a new caregiver makes their first visit to the patient/client.  May be directed to make random phone calls to assess customer satisfaction.  Documents all requests for changes in caregivers, logs all complaints received, and records the results of all customer satisfaction calls.

11.   Participates in the hiring of caregivers by identifying recruitment needs, screening applicants, administering appropriate evaluations, arranging and conducting interviews, and verifying references.  The input of the Care Coordinator Supervisor is critical in maintaining appropriate levels of staffing and the final hiring decisions are the responsibility of the CCS and CSM.

12.   Employee will be responsible for being on-call every other week.

 13.  The Care Coordinator Supervisor is responsible for providing support to the Client Services Manager in the aspects of marketing the business which includes completing market research to identify target audience demographics or reviewing previously successful marketing campaigns, working as part of a team to accomplish
tasks by set deadlines and adjusting throughout marketing campaigns to achieve better engagement to gain clientele and grow the business.      

14.  The Care Coordinator Supervisor is responsible for answering the Agency’s phone lines in a courteous and helpful manner, as well as providing clerical support to the Staffing Coordinator. Responsible for incoming and outgoing mail.

15.    The Care Coordinator Supervisor is responsible for the payroll processes with the support of the Client Services Manager.     

16.    The Care Coordinator Supervisor is responsible for the accurate and timely preparation and validation of bills for all payers.

17.    The Care Coordinator Supervisor is responsible for the support of scheduling patient visits, validating caregiver visits against schedules and alerting the manager of deviations in the absence of the Staffing Coordinator. The Care coordinator supervisor is also responsible for always providing extensive support to the Staffing coordinator regarding the schedule to ensure all clients are scheduled appropriately and accurately.

18.  The Care Coordinator Supervisor is responsible for the maintenance of personnel files, auditing file accuracy, and reporting to the Client Services Manager of
incomplete outdated or inaccurate employee information. This position will work with the Client Services Manager and Human Resources to ensure the accuracy and maintenance of all personnel files. 

19. The Care Coordinator Supervisor is responsible for the overall management of medical supplies including inventory, tracking, distributing, auditing for usage, billing, and physician orders. 

20. The Care Coordinator Supervisor maintains all active client records and clinical files and other incoming documentation in SmartCare. Maintains a control procedure for all active and inactive files, retrieves records upon request and breaks down records upon discharge. Communicates identified discrepancies or problems. Prepares documents in response to requests for information and records subpoenas. May perform general clerical functions to facilitate home health operations. Provides backup to other processes as designated by supervisor. Audit records to assist management in maintaining compliance and integrity of information. 

OTHER DUTIES AND RESPONSIBILITIES:

1.       Is knowledgeable of and supports the philosophy, purpose, mission, goals, and policies of the Agency.

2.       Reports for work on time and prepared to assume duties.

3.       Adheres to Agency dress code.

4.       Records work accurately.

5.       Follows policy for reporting in sick.

6.       Leaves for meal breaks on time and returns on time.

7.       Varies work schedule to meet Agency needs.

8.       Works overtime when requested.

9.       Schedules all time off with supervisory approval.

10.   Attends and participates in meetings and is responsible for all information communicated at meetings.

11.   Responds to and manages complaints in a professional and timely manner.

12.   Follows standard precautions and infection control procedures.

13.   Adheres to Agency policy, procedure, and processes.

14.   Uses proper body mechanics.

15.   Performs all duties as assigned.

16.   Responds to internal and external customers in a professional and friendly and supportive manner.

17.   Offers assistance as needed or directs individual to appropriate resources with proper follow through.

18.   Wears ID badge in a visible location.

19.   Records and relays messages accurately.

20.   Works together in the spirit of teamwork.

21.   Communicates and disseminates information timely and appropriately.

22.   Complies timely with all requirements related to risk management, safety, infection control, employee health TB screening, security and fire.

23.   Provides for a safe environment for all clients/patients, physicians, and employees.

24.   Provides excellent customer service to all clients/patients, physicians, and employees.

25.   Supports and participates in performance improvement process.

26.   Assumes responsibility for all mandatory in-services, certification and/or licensure, competencies, etc.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

·         Technical Skills – Individual must demonstrate current and ongoing competence in tasks assigned which indicates a specialized skill in this area above and beyond the average.

·         Communication – Demonstrates an ability to effectively and regularly transfer information to necessary parties to improve the quality of her work and to provide her supervisor with actionable, accurate data.

·         Initiative – Is self-motivated and personally competitive.  Wants to achieve for the good of the Company and her team. Seeks additional work when they have capacity.  Demonstrates an ability and desire to bring new ideas and solutions to their supervisor on an ongoing basis.

·         Flexibility – The ability to quickly adapt to changing conditions.  The ability to navigate obstacles with ease and professionalism.

·         Interpersonal Skills – Focuses on solving conflict, not blaming; listens to others without interrupting; keeps emotions under control; remains open to ideas and tries new things

·         Teamwork – Balances team and individual responsibilities; encourages others and asks for help when needed.  Exhibits patience and compassion.

·       Professionalism – Ensures product is delivered on time and is of the highest quality.  Assumes responsibility for mistakes.  Presents themselves in a manner which enhances the brand image.  Understands that no information is truly private and conducts online or social networking activities accordingly.

·         Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds the Company’s Guiding Principles:

o   People First, Always

o   We Exist to Serve our Clients

Physical Demands, Work Environment, and Expected Hours of Work: 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.

·         This position is often required to read, write, stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, balance, stoop, kneel, crouch, talk and/or hear.

·         An individual in this position will be required to lift or carry weight up to 25 lbs.

·         Work is performed under normal office conditions.  Noise level is moderate (computers, printers, telephones).  The potential for exposure to bio-hazardous or infectious agents is minimal.  Some minimal exposure to cleaning agents and office products may occur.

·         May be required to work extended periods of time at a computer terminal. 

·         May encounter difficult situations, including contact with mentally ill and deceased residents.

·         This position requires the use of personal protective equipment (gloves) in job performance when handling cleansing agents or other toxic substances such as “toners”, or when sealing biohazard box for pick-up.  Video display terminal screen protectors and wrist supports are available upon request

TRAVEL: Local and out of state travel, including overnight stays, may be required from time to time to attend conferences, training, meetings, and professional development programs. Minimal overnight; Up to 10%.

 

EDUCATION AND EXPERIENCE REQUIREMENTS:

A.      Education

·         High School Diploma or GED.

 

B.      Direct Previous Experience

·         One (1) year data entry, computer-related experience, or clerical and systems experience, preferably in a healthcare environment.

 

C.      Knowledge, Skills & Abilities:

·         Demonstrated data entry ability with attention to detail, speed and accuracy.

·         Ability to work in a fast-paced environment and to prioritize, organize and manage multiple priorities.

·         Organizational, teaching, human resource, management skills.

·         Ability to work under time /pressure.

·         Ability to recognize need for guidance, input to decision maker.

·         Works with minimal supervision, consults with supervisor on any unusual situation. 

·         Proficient in Microsoft Office suite and the ability to quickly master new software applications.

·         Strong customer orientation to older adults.