Home Care: Operational Support

About the role

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.

Responsibilities

• Is knowledgeable of and supports the philosophy, purpose, mission, goals, and policies of the Agency.
• Serves 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.
• Views the patient/client and/or patient/client’s family as the primary customer of all scheduling activities and focuses on meeting their needs.
• The caregiver is a secondary customer of the scheduling process.
• Affords support to the staffing coordinator with meeting all staffing needs for clients.
• Considers the relationship between pay and bill rates when choosing between multiple caregivers whose qualifications meet the needs of the patient/client equally well.
• Maintains a working knowledge of the weekly overtime status of all scheduled caregivers when considering them for new assignments.
• Follows the company-approved standardized process when scheduling patient/client care.
• Records and keeps all patient/client care information current.
• 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.
• 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.
• Participates in the hiring of caregivers by identifying recruitment needs, screening applicants, administering appropriate evaluations, arranging and conducting interviews, and verifying references.
• Provides 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.
• Answers the Agency’s phone lines in a courteous and helpful manner, as well as provides clerical support to the Staffing Coordinator.
• Responsible for incoming and outgoing mail.
• Responsible for the payroll processes with the support of the Client Services Manager.
• Responsible for the accurate and timely preparation and validation of bills for all payers.
• 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.
• Responsible for always providing extensive support to the Staffing coordinator regarding the schedule to ensure all clients are scheduled appropriately and accurately.
• 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.

Qualifications

• Knowledgeable of and supports the philosophy, purpose, mission, goals, and policies of the Agency.
• Reports for work on time and prepared to assume duties.
• Adheres to Agency dress code.
• Records work accurately.
• Follows policy for reporting in sick.
• Leaves for meal breaks on time and returns on time.
• Varies work schedule to meet Agency needs.
• Works overtime when requested.
• Schedules all time off with supervisory approval.
• Attends and participates in meetings and is responsible for all information communicated at meetings.
• Responds to and manages complaints in a professional and timely manner.
• Follows standard precautions and infection control procedures.
• Adheres to Agency policy, procedure, and processes.
• Uses proper body mechanics.
• Performs all duties as assigned.
• Responds to internal and external customers in a professional and friendly and supportive manner.
• Offers assistance as needed or directs individual to appropriate resources with proper follow through.
• Wears ID badge in a visible location.
• Records and relays messages accurately.
• Works together in the spirit of teamwork.
• Communicates and disseminates information timely and appropriately.
• Complies timely with all requirements related to risk management, safety, infection control, employee health TB screening, security and fire.
• Provides for a safe environment for all clients/patients, physicians, and employees.
• Provides excellent customer service to all clients/patients, physicians, and employees.
• Supports and participates in performance improvement process.
• Assumes responsibility for all mandatory in-services, certification and/or licensure, competencies, etc.