Patient Care Specialist, Hospice Home Care (Hybrid) - R012300

About the Role

Provides exemplary customer service and ensures appropriate management of the coordination of patient care and emergent scheduling issues. Responsible for compliance with the hospice patient plan of care orders related to frequency and escalation of care due to emergent issues. Manages all non-clinical aspects of the hospice team, including coordination of patient needs between hospice vendors for pharmacy, DME, and supplies to support field clinicians and ensure patients receive needed care items quickly.

Acts as a resource for the Hospice IDG team, building strong, communicative relationships. Focuses on ensuring electronic health record compliance with regulatory bodies regarding frequency and required documents. Collaborates with field clinicians, volunteer manager, the IDG team, and assists the Hospice Team Clinical Manager or designee with day-to-day operations. Supports management in coordinating IDG meetings and drives efficiency in these meetings. Ensures compliance with IDG meeting dates and closure in the EHR. Leads by example in hospice interactions with patients, families, team members, and external sources.

Responsibilities

• Participates in the hospice queue for incoming call management.
• Ensures patient care management and navigation of supply, DME, and pharmacy needs.
• Serves as a liaison between the Intake Team and the Hospice Team Clinical Manager.
• Coordinates with families, patients, and clinicians to ensure compliance and high satisfaction.
• Communicates with patients regarding scheduled appointments or changes.
• Manages IDG Meetings, including preparation, driving the meeting, and closure in alignment with regulations.
• Acts as a resource to patients, families, vendors, and field clinicians.
• Identifies and manages problems or potential problem situations, escalating clinical concerns as needed.
• Oversees compliance of clinicians’ calendars during times worked.
• Ensures compliance with the Plan of Care for frequency, IDG, and comprehensive assessments per regulations.
• Builds workflows and job processes related to non-clinical tasks.
• Provides support to clinicians in obtaining resources for themselves or their patients.
• Participates in total quality improvement processes for both agency and self.
• Accepts and utilizes supervision constructively to enhance documentation and professional development.
• Provides feedback (both positive and areas for improvement) focusing on performance improvement.
• Demonstrates knowledge of VNS Health policies, programs, and services, representing the organization professionally.
• Manages referrals on weekends and as needed.
• Participates in special projects and performs other duties as assigned.

Requirements

• Minimum of three years of healthcare experience, with at least one year of hospice-specific experience and a strong knowledge base in hospice regulations.
• Associate degree or licensed/experienced high-level Medical Assistant, CHHA, Coder, or other healthcare personnel preferred.
• Ability to handle multiple situations simultaneously in a professional, calm, and dependable manner.
• Ability to prioritize tasks in an organized manner.
• Exceptional customer service skills, including phone etiquette and relationship-building in a fast-paced environment.
• Strong follow-through skills with demonstrated success in taking on increased responsibility.
• Ambition to grow and advance beyond the current position, with the ability to take initiative.
• Bilingual preferred.
• HCHB proficiency highly preferred.
• Ability to work in a fast-paced environment and multitask.

Pay

$20.98 - $26.23 hourly

Benefits

• Referral bonus opportunities.
• Generous paid time off (PTO), starting at 20 days, plus 9 company holidays.
• Health insurance plans (Medical, Dental, Vision, Life, and Disability) for you and your loved ones.
• Employer-matched retirement savings funds.
• Personal and financial wellness programs.
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care.
• Generous tuition reimbursement for qualifying degrees.
• Opportunities for professional growth, career advancement, and internal mobility.
• CEU credits and advancement opportunities.
• Interdisciplinary network of colleagues through the VNS Health Social Services Community of Professionals.