SERVICE STANDARDS:
- Develops and maintains positive “customer” relationships (“customer” is defined as co-workers, participants, visitors, vendors, supervisors).
- Communicates with customers in a caring, helpful, considerate and culturally sensitive manner.
- Demonstrates a thorough understanding of customer needs and wants and attempts to anticipate and meet customer needs.
- Suggests and implements customer-centered service improvements.
- Encourages customers to engage with CenterLight employees and CenterLight activities.
- Utilizes service recovery techniques to resolve issues quickly and to the customer’s satisfaction.
PERFORMANCE STANDARDS:
- Performs consistent with organization’s mission and philosophy.
- Performs job responsibilities according to organization’s policies. Seeks clarification when needed.
- Assumes responsibility for assignments given, seeks supervision appropriately, and is accountable for work performance. Meets productivity guidelines.
- Maintains HIPAA standards and confidentiality of PHI.
- Supports organizational activities by participating in quality improvement activities, special projects, internal and/or external committees, community activities and other duties as assigned.
- Serves as role model for peers and colleagues.
- Assumes responsibility for professional growth and development; maintains and upgrades professional knowledge and practice skills.
- Treats other CenterLight employees respectfully and facilitates an environment of teamwork.
- Initiates, if appropriate, incident reporting process, and participates in incident investigation and reporting as applicable.
JOB RESPONSIBILITIES:
- Accurately maintains assigned client schedules (100-150 patients) creating master schedules for new and existing clients in scheduling system to create Home Health Aide schedules.
- Makes all changes and adds appropriate notes daily to schedules for cancelled, refused services, changed assignments, missed visits discharged patients and approved overtime as they occur.
- E-mails/E-faxes service changes to contracts daily within the designated time frame. Communicates verbally with contract nurses regarding admissions, hospitalizations, discharges expirations and occurrences.
- Arranges visits according to plans of care as directed by contract nurse or agency’s clinical manager. Reviews plans of care and resolve discrepancies with contract nurses or agency’s clinical manager.
- Prepares probationary and annual performance evaluations for Home Health Aides.
- Reviews alerts, missed visits reports through scheduling/telephony system daily. Contact paraprofessionals who appear on the “missed in/out reports” daily. Document contact with paraprofessionals in scheduling system daily.
- Conducts weekend/holiday confirmations for active clients and document conversation with Home Health Aides in HHA Exchange.
- Contacts Home Health Aides to assign cases, notify of changes and schedule for in-services. Review the plan of care with each Home Health Aide assigned.
- Reviews and rectifies “temp” reports, pre-billing reports, call dashboard reports and exception reports through scheduling system daily to ensure accuracy in visit verification.
- Participates in daily on-call morning reports and other agency meetings as required.
- Communicates via e-mail daily with on-call coordinator to report outstanding issues.
- Provides weekend/weekday evenings on call duty and coverage for absent Client Care Coordinators/ Visit Verification Coordinator as needed.
- Conducts customer service calls to a minimum of 5% of active clients daily. Documents the communication with clients in HHA Exchange.
- Participates in the organization’s Continuous Quality Improvement process.
- Plans, organizes and provides clients with appropriate Home Health Aide services in a timely and efficient manner.
- Ensures all shifts are filled to meet clients’ needs and maintain/increase revenues.
- Performs other duties as assigned.
EDUCATION AND EXPERIENCE:
- High School Diploma. Associates degree in Health Services or another related field preferred.
- Scheduling and customer service experience – health care facility.
- Proficient in Microsoft office (Word, Excel, PowerPoint, Outlook)
- Proficient in utilizing HHA Exchange software.
PHYSICAL REQUIREMENTS:
This role will require bending, sitting, stooping, and standing.
WORKING CONDITIONS:
Most of the work of this role will take place in an office setting. It may require occasional evening, weekend and holiday work.
WORK SCHEDULE:
TUESDAYS THROUGH SATURDAY 8:30am-5:30pm.
Job Type: Full-time
Pay: $37,000.00 - $53,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
Schedule:
Ability to commute/relocate:
- Brooklyn, NY 11212: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- What is your expected salary range?
- Do you have the COVID Vaccination and Booster?
Education:
- High school or equivalent (Preferred)
Experience:
- HHA Scheduling: 1 year (Preferred)
Language:
Work Location: One location