Specific Requirements of Scheduler/Client Service Coordinator: Must possess strong customer service skills.
Must demonstrate excellent oral and written communication skills and the ability to listen effectively
Must have the personal integrity and ability to handle confidential information discreetly
Must demonstrate practical interpersonal skills as well as sound judgment and good decision-making skills
Must possess demonstrated excellent computer literacy and Microsoft Office skills
Must possess an aptitude and passion for learning new things with a strong work ethic in a fast-paced environment
Must possess the ability to excel in a team environment as well as work independently with little supervision
Must possess the desire to serve clients and coworkers with exceptional customer service
Must possess strong interpersonal skills with the ability to communicate with a diverse workforce effectively
EDUCATION AND EXPERIENCE
Qualifications: 1. Associate degree.
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Experiences: 2 years of Customer Service experience required
Two years of Healthcare or home care experience is preferred
Two years of Scheduling experience
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Computer skills, including but not limited to MS Office, MS Excel, and Scheduling programs.
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Basic medical terminology.
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Interpersonal, organizational, and communication skills.
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Ability to carry out directions, read and write.
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Maturity and ability to deal effectively with the job's demands.
ESSENTIAL FUNCTIONS Job Duties:
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Receive and enter data for new and current patients and employee records into the database.
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Coordinates patient scheduling and tracking of completed supervisory visits per regulatory requirements.
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Notifies the Clinical Supervisor and case manager via CCNF or MIF when verbal orders are needed for start-of-care visits outside the 48-hour window.
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Guarantees patient and clinician satisfaction by creating consistency within the patient's schedules.
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Receives requests for service and scheduling changes and maintains patient and resource calendars.
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Reports potential staffing needs and performance issues related to the availability of Agency staff to the Clinical Supervisor as needed.
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Notifies the Administrator or Intake Department of additional payer authorization for continued services before scheduled visits.
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Notify the Care Coordinator at the start of service and enter clinical notes in the Electronic Medical Record of missed visits per protocol.
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Documents communication with patients, families, or caregivers in the Electronic Medical Record via clinical note.
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Provides backup to other SHCS team members as assigned.
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Participates in information management and performance programs.
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Attends and participates in annual in-service training programs.
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Attends and participates in mandatory educational programs, seminars, etc.
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Keeps up-to-date on new methods, products, trends, etc., and communicates this information to other staff.
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Performs other administrative duties as assigned.
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Enters scheduling data and creates and maintains staff schedules. Schedules client appointments/visits according to care plans and staff availability.
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Contact care providers and clients regarding day-to-day changes.
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Check to ensure the caregiver has the appropriate licensing and certifications.
- Review documents to ensure all forms are filled out.
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Ensures files are complete with all required documents.
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Review all client information and plan of care upon receiving a new client. Put in an unassigned schedule to ensure monitoring and tracking of staffing progress.
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Review all client information and plan of care upon receiving a new client. Put in an unassigned schedule to ensure monitoring and tracking of staffing progress.
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Schedule an appropriately skilled person for the new client and input scheduling information into the database immediately after confirming with a caregiver
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Understands the specific needs of the client and helps assign the appropriate caregivers
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Create, maintain, and update the clinician's schedules according to authorizations and patient needs. Maintain clinician's availability lists.
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Provides staffing for sick leave, vacation, long long-term leave.
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Serve as the point of contact for all interactions with clinical team members, administrative associates, referral sources, and patients.
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Ensure adherence to company policies associated with record establishment, retention, maintenance, and confidentiality.
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Prepare clinical records for new patients upon receipt of referral.
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Complete quantitative administrative review of clinical records at the start of care and upon patient discharge.
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File incoming documents daily.
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Maintain a control procedure for active Client files.
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Maintains staff and client statistics and reports.
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Maintaining a tracking system to ensure current clinical records are current according to company policy and regulatory requirements.
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Partner with clinical resources to oversee patient intake and inquiries and assess patient needs.
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Assist with creating and maintaining client and caregiver schedules with an emphasis on accuracy and a high level of customer service.
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Assist with following up on all client and caregiver issues to ensure any problems or concerns are addressed and resolved.
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Answer incoming calls in a friendly, professional, and knowledgeable manner.
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Enter and maintain accurate client and caregiver data in the software system.
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Communicate new assignments and schedule changes to caregivers and clients promptly and professionally.
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Must be willing to participate in the on-call after-hours telephone rotation (includes weekends and holidays) to manage inquiries, emergencies, and caregiver call-outs
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Provide additional administrative support as needed
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Provide backup assistance with New Hire Orientation
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Attend and actively participate in weekly staff meetings
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Receives, tracks, and coordinates all referrals from internal and external clients
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Records all intake information and inputs into the computer system and gets approval from Administrator/CS to proceed with referral/intake process
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Assign referrals to correct liaison with the correct facility and physician sources in the computer system
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Verifies: Medicaid eligibility; physician licensure/NPI/client cost share
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Tracks all referrals and conversions(admissions/non-admits) and reports to the Director daily
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Coordinates initial staffing of referrals and ensures receipt of referral for care by all disciplines ordered
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Attends in-services and continuing education as applicable.
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Attains goals as outlined in annual performance evaluation.
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Submits documentation within required timeframes.
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Maintains strict confidentiality on patient, agency, and employee matters.
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Understand the approval process for new field staff before patient contact.
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Participates in the Performance Improvement process as requested esp patient follow-up
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Performs other duties as assigned
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Performs general office duties including but not limited to word processing, photocopies, files, shreds, sorting/distributing mail, and provides reception and telephone services.
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Maintains call-in and retention report
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Discerns client services required as outlined in agreements, urgent requests, and care plans.
