Overview

Provides exemplary customer service and ensure appropriate management of the coordination of patient care and emergent scheduling issues. They are responsible for compliance of the hospice patient plan of care orders related to frequency and escalation of care due to emergent issues. This role is responsible for management of all non-clinical aspects of the hospice team.
Provides coordination of patient needs between hospice vendors for pharmacy, DME, and supplies to support the hospice field clinicians and ensure patients receive needed care items quickly.
They act as a resource for the Hospice IDG team and build strong, communicative relationships with the team.
Focuses on ensuring electronic health record compliance with regulatory bodies in relation to frequency and required documents. Collaborates with field clinicians, volunteer manager, the IDG team and assist the Hospice Team Clinical Manager or designee with day-to-day operations of the team.

Collaborates with the Intake team, patients, families, field clinicians and assist the Hospice Team Clinical Manager in the overall management of patient care.
Provides support to management for coordination of IDG meetings and drives the IDG meetings for efficiency of time. Responsible for compliance of IDG meeting dates and ensuring all meetings are closed out as required in the EHR.
Leads by example in how hospice interacts with patients, families, team members and external sources. Exemplary customer service is paramount to this role. Oversights and ensures all (non-CHHA) discipline patient visits are scheduled per orders, handles scheduling related inquiries, and assist with providing an extraordinary customer and field clinician service experience.
Works closely with the clinicians and in conjunction with management to ensure staffing, especially during times of staffing challenges, in assuring all shifts are covered.

Compensation Range:$20.98 - $26.23 Hourly

• Participates in the hospice queue for incoming call management. • Ensures patient care management and navigation of supply, DME and pharmacy needs as needed. • 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 level of satisfaction. • Communicates with patients notifying them of scheduled appointments or changes in appointments as needed. • 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 problems and potential problem situations and manages them. Escalates clinical concerns to Hospice management or designee as they become evident. • Responsible for compliance oversight of clinician’s calendars during times worked. • Responsible for ensuring compliance with the Plan of Care for frequency, IDG and comprehensive assessments occur as per regulations. • Responsible for building workflow and job processes related to non-clinical workflows and daily tasks. • Provides support to clinicians by assisting them in obtaining resources for themselves or their patients as needed. • Participates in total quality improvement process for both agency and self. Accepts and utilizes supervision constructively in order to enhance the quality of agency documentation and professional self-development. Provides feedback (both positive and areas for opportunity) in appropriate manner focusing on performance improvement hospice. • Knowledge of VNS Health policies and procedures, programs and services, and represents VNS Health Hospice in a positive, professional manner. • For After Hour Float Only: • Referral management on weekends and as needed. • Identifies problems and potential problem situations and manages them appropriately. Escalates clinical concerns to management of After Hours or designee as they become evident. • Participates in special projects and performs other duties as assigned.

Qualifications

Education:
Associate's Degree preferred

Work Experience:
A minimum of three years of healthcare experience, with (1) year of hospice specific experience with strong knowledge base in hospice regulations required Associate degree or licensed or experienced high level, functioning Medical Assistant, CHHA, Coder, or other Health care personnel preferred Ability to handle several situations simultaneously in a professional, calm, dependable manner preferred Ability to prioritize multiple tasks in an organized manner preferred Exceptional customer service skills including phone manner and ability to build relationships in a fast-paced environment preferred Exceptional follow through skills with demonstrated success in taking on increased responsibility. (goal achievement) preferred Ambition to grow and advance beyond current position with ability to take initiative preferred Bi-lingual preferred HCHB proficiency highly preferred Ability to work in a fast paced environment and multi-task preferred