GENERAL SUMMARY

This position provides required support to the home care clinical team. Primary responsibilities are to coordinate daily and weekly visit assignments between multiple clinicians to ensure all patient needs are safely met. This requires knowledge of each patient’s visit frequency order, visit duration anticipated for required visits type ordered, and if day or time of visit is specified. This requires knowledge of each clinician’s training level, anticipation of visit durations on schedule based on order type, and travel time and mileage requirements. This position must be familiar with geographical locations within multiple counties to minimize unnecessary travel time and mileage. This position requires ongoing critical thinking to identify solutions to ensure continuity of care for patients and to maximize scheduling efficiencies to expand capacity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• (60%)* Ongoing daily analysis of fluctuating home care visit requirements across multiple counties. Ongoing planning to maximize utilization of clinical resources to meet patient needs while maximizing efficiencies to expand capacity. This requires frequent communication with clinicians verbally, by phone and through technology. This also requires frequent communication with patients and families by phone regarding needs and upcoming visits.
• (15%)* Follow up with clinicians and leadership regarding scheduling concerns and barriers. Work with team to develop plan to cover discipline vacancies, unplanned PTO, patient requests, new provider orders, unanticipated patient visit needs, etc. Utilize specialty knowledge of scheduling needs and available clinical resources to provide leadership options and anticipated results between moving visit types, assigning visits to the evening, performing virtual visits, etc. Proactively ensure plan is developed to reassign coverage and adjust case management assignment assignments to cover volume surges, upcoming clinician vacations, and planned and unplanned clinician vacancies.
• (15%)* Track clinician information to understand scheduling options to best meet patient needs across organization. This requires understanding geographic locations of clinician case management load and daily visit assignment. It requires tracking clinicians trained in specialty visit types (cardiac, pediatrics, hospital at home, lymphedema, etc.). And proactively work with leadership to ensure ongoing specialty training scheduled to secure ongoing coverage across multiple counties. This requires tracking new clinicians on orientation to ensure visits being scheduled with preceptor required competencies (denver drains, ostomy care, lab draws, central lines, peripheral lines, etc.). Know new clinicians fluctuating daily capacity as their orientation progresses.
• (10%)* Support clinical and leadership team by assigning new patients to case managers, added visits to clinician schedules, faxing communication notes to providers, ordering medical supplies, maintaining medical supply par in each office, and assisting with pre-admission patient screening phone calls. Ensures the proper, accurate and efficient flow of information such as filing, faxing and distributing communications and other materials between the office, clinical areas and other supporting departments. Ongoing professional and efficient telephone answering, call directing and staff paging.

OTHER DUTIES AND RESPONSIBILITIES

Provides excellent service by maintaining positive relations with all customers.

This may include, but not limited to assisting with resolving questions, inquiries and/or issues.

Provides timely patient access to services and optimizes clinician time by managing schedules.

Serves as a resource for smooth operations in clinical areas.

Registers and admits patients verifying current order and insurance coverage.

Leads denial management for the department and follows up on required documentation for payment.

Discharges patient charts according to department procedures.

Promotes process improvement and communicates with manager or supervisor regarding effectiveness and efficiency of work procedures.

Attends appropriate meetings.

Assist manager with staff orientation process.

Other duties as assigned.

REQUIRED EDUCATION

High School Diploma or GED

EXPERIENCE, TRAINING AND SKILLS

Successful completion of MyMichigan Health and affiliate specific orientation. Successful completion of new hire competency.

Ability to operate all office equipment including computer, printer, photocopier, facsimile machine, multi-line telephone, and calculator.

Ability to work independently, demonstrating problem-solving and organizational skills, time management skills and initiative.

Organizational skills needed for smooth flow of both the clinic and patient.

Knowledge of general office procedures.

Knowledge of word processing applications required.

Ability to communicate effectively, verbally and in writing.

Ability to recognize needs and concerns of people and maintain constructive interpersonal relationships.

Ability to work under pressure of deadlines, changes in schedules, and office routine.

Knowledge of home care services provided by nursing, rehab services, social work, home health aides and Home Infusion Pharmacy.

Ability to communicate effectively via telephone and establish telecommunication relationships.

Ability to use computer skills to effectively use identified software.

Records management experience preferred.

PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS

Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death. Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position. Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description. Overall vision and hearing is necessary with or without assisted device(s). Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching. Some exposure to blood borne pathogens and other potentially infectious material. Must follow MyMichigan Health blood borne pathogen and TB testing as required. Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake. Overall dexterity is required including handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis. Physical Demand Level: Sedentary. Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.