Description

ROLE AND RESPONSIBILITIES

• Accurately updates and maintains information related to scheduling or non-clinical information as communicated by clients, care providers, and office staff.
• Develops and maintains lasting relationships with clients and care providers to ensure client and care provider satisfaction.
• Ensure that client-care provider match is the “right fit” by strategically matching the needs of the client with the skills and attributes of the care provider.
• Ensure accountability around client service as related to timeliness, professionalism, dress, conduct, and other responsibilities.
• Participate in required weekly meetings with Care Advisors/Clinical Care Coordinator to ensure alignment with care plan and drive continuous improvement with clients’ experience.
• Review plan of care with Care Advisor/Clinical Care Coordinator for new clients and put unassigned schedule into system to initiate the scheduling process.
• Utilize appropriate pay rates and adjust as needed given case complexity, distance, and other relevant factors in coordination with Clinical Care Coordinator or Care Advisor.
• Ensure that clients and care providers on new cases (or existing cases that experience service issues) receive 14 days of daily contact to ensure start of care is effectively delivered and any client issue(s) have been resolved.
• Maintain documentation in system of any communication with care providers and clients related to scheduling and other non-clinical information (or information not related to care plan).
• Promptly respond to all communication from clients and care providers and provide good company representation through courteous, polite, and empathetic handling of calls.
• Ensure proper hand-off to after-hours team to ensure minimal disruptions in client care.
• Engage in office activities related to care provider appreciation.
• Perform other reasonably related duties or cross-cover as needed or as assigned by the immediate supervisor/management level personnel.
• Ensure and comply with all required protocols and documentation for various payors (i.e. Long-Term Care Insurance and Workers Compensation).

Requirements

ADDITIONAL SKILLS

• Adaptable and flexible in handling urgent scheduling needs and requests.
• Able to handle stress well.
• Strong organizational, problem-solving, and communication skills.
• Able to instill positive work culture in care providers.
• Protects integrity of organization, clients and co-workers, by maintaining confidentiality of all clients and business information..
• Treats all clients, co-workers, and care providers with courtesy, respect, and consideration.
• Perform all job duties with a friendly, positive team-oriented attitude.
• Embrace vision, mission, and core values of Family Tree.
• Positive team player who can collaborate with other care coordinators and provide support as needed.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• High school diploma required.
• 2 years of experience in office coordination or related experience preferred.
• Strong candidates have experience working in the home care industry (or related industry – hospice, home health, hospital, etc.)

OTHER REQUIREMENTS

• Ability to drive when required.
• Prolonged periods of sitting at a desk and working on a computer.