Visiting Nurse Health System requires employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.

JOB SUMMARY

The Patient Services Coordinator (PSC) is responsible for scheduling all visits for field staff for the home health episode of care. This position ensures the timely admission of all patients through the support of the clinical team. The PSC is responsible for timely communication with caregivers and patients regarding the timing of the Admission process. Maintains daily/weekly scorecard for the team to submit to the Executive Director. Completes administrative tasks as assigned by manager.

JOB SPECIFIC EXPECTATIONS:

General Skills and Duties:

A successful PSC will be a hardworking generalist able to function in any capacity needed for the team to function successfully each day. The PSC will assist their team members by paying close attention to the scheduling and administrative needs of their pod formed with the CM and CRS and the assigned field staff.

The PSC will assist in record and scorecard keeping for the CM and CRS that will be used for reporting to the Executive Director of Home Health. The PSC will help their pod function at the highest level possible and will drive customer satisfaction through effective and timely scheduling, missed visit reconciliations, and productivity tracking for the CM. The TA will prepare the information for daily stand up meetings with the CM. The PSC will be crucial to the teams' success through reviewing weekly the billing holds and calling physician's offices for orders when necessary. The TA will be confident in speaking with prospective patients during the Assign LP task to ensure that clinicians are expected in the home.

The PSC adds to the team's cadence of accountability by preparing scorecards for review by management so that patient facing staff can perform at the highest level possible. The PSC will be responsible for the following:

• Timeliness of care
• Assign LP completion within 2 business hours
• Missed visit review
• Unbilled AR
• Claims Held
• Pipeline Report (Patients in referral process for capacity planning)

The PSC will assist in preparing scorecard metrics which include but are not limited to:

• Field Staff productivity
• Timeliness of documentation
• Timely Initiation of Care
• Medicare Conversion Rate
• Missed Visits

Critical Thinking/Decision Making:

• Strategically assigns clinical staff to Home Health patients based on scheduling software recommendations, patient proximity, clinicians' skills, continuity and regulatory standards.
• Facilitates the daily communication between office staff, field clinicians, and patients.
• Schedules the episodes of new patient referrals in their entirety following patient admission procedures.
• Manages the daily schedules and availability of all field staff in proprietary software application.
• Reviews reports and metrics and uses scheduling dashboard to ensure that all patients are being seen according to the order supplied by referring physicians and the productivity standards set forth by VNHS.
• Reconciles clinician schedules daily, helping to ensure that all physician-ordered visits are assigned to the appropriately qualified clinician and that assigned visits are made in accordance with physician orders.
• Works with the Operations team to ensure all patients are efficiently scheduled and continuity of care is optimized.

Team Work:

• Evaluates the team's compliance with scheduling and documentation metrics using organizational reports to identify areas for improvement.
• Collaborates with others to ensure all visits are staffed appropriately and to troubleshoot and resolve daily issues.
• Partners with Home Health Operations team to resolve escalated situations, address unassigned patients and ensure all patients seen are scheduled in a timely manner while maintaining continuity of care throughout the patient episode.

Customer Service:

• Maintains excellent customer service to clinicians and patients.
• Responds to company and patient needs in a professional and timely manner.
• Speaks and writes in a clear and grammatically correct manner.
• Adheres to all service metrics set forth by leadership and contributes to reaching the goals of the organization in industry-wide patient satisfaction reporting.
• Demonstrates commitment, professional growth and competency.
• Promotes company philosophy and administrative policies to ensure quality of care and service.