Intake Coordinator and Field Supervisory Assistance

Western Slope in Home Care•Meeker, CO

8d•Hybrid

About The Position

This role combines two key functions: Intake Coordinator and Field Supervisor Assistant. As an Intake Coordinator, you will be instrumental in converting client inquiries into active clients, serving as a dedicated resource and ensuring a seamless onboarding process. You will track prospects, maintain data on intake timelines, and ensure all necessary documents and billing codes align with payer requirements. For live-in caregiver and Caregiver Select situations, you will initiate correct documentation and coordinate with HR for timely onboarding. As a Field Supervisor Assistant, you will visit clients and caregivers in their homes to ensure care plans are sufficient and caregivers meet client needs. You will also be involved in follow-up calls/visits after client onboarding. Additionally, you will support the 24/7 call center by handling incoming calls, routing them appropriately, and engaging in problem-solving. This includes managing open shifts and call-outs, handling front-line communications, and delegating tasks, but not new scheduling unless specifically delegated. You will document and report changes in client status, service requirements, staff assignments, or performance issues, and participate in evaluating field staff and client care plans.

Requirements

High School Graduate
At least two years of training and experience in home/health services.
Excellent verbal and written communication skills
Must have criminal background check.
Must be organized and task oriented
Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
Excellent typing skills, the ability to listen to over the phone and type what you hear is particularly important.

Nice To Haves

Spanish/English bi-lingual is a plus

Responsibilities

Track prospects from initial contact to start of care and act as a dedicated resource for community members in need.
Maintain and present data related to periods of time taken for each step of the intake process, including the start of care date.
Check in with Care Coordinators when “stalls” in progress occur and escalate the process to ensure needed resources are provided.
Ensure all necessary documents are obtained according to the referral and that client setups align with payer source requirements, including accurate program and billing codes.
Work with Care Coordinators to determine which forms/processes the Intake Coordinator will assist with to ensure a reliable and seamless client onboarding.
Assist in the development of a client onboarding flow sheet and associated process.
Ensure live-in caregiver and Caregiver Select situations are identified early in the process and correct documentation is initiated, carefully following the HR onboarding flow sheet and associated processes.
Complete EVV Attestation of Exemption Form for each live-in that will be on time sheets, performed as close to start of care plan as possible.
Assist HR in assuring timely and seamless onboarding of Caregiver Selects.
Ensure that information about incoming caregivers is provided to HR and HR is updated regularly with the progress of the client case to assure that caregiver onboarding is complete before start of care.
Visit clients and caregiver staff in the field to ensure the care plan is sufficient for the client and that the caregiver staff meets those needs.
Participate in a 6-week follow-up, either via phone or in person, after onboarding clients.
Handle incoming calls for quality assurance and to support the 24/7 call center, ensuring calls do not go to voicemail.
Take incoming calls and either route them to the correct individual or engage in problem-solving depending on the caller's needs.
Work within scheduled times to manage open shifts and call-outs, handle front-line communications, and delegate tasks to the appropriate staff members.
Document and report to care coordinators when there is a change in client status, change in service requirement, change in staff assigned to a case, or any unsatisfactory performance.
Participate in evaluating field staff regarding punctuality, reliability, assignments, and related matters.
Participate in the evaluation of client care plans every 90 days as needed.
Enter necessary quality management and reporting responsibilities and reports as assigned by the Agency Director.
Perform other duties as assigned, which may include building timesheets, assisting with product development, assisting with payer modification/billing adjustment projects, or filing or answering phones and providing customer service.