LPN - Patient Service Coordinator - Full-time In Office

HCR Home Care•Syracuse, NY

3d•Onsite

About The Position

The Patient Service Coordinator (PSC) is directly responsible for scheduling patient visits and assisting with the coordination of client care and completion of specific tasks necessary in the operation of clinical services. This role involves maintaining HCHB tasks and reports in current status, following all procedures outlined in Standard Operating Procedures (SOP), and adhering to task-specific procedures and policies. The PSC ensures voicemail and email are checked regularly with timely responses, schedules all disciplines (skilled nursing, physical therapy, occupational therapy, speech therapy, registered dietitian, social work, home health aide, personal care aide), and completes scheduling in HCHB to meet agency care requirements. They also ensure HCHB is updated with case managers for active patients, edits schedules for clinicians calling in sick, and reassigns patients in the computer database. The PSC receives second calls from field staff during busy times and refers clinical questions as necessary. They complete tasks/coordination notes in HCHB, assign staff to visits according to guidelines, and provide direction to field staff regarding schedules, productivity, and protocols. The role includes ensuring adherence to the Hospital Hold Process and Missed Visit Protocols, running various reports daily to monitor scheduling, staff acceptance of work, and client schedules for billing verification. The PSC also assists with internal patient transfers, may serve on agency-wide committees, and adheres to mandatory HIPAA/Privacy and Employee Compliance Programs. Additional duties include entry of verbal orders, Hospital Hold Orders, and notifying physicians of visit changes, as well as handling clinical patient questions within their scope.

Requirements

Graduation from an accredited program of practical nursing education and unexpired/unencumbered NYS LPN licensure required.
Possess a good understanding of staffing and scheduling requirements related to home health care.
Computer and keyboarding experience and competency.
Possess excellent communication skills.
Ability to interact well with a great diversity of individuals.
Strong organizational skills.
Ability to manage and prioritize multiple assignments, with frequent interruptions.

Responsibilities

Ensure voicemail and e-mail are checked on a regular basis and response to messages is timely.
Responsible for scheduling of all disciplines: skilled nursing, physical therapy, occupational therapy, speech therapy, registered dietitian, social work, home health aide, personal care aide.
Complete scheduling as ordered in HCHB to ensure agency has met care requirements for patients.
Ensure that HCHB is updated with case managers for all disciplines on all active patients.
Edit schedule for clinicians calling in sick, ensuring patients are reassigned in computer database.
Receive second calls from the field staff during the Clinical Field Staff Supervisor’s lunch hour, weekly Case Conferences, and other busy times. Refer clinical questions to Regional Director/DPS as necessary.
Complete tasks/coordination notes as shown on the action screen in HCHB and assigning staff to the requested visits according to Agency Scheduling Guidelines and PSC HCHB Responsibilities.
Give direction to field staff regarding their schedules, productivity requirements, visit completion, and adherence to the “Not Home Not Found Protocol.”
Ensure the Hospital Hold Process is followed, as outlined in the SOP.
Ensure the Missed Visit Protocols are followed, as outlined in the SOP.
Run Scheduling Request Report multiple times per day, to ensure all necessary visits are scheduled.
Run Agency Summary Report daily, to ensure all staff have accepted work.
Run Agent Summary Report daily, for follow-up, according to policy. Provide a copy of report daily to Regional Director/DPS.
Run Client Schedule Report daily, to ensure visits are verified for billing as well as review of visits missed, reassigned, declined and office reassigned status. Follow-up with contract agencies as applicable to HHA/PCA visits unverified greater than 30 days.
Assist with internal transfer of patients between branch offices. Update HCHB and computer programs as appropriate.
May be required to serve on at least two agency wide committees per year.
Adhere to and participate in the agency’s mandatory HIPAA/Privacy Program and Employee Compliance Program.
Read and adhere to all Agency Policies and Procedures and follow the Employee Handbook Guidelines.
Entry of verbal orders received via phone.
Enter Hospital Hold Orders.
Notify physicians of visit changes, as needed.
Handle clinical patients’ questions as appropriate for Clinical scope.