Patient Care Specialist, Hospice Home Care (Hybrid)

VNS Health • Bronx, NY

367d • $20 - $26 • Hybrid

About The Position

The position provides exemplary customer service and ensures appropriate management of the coordination of patient care and emergent scheduling issues. Responsibilities include compliance with hospice patient plan of care orders related to frequency and escalation of care due to emergent issues. The role manages all non-clinical aspects of the hospice team, coordinating patient needs between hospice vendors for pharmacy, DME, and supplies to support hospice field clinicians and ensure patients receive needed care items quickly. The individual acts as a resource for the Hospice IDG team, building strong, communicative relationships with the team, and focuses on ensuring electronic health record compliance with regulatory bodies in relation to frequency and required documents. Collaboration with field clinicians, volunteer manager, the IDG team, and assisting the Hospice Team Clinical Manager or designee with day-to-day operations is essential. The position also involves providing support for coordination of IDG meetings and ensuring compliance with IDG meeting dates and documentation in the EHR. Exemplary customer service is paramount, and the individual oversees scheduling of non-CHHA discipline patient visits, handles scheduling inquiries, and assists in providing an extraordinary customer and field clinician service experience. Additionally, the role requires close collaboration with clinicians to ensure staffing coverage during challenges.

Requirements

• Education: Associate's Degree preferred
• Work Experience: A minimum of three years of healthcare experience, with (1) year of hospice specific experience with strong knowledge base in hospice regulations required
• Associate degree or licensed or experienced high level, functioning Medical Assistant, CHHA, Coder, or other Health care personnel preferred
• Ability to handle several situations simultaneously in a professional, calm, dependable manner preferred
• Ability to prioritize multiple tasks in an organized manner preferred
• Exceptional customer service skills including phone manner and ability to build relationships in a fast-paced environment preferred
• Exceptional follow through skills with demonstrated success in taking on increased responsibility
• Ambition to grow and advance beyond current position with ability to take initiative preferred
• Bi-lingual preferred
• HCHB proficiency highly preferred
• Ability to work in a fast paced environment and multi-task preferred

Nice To Haves

• Bi-lingual preferred
• HCHB proficiency highly preferred

Responsibilities

• Participates in the hospice queue for incoming call management
• Ensures patient care management and navigation of supply, DME and pharmacy needs as needed
• Serves as a liaison between the Intake Team and the Hospice Team Clinical Manager
• Coordinates with families, patients, and clinicians to ensure compliance and high level of satisfaction
• Communicates with patients notifying them of scheduled appointments or changes in appointments as needed
• Manages IDG Meetings, including preparation, driving the meeting and closure in alignment with regulations
• Acts as a resource to patients, families, vendors and field clinicians
• Identifies problems and potential problem situations and manages them
• Escalates clinical concerns to Hospice management or designee as they become evident
• Responsible for compliance oversight of clinician's calendars during times worked
• Responsible for ensuring compliance with the Plan of Care for frequency, IDG and comprehensive assessments occur as per regulations
• Responsible for building workflow and job processes related to non-clinical workflows and daily tasks
• Provides support to clinicians by assisting them in obtaining resources for themselves or their patients as needed
• Participates in total quality improvement process for both agency and self
• Accepts and utilizes supervision constructively in order to enhance the quality of agency documentation and professional self-development
• Provides feedback (both positive and areas for opportunity) in appropriate manner focusing on performance improvement hospice
• Knowledge of VNS Health policies and procedures, programs and services, and represents VNS Health Hospice in a positive, professional manner
• Referral management on weekends and as needed
• Identifies problems and potential problem situations and manages them appropriately
• Escalates clinical concerns to management of After Hours or designee as they become evident
• Participates in special projects and performs other duties as assigned

Benefits

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 20 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities
• Interdisciplinary network of colleagues through the VNS Health Social Services Community of Professionals

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Nursing and Residential Care Facilities
• Education Level: Associate degree