Service Coordination Manager

Family First Homecare•Dubuque, IA

21h•Onsite

About The Position

Family First Homecare provides exceptional homecare services to children with life-long health conditions. They operate by values of telling the truth, owning the details, and raising the bar, aiming to make the job enjoyable daily. Family First offers support for employees to perform their best work and provide one-on-one care to patients in their homes. The Service Coordination Manager (SCM) is responsible for building and filling shift schedules, ensuring nurse skillsets match patient clinical needs. The SCM facilitates communication between the branch office, patients, families, and caregivers (RN, LPN/LVN, HHA, CNA, etc.). This role involves conducting home visits to understand the environment and personalities of patients/families for optimal caregiver matching. The SCM also interviews candidates, supports hiring, onboarding, and orientation, ensures accurate recording of field staff time and attendance, and completes documentation for insurance authorizations. The SCM builds strategic relationships with Payroll, Finance, Human Resources, FFHC leadership, and clients and nursing staff. Family First Homecare team members are expected to represent the organization competently, professionally, and responsively, maintaining high standards of patient care and customer service in accordance with all state, local, and federal requirements.

Requirements

High School Diploma or equivalent
6 months or more of customer service experience
Cleared background screening
Valid Driver’s License with Proof of Insurance
Knowledge of Microsoft Office products
The ability to read and communicate effectively in English, both verbally and in writing.
Pennsylvania: Additional Background Screening: Child Abuse, and FBI check.
Pennsylvania: Must complete TB screening with 2 step PPD, or 1 step PPD with proof of 2 step PPD administration within the last year.

Nice To Haves

Associates degree
Preferably possesses healthcare experience
Experience organizing and managing office files, logbooks, and staff schedules
Establish and maintain effective channels of communication with patients and field clinician team members.
Ability to both receive and execute high volume of phone calls utilizing appropriate phone etiquette
Experience in a healthcare setting, particularly in home care or related fields, is highly valuable.
Ability to manage multiple projects and initiatives simultaneously, ensuring timely completion and quality outcomes.

Responsibilities

Maintains a current patient roster or “casebook” with all pertinent staffing information and monitors schedule changes.
Conducts home visits for the purpose of assessing the environment and personalities of clients/families and matching them with a caregiver.
Performs telephone screens and face to face interviews with potential field clinician team members.
Maintains recruitment tracking system(s).
Prepares schedules in accordance with local, state or federal requirements and the certification period for clients and field staff and provides copies for distribution, as needed.
Assists in coordinating services provided to patients.
Controls and monitors schedule changes.
Calls nurses daily from roster to fill in open schedules.
Verifies compliance of completed shifts and visits after matching all notes to charges, and promptly notifying the supervisor of any scheduling issues.
Assists in taking patient referrals.
Manages established key performance indicators to enhance operational efficiency and drive growth within the business unit.
Responsible for ensuring field nurse hours are accurately recorded for payroll.
Conducts weekly client calls to keep families informed about schedule updates, gaps, or changes.
Imports authorizations received from RCM into Kantime (EMR system).
Responsible for evaluating the nearing end of patient authorization periods to complete company authorization request forms and submit them to RCM for formal authorization.
Review nurse and patient records to ensure all documentation is complete according to QAPI (Quality Assurance Performance Improvement) audit guidelines.
Attends and/or completes all mandatory training/ in-services as assigned.
Adheres to company compliance and ethics expectations.
May assist in miscellaneous bookkeeping functions.
Maintains patient and family confidentiality.
Maintains professional, supportive, and responsive interpersonal communication skills.
Performs other related duties as assigned.

Benefits

Private Health Care Plans: (Medical, Dental, Vision and Health Savings Account (HSA) with an employer matching contribution)
Voluntary Benefits: (Accident Insurance, Critical Illness, Hospital Insurance, Additional Voluntary Life Insurance, Long-Term and Short-Term Disability)
401(k) Retirement Plan and Company Matching Contributions
Paid Time Off (PTO)
Paid Holidays
Employee Assistance Program (EAP) for Employee and Family
Weekly pay with direct deposit
myFlexPay – Payroll card allowing you to have your wages deposited directly on to your card
W2 employee
Professional development with a rapidly growing organization
Opportunities for promotions and upward mobility
Employee Referral Bonus Program
Flexible schedules
Continued education
Nurse-and-patient matchmaking
Career growth
Patient-specific training and Preceptor Program
1:1 Nurse-to-Patient Ratio
Flexible Scheduling Options
Full and part-time benefits
Community Involvement