Service Coordinator & Medical Scheduler

Hospice of the Western Reserve•Cleveland, OH

About The Position

Hospice of the Western Reserve is now Reserve Care. Our new name reflects the full scope of care we provide while honoring nearly 50 years of trusted service. We continue to deliver expert hospice, palliative and grief support with the same compassionate team. When you join Reserve Care, you become part of a legacy that walks alongside patients, families and communities with guidance and meaningful support during life’s most important moments. Coordinate, plan and manage services for the Western Reserve Navigator program in order to provide seamless coverage of all patient health care needs.

Requirements

High school diploma; associates degree preferred
Minimum three years’ experience, preferably in a healthcare environment
Proficient in Microsoft Word, Excel, Power Point, Access and Outlook
Ability to use critical thinking skills when making decisions
Must be able to demonstrate effective service excellence skills according to agency standards
Strong communication skills
Ability to multitask and work in a fast-paced environment
Must be self-motivated and work well independently and with others

Responsibilities

Serve as point of contact for Western Reserve Navigator to coordinate services while providing direct, professional and knowledgeable interactions to patients, physicians, and referral sources.
Screen calls to determine medical and psychosocial needs and ensure calls are appropriately triaged.
Facilitate referrals to hospice level of care when necessary.
Coordination of care within agency, between transdisciplinary team members and with external partners.
Educate allied health providers and referral sources on program components and available support services.
Oversee operational workflow by scheduling all staff to support efficiency, productivity and patient satisfaction.
Monitor and maintain referral practice and procedures in order to ensure timely response to request for services.
Provide support for management to direct operations and assist in the development and implementation of practices and procedures.
Obtain, compile and maintain medical files on each admission. Ensure proper daily documentation in EMR and maintain hard copy of required documents.
Generate, maintain and submit weekly, monthly, quarterly and annual reports to supervisor and clinical staff.
Coordinate admissions and discharges.
Investigate and manage service failures and provide service recovery and escalate issues as needed.
Verify payor source or refer to Patient Financial Advocate to optimize reimbursement for services.
Manage and maintain medical equipment for clinical staff.
Communicate after-hours activity with appropriate Western Reserve Navigator staff to enhance continuity of care.
Prepare materials for team and staff meetings and provide meaningful input.
Facilitate Western Reserve Navigator program correspondence, surveys and mailings.
Assist with various administrative duties as assigned.