Summit Eldercare Service Coordinator

Fallon Health•Worcester, MA

About The Position

Fallon Health’s Summit ElderCare is a Program of All-Inclusive Care for the Elderly (PACE), helping people aged 55 and older continue living safely at home. The Summit ElderCare Service Coordinator coordinates, schedules, and resolves issues involving approved home care services for participants, implementing plans of care established by the interdisciplinary team. The role documents coordination activity and participant calls in an electronic medical record and supports other program administration needs as assigned. The Service Coordinator works with home care nurses, staff, vendors, participants, and families to support high-quality care and positive customer relations. The position also maintains service records, tracks data, prepares reports, audits claims, and performs clerical duties. The stated pay is budgeted at $23.20 per hour; final compensation depends on the candidate’s experience, skills, and fit with the role’s responsibilities.

Requirements

High school diploma or equivalent preferred, or substantial work experience.
Excellent telephone and customer service skills.
Relationship-building skills.
Strong organizational skills and work ethic.
Strong basic computer and office skills, particularly with Microsoft Office.
Ability to plan work and meet required deadlines.
Ability to work in a fast-paced environment.
Basic math skills.
Ability to learn insurance terminology related to authorizations, claims, and payments.
Ability to perform multiple tasks efficiently and accurately, proactively identify problems, and resolve issues with minimal supervision.

Nice To Haves

Past home care coordination experience is highly desirable.
Previous customer service experience is preferred.

Responsibilities

Coordinate and schedule home care services to implement plans of care established by the interdisciplinary team.
Work collaboratively with home care nurses, other staff, vendors, participants, and families to support high-quality care, service, and positive customer relations.
Communicate with home care agencies and other vendors about initial service orders, changes, cancellations, and resumption of services.
Represent Fallon Health and Summit ElderCare professionally.
Email or fax open case needs to home care agencies as required.
Use established systems and procedures to identify problem cases and alert management when additional interventions are needed.
Follow up on non-assigned cases until services are secured, as required.
Document vendor authorizations and service coordination efforts in the EMR and other designated systems.
Document participant-related telephone calls in the EMR.
Facilitate timely delivery of service authorizations to vendors.
Maintain positive working relationships with peers, vendors, and other staff.
Maintain accurate records of participants’ home care services in a designated format.
Track data using established systems and prepare reports as requested.
Periodically audit paid claims to verify that services were authorized by the interdisciplinary team and facilitate resolution of identified issues.
Perform photocopying, faxing, and other clerical duties as required.
Perform other duties as assigned by the Operations Manager and other leadership staff.