Service Coordination Manager

KEY 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  

ROLE QUALIFICATIONS 

EDUCATION & EXPERIENCE 

• 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. 

 PREFERRED 

• 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. 

WORKING CONDITIONS/EQUIPMENT USE 

• Position is stressful in terms of meeting deadlines.  

• It is primarily a desk job which essentially involves sitting, standing, stooping and walking, as well as an inordinate amount of telephone communication.  

• Travel may be necessary by car or airplane for local, out-of-town, or state seminars, office assistance, conferences, or meetings.   

• It requires minimal lifting of office records and printouts.  

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