Service Coordination Manager

About Family First

Family First Homecare provides exceptional homecare services to children with life-long health conditions. We live by our values of telling the truth, owning the details, and raising the bar, working hard to make your job an experience that you enjoy every day. Family First gives you the support you need to do your best work and provide exceptional one-on-one care to your patients in the comfort of their homes. Join us become a part of our family and the families you care for.

The Service Coordination Manager (SCM) is responsible for building and filling shift schedules while ensuring that the nurse’s skillset matches the clinical needs of the patient. The SCM facilitates communication between the branch office, the patients and families and the caregivers (RN, LPN/LVN, HHA, CNA, etc.). The SCM conducts home visits for the purpose of understanding the environment and the personalities of the patients/families and using that information to match the family and caregiver as closely as possible. The SCM is responsible for interviewing respective candidates, supporting the hiring, onboarding and orientation process; ensuring the accurate recording of time worked and attendance of field staff; and completing documentation to obtain authorizations from insurance companies. The SCM position builds strategic relationships with Payroll, Finance, Human Resources, FFHC leadership and the clients and nursing staff that we serve.

Family First Homecare team members represent the organization and its services in a competent, professional and responsive manner while maintaining standards of high-quality patient care and customer service in accordance with all state, local and federal requirements, rules and regulations.
 

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.