Home Care: Administrative Office Assistant

POSITION SUMMARY:  Represents the Agency as a frontline customer service liaison between patients/clients, caregivers, and the CSM.  Works under the direction of the CCS and in coordination to support daily operations of payroll and billing processes, customer support, personnel files, and medical records maintenance.  Assure that the skills of the caregiver assigned to each case are appropriately matched to the needs of the patients/clients.  Responsible for consistently assigning the same caregiver to each patient/client whenever possible, thereby facilitating continuity of care, supporting the attainment of desired outcomes, and improving customer satisfaction.  Schedules only the amount, frequency, and duration of services identified in the plan of care. Maintains a standardized weekly schedule for all active patients/clients and documents daily schedule changes on the scheduling form.  Validates the caregiver documentation against schedules prior to payroll and appropriately resolves differences.  Create and update active patient/client and caregiver lists weekly, or more frequently, if requested.

PRINCIPAL DUTIES, ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1.       Is knowledgeable of and supports the philosophy, purpose, mission, goals, and policies of the Agency.

2.       Services the needs of the patient/client.  Confers with the CSM for direction and offers the case to qualified staff who are available for assignment.  Maintains an active employee list of available caregivers to facilitate prompt assignment of staff to each case.  Availability is determined by assuring that caregivers meet all Company policy requirements and that they have indicated a willingness to work during time frames that are compatible with patient/client’s needs.

3.       Views the patient/client and/or patient/client’s family as the primary customer of all scheduling activities and focuses on meeting their needs.

4.       The caregiver is a secondary customer of the scheduling process.  Assists the staffing coordinator with meeting all staffing needs for clients.             

5.       Keeps their qualifications and specific work requests in mind when identifying the most appropriate caregiver for each case. 

 6.     Considers the relationship between pay and bill rates when choosing between multiple caregivers whose qualifications meet the needs of the patient/client equally well. 

7.       Maintains a working knowledge of the weekly overtime status of all scheduled caregivers when considering them for new assignments.

8.       Follows the company-approved standardized process when scheduling patient/client care.  Records and keeps all patient/client care information current. 

9.       Maintains complete and accurate patient/client schedules, including the amount, frequency, and duration of service that has been identified in the plan of care.  Schedules only those visits that have been requested by the client, family or representative.  Records all scheduling changes, updates, and deletions on the schedule daily.

10.    Makes staffing changes in accordance with Company policy when those changes are requested by the patient/client or caregiver.  Contacts the patient/client and/or patient/client’s family to confirm satisfaction after a new caregiver makes their first visit to the patient/client.  May be directed to make random phone calls to assess customer satisfaction.  Documents all requests for changes in caregivers, logs all complaints received, and records the results of all customer satisfaction calls.

11.   Participates in the hiring of caregivers by identifying recruitment needs, screening applicants, administering appropriate evaluations, arranging and conducting interviews, and verifying references.  

12.   Employee will be responsible for being on-call every other week.

 13.  Responsible for providing support to the Client Services Manager in the aspects of marketing the business which includes completing market research to identify target audience demographics or reviewing previously successful marketing campaigns, wo