Customer support specialist Jobs in Garland, TX

About Us:

At Empower, we are proud to serve as a one-stop-shop business partner for healthcare organizations to support their administrative and employer needs. We strive to be more than a workplace, but also a community, where every voice is heard, and every team member is valued. Our team is driven by a shared mission to create a positive impact on healthcare organizations and the lives they touch. Join our team today to be part of our mission!

Job Summary:

Under the direction of the Director of Compliance Support, supports compliance and survey readiness across all home health and hospice sites. Develops and delivers documentation and survey-readiness training; provides on-site and remote education to clinical and administrative staff; supports new site implementation and onboarding; assesses site readiness through audits and mock surveys; and supports the survey and corrective-action process in accordance with current standards, regulations, and Medicare/State/accreditation guidelines.

Essential Functions:

· Learns and understands State, Federal, and Accreditation Agency regulations and requirements, and keeps current as they change.

· Develops and delivers documentation and survey-readiness training programs for home health and hospice sites.

· Provides ongoing documentation training to clinical and administrative staff to strengthen documentation quality and regulatory compliance.

· Conducts on-site education visits and education calls to support agency clinical and administrative staff.

· Supports new site implementation and onboarding, including training staff on new programs and workflows.

· Assists with HCHB/Point of Care training to appropriate personnel.

· Conducts assessments, including audits and MOCK surveys, to determine whether State, Federal, and Accreditation Agency regulations and requirements are being met.

· Develops internal corrective action plans for sites that do not meet regulatory requirements, and collaborates on corrective action plans issued by surveying agencies.

· Provides support and follow-up on all corrective action plans issued internally or by surveying agencies.

· Develops and conducts training to prepare sites for surveys and to address deficiencies issued by surveying agencies.

· Coordinates review findings with the Director of Compliance Support and Clinical Educators for delivery of training and improving outcomes related to findings.

· Assists the Director of Compliance Support with special projects, collecting and compiling data and adhering to the timeframe allotted.

· Assists with Corporate QI audits, surveys, and QAPI as needed.

· Identifies performance issues, discusses with leadership, and assists in their resolution.

· Analyzes and evaluates assigned clinical operations to ensure standards are adhered to.

· Ability to engage in up to 60% local and out-of-town travel, including overnight stays at alternate offices as needed.

· May have access to personal health information necessary to fulfill the above duties and responsibilities.

Additional Responsibilities:

· Performs other duties as assigned or requested.

· Adapt to change management.

· Work is normally performed in an office environment.

· Sufficient endurance to perform the required physical and mental tasks over long periods of time.

· Conforms to all applicable Agency policies and procedures.

· Participates actively in continuing education and in-services.

· Maintains confidentiality of patient information and business trade practices.

Knowledge / Skills / Abilities:

· Organizational skills.

· Knowledge and commitment to the home care and hospice philosophy of care.

· Ability to respond to common inquiries or complaints, regulatory agencies, or members of the business community.

· Able to effectively communicate with clinical and non-clinical employees.

· Time management.

· Cooperative attitude.

· Advanced written and verbal interpersonal communication.

· Ability to multi-task, work under pressure with changing priorities and short deadlines, and effectively handle a heavy workload.

· Able to work a flexible schedule and/or evening hours as needed.

· Ability to travel frequently (minimum 50%, up to 60%) to other offices with overnight stays.

· Basic math skills related to patient care.

Age-Related Competencies:

Demonstrates the basic knowledge and skills necessary to identify age-specific patient needs appropriate for this position.

Information Management:

Treats all information and data within the scope of the position with appropriate confidentiality and security.

Risk Management:

· Cooperates fully in all risk management activities and investigations.

· Keeps abreast of changes in health care law.

· Maintains Agency/program compliance with local, state, and federal laws as well as state accreditation standards.

Minimum Position Qualifications:

· Education: Bachelor’s degree in a related field (Nursing, Healthcare Administration, Business, or Marketing preferred).

· Experience: 3–5 years’ experience in home health and/or hospice required; 5 years of HCHB (HomeCare HomeBase) experience preferred.

· License / Certification: Registered Nurse (RN) licensed in the state(s) in which they practice. Driver’s license and proof of current auto liability insurance; no listing in the OIG Excluded Provider listing.

Environmental Conditions:

Works under a variety of conditions in facilities and offices; ability to work flexible schedule, ability to travel locally and out of town; some exposure to unpleasant weather. Moderate noise level; tasks may involve exposure to bloodborne pathogens; moderate stress and emotional demands.

Physical Requirements:

Sitting is required. Requires ability to always handle stressful situations in a calm and courteous manner. Requires working under some stressful conditions to meet deadlines and agency needs. Ability to engage in local and out-of-town travel via both plane and car.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities.