Service Coordination Manager

Service Coordination Manager

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.
• 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

Required

• 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.

State Specific Requirements:

• Florida: N/A
• Illinois: N/A
• Iowa: N/A
• Pennsylvania: Additional Background Screening: Child Abuse, and FBI check. Must complete TB screening with 2 step PPD, or 1 step PPD with proof of 2 step PPD administration within the last year.
• South Dakota: N/A
• Texas: N/A

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.

Pay Philosophy:

The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Family First Homecare have a corresponding compensation plan which may include a bonus at rates that vary based on multiple factors set forth in the compensation plan for the role.

Key Details:

**This position requires the employee to work in the office Monday through Friday during core business hours.** Core business typically fall between 8:00 am to 5:00 pm with some flexibility with start and end times.

We value your hard work, integrity and commitment to providing the highest quality care to our patients and the communities we serve. We put people first by offering you benefits that support your life and well-being. Below you will find a snapshot of the benefits that you enjoy as part of your role:

• Private Health Care Plans: (Medical, Dental, Vision and Health Savings Account (HSA) with an employer matching contribution
• Voluntary Benefits: (Accident Insurance, Critical Illness, Hospital Insurance, Additional Voluntary Life Insurance, Long-Term and Short-Term Disability)
• 401(k) Retirement Plan and Company Matching Contributions
• Paid Time Off (PTO)
• Paid Holidays
• Employee Assistance Program (EAP) for Employee and Family
• Weekly pay with direct deposit
• myFlexPay Payroll card allowing you to have your wages deposited directly on to your card
• W2 employee
• Professional development with a rapidly growing organization
• Opportunities for promotions and upward mobility
• Employee Referral Bonus Program
• *Eligibility requirements apply.

Job Description Disclaimer:

This job description is an overview of the duties and responsibilities assigned to the role identified below. It is not intended to cover every work assignment the job may have, but rather to cover those work assignments which are essential, predominant, and recurring. Responsibilities and duties may change, or new ones may be assigned at any time, with or without notice.

Family First Homecare is an equal opportunity employer. We will not tolerate discrimination on the basis of race, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.