Admin Services Coordinator

Working title: Administrative Services Coordinator Position (s): 1

Classification title: Administrative Services Coordinator 1

Division: Hospice and Home Health

Program: Home Health

Reports to: Business Operations Manager

FLSA status: Non-Exempt: Full-Time

Schedule: Monday-Friday; 8am-5pm

Wage Range: $18.29 to $22.36 hourly; depending on number of years of transferrable experience and internal equity

Organizational Overview

Serving the Yellowstone County community and south-central Montana for nearly 50 years RiverStone Health is an essential provider of personal and public health services. Health Education Leadership and Protection HELP is what we do. From medical dental and behavioral healthcare; home care and hospice; public health services like immunizations WIC health promotion and restaurant inspections; and educating the next generation of health professionals our expertise spans all ages and stages of life. Underlying principles of access affordability compassion and quality in all interactions RiverStone Health improves life health and safety for all of the communities we serve.

Home Health Services Program Overview:

RiverStone Health Home Health Services provides medical treatment for an illness or injury to help patients recover regain independence and become as self-sufficient as possible. Home health care helps patients manage chronic conditions like heart disease diabetes pain management or chronic obstructive pulmonary disease (COPD) and provides personal care services. Home Health Services may be requested by physicians the patient or family member or a hospital discharge planner. Through consultation with the patients healthcare provider Home Health Services develop a care plan to meet the patients individual healthcare needs. The team includes nurses physical therapists occupational therapists speech therapists medical social workers and certified home health aides.

Job Summary:

The Administrative Services Coordinator coordinates patient referrals intakes and discharges for an assigned program; schedules and makes home/facility visits to provide information about home health services in homes and facilities. Provides exemplary customer service over the phone and in person. Performs administrative functions such as data entry drafting correspondence scheduling appointments organizing and maintaining paper and electronic files providing information to callers and other general office support in a team environment.

Essential Functions/Major Duties and Responsibilities:

A. Administrative Services Coordinator Duties 60%

• Addresses client needs and problems in a courteous confident manner that models exemplary customer service via phone and in person.

• Answer phones and give information to callers take messages or transfer calls to appropriate individuals.

• Handles concern and complaints as per program requirements.

• Gather applicable information to determine program eligibility.

• Administers program policies and procedures.

• Follow up with others to ensure clients needs and services are met.

• Prepares correspondence.

• Input data into various databases and prepare reports as needed.

• Orders applicable inventory and equipment.

• Provides general office support.

• Maintains knowledge of program changes including state and federal rules and regulations.

• Maintain proactive communication with immediate supervisor and co-workers and to prevent or circumvent work problems.

• Participate in and suggest quality improvement and quality assurance ideas.

• Attend staff meetings.

B. Home Health Specific Duties 35%

• Receives and initiates phone calls and follow-up on pending referrals including interactions with hospital /facility discharge planners physician offices and patients/families.
• Enter referrals/inquires in computer system at time of initial call make contact within hour and pursue alternate routes to make contact timely.
• Discuss inquiries/referrals and clinical findings with triage supervisor.
• Make contact to receive all needed information from referral sources and/or medical offices to determine appropriateness and services needed.
• Determine the patients and each family members needs and match with program benefit.
• Initiate call to insurance to determine patients home health benefits.
• Determines Medicare and Medicaid coverage and verify Medicare/Medicaid eligibility.
• Assists insurance coordinator as necessary to make calls to insurance to determine patients home care benefits; refer to supervisor or designee any questions on insurance determination/negotiation of coverage.
• Explain the programs philosophy with sensitivity and tact with potential patients family members and referral sources.
• Explanation of payment and filling out financial forms when appropriate deferring complicated questions to the billing department.
• Obtain information from medical providers including the face-to-face and tracking of face-to-face documents;
• Enter patient and family information and record patient progress from referral to admission and team visit compliance in computer system.
• Completes admission binders.
• Track own conversion rate from referral to admission and report to supervisor.
• Initiate patient chart orders in computer system.
• Assists with medical records scanning.
• Input data and prepare routine reports or special reports as requested.
• Organize staff equipment bags orders equipment as necessary and documents return of equipment.
• Keep immediate supervisor and designated others fully and accurately informed concerning schedule and work progress including present and potential work problems and suggestions for new or improved ways of addressing such problems.
• Attend meetings conferences workshops and training sessions and reviews publications and audio-visual materials to become and remain current on the principles practices and new developments in assigned work areas.
• Respond to citizens questions and comments in a courteous and timely manner.
• Communicate and coordinate regularly with appropriate others to maximize the effectiveness and efficiency of interdepartmental operations and activities.
• Perform other directly related duties consistent with the role and job description.
• Responsible for performing a wide variety of tasks under the pressure of continuous interruption
• Ability and willingness to ensure quality support is provided to all customers.

Non-Essential Functions/Other duties as assigned 5%

• Perform other duties as assigned in support of RiverStone Healths mission and goals.

Education and Experience:

Minimum Qualifications:

• High School Diploma or GED and

• A minimum of two (2) years of database data entry and Microsoft Office product experience.

• Any combination of experience and training which provides the equivalent scope of knowledge skills and abilities necessary to perform the work.

Preferred Qualifications:

• Medical terminology training or experience

• Experience working with an underserved population.

• Experience working in a customer service environment.

Required Certificates Licenses Registrations:

• N/A

Knowledge Skills and Abilities:

• Ability to maintain a calm and positive demeanor during difficult client interactions.

• Ability to display non-judgmental and empathetic listening skills.

• High degree of detail-oriented skill level.

• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.

• The ability to educate volunteers and show through example the significance and meaning of working collaboratively to maintain a positive work environment.

• Ability to prioritize and perform a wide range of tasks under pressure of continuous interruptions.

• Ability to perform job duties with integrity and innovation to ensure completion and a high level of quality.

• Ability to understand and adhere to required administrative policies and procedures.

• Excellent communication skills to ensure efficiency and quality customer service.

Customer Service Excellence:

• Provide Customer Service Excellence to RiverStone Healths customers including patients clients family members visitors medical staff and co-workers

• Doing things right the first time

• Making people feel welcome

• Showing respect for each customer

• Anticipating customer needs and concerns

• Keeping customers informed

• Helping and going the extra mile

• Responding quickly

• Protecting privacy and confidentiality

• Demonstrating proper telephone etiquette

• Taking responsibility for handling complaints

• Being professional

• Taking ownership of your attitude toward Service Excellence

Supervision:

• N/A

Physical Demands and Working Conditions:

• Work is performed in an office setting primarily.
• Able to travel to outside facilities to meet with referral agencies if needed.
• Ability to travel and use own personal vehicle. Expected to drive a vehicle which requires sitting seeing and reading signs traffic signals other vehicles etc. Travel occurs in all weather conditions including extreme heat and cold.
• Create and maintain a safe/secure working environment by adhering to safety security and health requirements. Integrate injury illness and loss prevention into job activities by attending any necessary training and implementing best practices.

Freedom to Act & Decision Making:

• Work is structured by public health regulations and established medical practices.

• Decisions directly affect the quality of services provided to the public.

• The work is performed under the supervision and direction of the Senior Director and considerable leeway is granted for the exercise of independent judgment and initiative.

Communications & Networking:

• Daily written and verbal communication with patients clients volunteers and RiverStone Health staff.

• Work directly with other team members to provide quality customer service for patients and customers

Budget & Resource Management:

• The position is responsible for managing resources including time volunteers and other resources necessary to deliver services. Decisions made by the position directly affect efficiency and cost of services.

Required Experience:

IC