Job Description

PO SITION SU MMA RY: Re pres ents the A ge ncy as a f rontli ne cus tomer ser vice lia is on be tw een p atien tcl ien ts, caregi vers, and t he CSM. Wor ks u nder t he di rec tion of the CSM a nd in coor di nat ion with the Care C oor di na tor S upe rvi sor to ass ure that the ski lls of the caregi ver assi gned to each case is ap pr opri ately ma tc hed to the n eeds of the patien tclie nts. R esponsi ble for consiste ntly assi gni ng the s ame careg iver to each patientclie nt when ever possi ble, the reby facilitati ng conti nuity of care, su pporti ng the a ttai nment of desi red out comes, a nd improvi ng cust omer satisfa cti on Sch edules only the a mount, f requenc y, and d urat ion of ser vi ces i dentif ied in the plan of c are. Mai ntai ns a s tandar di zed we ek ly sche dule f or all ac tive patien tclie nts and docu ment dai ly sc hed ule cha nges on the sc hed uli ng f or m Va li dat es the care giver doc ume ntat ion aga inst sche dules pr ior to p ayr oll and ap pr opri at ely r esolve differences. Cr eate a nd u pdate a cti ve patie ntcl ient a nd caregi ver lists wee kly, or more f req uentl y, if req uest ed

PR INCIP AL D UTIES, ESSENTIAL F UNCTIONS AND RESPON SIBILITIES

1Is kn owled geab le of and s upports t he phil osophy, p urpose, miss ion, goals a nd policies of the A genc y

2Servic es the ne eds of the patientclie nt. C onfers w ith the CSM a nd Care C oor di nat or S upe rvi sor for directi on a nd of fers t he ca se to q ual ified s taff w ho a re a vai la ble f or assi gnment. Mai ntai ns an acti ve e mployee li st of a vai la ble care giv ers to facil itate pr ompt assi gnment of s ta ff to each case. A vai la bili ty is de te rmi ned by assur ing that careg ivers me et all Compa ny p oli cy req uire ments a nd that th ey h ave i ndicated a will ingness to work d uri ng time fr ames th at are c ompati ble with p ati entclie nt’s n eeds.

3V ie ws the pat ientclie nt a ndor p atien tclie nt ’s f ami ly as the pr ima ry c us tomer of all sched ul ing acti vit ies a nd focu ses on me eti ng their needs.

4The ca regi ver is a se conda ry c us tomer of the sche duli ng proce ss and the

5Cl ient Staffi ng Coor di nat or a nd CSM ke eps their qual if icati ons a nd specific work req ues ts in mi nd when i dentifying the most ap pr opri ate ca regi ver f or each c ase. Consi ders the relat ionsh ip bet ween p ay a nd bill rates when c hoosi ng b et ween multi ple ca regi vers wh ose q ual ificat ions me et the ne eds of the patientclie nt eq ual ly w ell. Mai ntai ns a worki ng know led ge of the w ee kly ove rti me stat us of all sche duled careg ivers when c onsi deri ng them f or new assi gnments.

6Foll ows t he Compa ny ap proved sta ndar di zed p roce ss when sche duli ng pat ientc lie nt ca re. Rec or ds and k eeps all patien tclie nt ca re i nf ormat ion c ur rent.

7Mai ntai ns comple te a nd a ccu rate pat ientclie nt sche dules, incl udi ng the amount, freq uenc y, and durati on of s ervi ce that has be en ide ntif ied in the pl an of care. Sche dules only t hose visi ts that ha ve be en r eque st ed by the cli ent, fa mi ly or represen tati ve Re cor ds all sche duli ng c ha nges, updat es, and dele ti ons on the sche dule dai ly

8Va li dat es copies of careg iver doc ume ntat ion aga inst sche dules and r ec onci les in c ongr uencies. Notifies the ma na ger of outs ta ndi ng d ocu mentat ion and in te rfaces with the pay roll and billi ng proce ss es to su pport the pro duct ion of accu rate a nd timely in voic es

9Mak es s taff ing ch anges in acc or da nce w ith Compa ny policy when th ose ch anges are req ues ted by the patientclie nt or care gi ver. C ont acts the pat ientclie nt an dor patien tclie nt’s f ami ly to confi rm satisfact ion af ter a new ca regi ver mak es their fi rst vis it to the patien tclie nt. May be di rec ted to make ra ndom p hone calls to a ss ess cus tomer s atisfact ion Docu ments all r eque sts for cha nges in care givers, l ogs all compla ints rec eived, and r ecor ds the r esu lts of all cus tomer s atisfact ion cal ls.

10 Partici pa tes in the hi ri ng of care gi vers by ide nti fyi ng recrui tment ne eds, scre eni ng ap plica nts, a dmi nisteri ng ap propri ate e val uat ions, ar ra ngi ng and c onducting inte rvi ews, a nd veri fyi ng r eferenc es. The i nput of the Sche duler is critical in mai ntai ni ng ap pr opri ate le vels of staffi ng a nd the fi nal hir ing decisi ons are the r esponsi bility of the ED and CSM.

11 E mpl oyee will be resp onsi ble f or bei ng on- call eve ry other w ee k

OTHER D UTIES AND RE SP ONSIBILITIES

1Is kn owled geab le of and s upports t he phil osophy, p urpose, miss ion, goals a nd policies of the A genc y

2Rep or ts for work on ti me and pre pared to ass ume d uties.

3A dheres to A gen cy dr ess code.

4Re cor ds work ac cura tel y

5Foll ows pol icy for rep orti ng in sick.

6Le aves for meal brea ks on ti me a nd re tur ns on time.

7Va ries work sc hed ule to me et A gency ne eds.

8W or ks overt ime when req ues ted.

9Sc hed ules all t ime off with su per vi sory a ppr oval.

10 Atten ds and part ici pat es in mee ti ngs and is r es ponsi ble f or all i nf ormati on c ommunicated at me eti ngs.

11 Resp onds to and ma na ges c ompla ints in a p rof essi onal a nd ti mely ma nner.

12 Foll ows s ta ndard preca ut ions and in fec tion contr ol p roced ur es.

13 A dheres to A gen cy polic y, pr oced ure and pro cess es.

14 Uses proper body mech anics.

15 Per forms all d ut ies as assi gned.

16 Resp onds to inter nal a nd ex tern al cu st omers in a p rofessi onal a nd frien dly a nd supporti ve ma nner.

17 Offers a ssista nce as ne eded or d ir ects in divid ual to a ppr opri ate res our ces with p roper foll ow th rough

18 W ears ID ba dge in a visi ble l ocat ion

19 Re cor ds and r el ays messa ges accu rat ely.

20 W or ks toge ther in the sp ir it of te amw ork.

21 C ommunic at es and dis seminat es in for mati on ti mely and ap pr opri at ely.

22 C omplies t imely with all require ments r el at ed to ri sk ma na gement, saf et y, in fec ti on contr ol, empl oyee health TB scr een ing, s ecu rity and fi re.

23 Pr ovi des f or a sa fe e nviro nment f or all clie nt pat ients, p hysicia ns ande mploye es.

24 Pr ovi des ex cellent c us tomer s er vice to all clie nts pat ients, physicia ns a nd empl oye es.

25 S upports a nd partic ipa tes in perf orma nce i mprovement pr ocess.

26 Ass umes r es ponsi bility for all ma nda tory i n-se rvices, certificat ion an d/or li cens ure, compe tenc ies, e tc.

CO MPE TE NCIES To perf orm the job su ccessfu lly, an individ ual s hould d emonst rate the foll owing c ompet encies:

•Technical Skills – I ndivid ual must demonstra te cu rre nt a nd ongoi ng compe tence in ta sks assi gned which i ndicates a specia li zed skill in this area a bove a nd be yond the avera ge.

•Comm unicat ion – De monstrat es an a bility to ef fec tively a nd reg ula rly tra nsfer inf or mati on to ne cessary parties to improve the q ual ity of her work and to pr ovide her su pe rvi sor w ith act iona ble, a ccu rate data.

•Initiat ive – Is self -moti vat ed a nd per sonal ly compe tit ive. Wa nts to ac hi eve f or the good of the C ompa ny a nd her t eam Se eks a ddi ti onal w ork when th ey have ca pacit y De monstr at es an a bility a nd desire to bri ng new ideas a nd s ol ut ions to their su per vi sor on an ongoi ng bas is.

•Fle xibility – The a bility to quickly a da pt to ch angi ng conditi ons. The a bili ty to na vigate obst acles with e ase a nd profess ional ism

• Interp ers onal Sk ills – Fo cuses on s olvi ng confl ict, not bl ami ng; li st ens to ot hers wit hout i nt err upti ng; k eeps emot ions u nder c ontr ol; remai ns open to ide as a nd tries n ew th ings

•Team work – Ba la nces t eam a nd i ndivid ual resp ons ibilities; en coura ges others a nd as ks for help w hen ne eded. Exh ibits patie nce a nd c ompass ion

•P rof es sionalism – Ens ur es pr oduct is del ive red on ti me a nd is of the hi ghest qual it yAss umes respo nsi bili ty f or mi stak es. Pre sents t he msel ves in a ma nner which en hances the bra nd ima ge. U nders ta nds that no i nf ormat ion is tru ly pr ivate a nd c onduc ts onli ne or soc ial ne tw orki ng a cti vit ies acc or di ngly.

• Ethics – T rea ts p eople with r espe ct; keeps commi tments; ins pires the tr ust of others; w orks e thical ly and

with i nt egri ty; u phol ds the C ompa ny’s G ui di ng Pri nci ples:

o People Firs t, Alw ays

o We Exist to Ser ve our Members

o We H ave a R es ponsi bility to be F ull

P hysical D ema nds, Work Environme nt, and Ex pected H ours of Work: The phys ical de ma nds des cri bed he re a re rep res ent ati ve of th ose t hat must be met by an e mployee to su cce ssf ul ly perf orm the es sential f uncti ons of th is j ob

• This posit ion is oft en r equi red to rea d, write, s ta nd, walk, sit, use ha nds to fi nger, ha ndle, or f eel objec ts, t ools, or cont rols, reach wi th ha nds and ar ms, ba la nce, s toop, kneel, cr ouch, talk andor h ear.

• An in divid ual in this pos iti on will be req uired to lift or carry w ei ght up to 25 lbs.

• May be expo sed to mi ni mal to moder ate noise.

• May be req uired to work ex ten ded per iods of ti me at a comp ut er te rmi nal.

• May en count er d iff icu lt si tuati ons, incl udi ng contact with mental ly ill a nd d ece ased reside nts.

•The pot ential for e xposu re to b io- ha zar dous or i nf ect ious age nts is mi ni mal. S ome mi nimal exposu re to clean ing age nts a nd off ice pr oducts may occur.

•This posit ion req uires the use of per sonal prot ecti ve equi pment (gloves) in job p erf orma nce when ha ndl ing clea nsi ng age nts or other t oxic su bs ta nces such as “t oners ”, or when seal ing bioha zard b ox for pick- up Vi deo dis pl ay te rmi nal sc re en p rot ec tors a nd wrist su pports a re avai lable u pon r equest.

TR AVEL: Local a nd out of s tate tr ave l, inc luding overn ight sta ys, may be req uired fr om time to time to at tend c onfe rences, tra ini ng, me eti ngs, and prof essi onal de vel opment p rogr ams. Mi ni mal overn ight; Up to 10% by a ut omobile.

EDU CA TION AND EXP ER IENCE RE QU IRE MENTS

• Hi gh Scho ol Di pl oma or G ED

D IR ECT P REVIO US EXP ER IENCE:

•One (1) year d ata ent ry, c omput er- relat ed e xper ienc e, or clerical and s yst ems e xperience, pref era bly in a healt hca re e nviro nment.

KNO WLE DGE, SKIL LS, AND ABILITIES REQ UIRED:

• Demonstrat ed data entry ability with at tenti on to de tai l, spe ed and accur acy

• Or ga ni zati onal, teachi ng, human r esour ce, ma na gement skills.

• A bility to work u nder t ime pressu re.

•A bility to work in a fa st- pa ced en vi ronment and to pr ioriti ze, or ga ni ze a nd ma nage multi ple priorities.

• Pr of icient in Mic rosoft Off ice su ite a nd the ab ility to quickly mas ter new sof twa re a pplicat ions.

• Ability to r ec ogni ze ne ed for g ui da nce, i nput to dec isi on ma ker.

• W or ks with mi nimal s uper visi on, consu lts with su pe rvis or on any u nusu al situat ion