• Responsible for continued education and ongoing training to be the best at professional role.
• Participates in on-call rotation by carrying the agency’s emergency cellular phone on a rotating basis. 
• On-call, handles all client, caregiver, and scheduling issues that occur and conducts all new client intakes
• Responsible for covering caregiving shifts in the event that a caregiver cannot be located.
• Attends management meetings and participate in the development of systems and procedures 
• Improve care coordination, client satisfaction, and employee performance. 
• Supports office operations and completes special projects 
• Assists the other members of the management team
• Submits accurate weekly metrics/Accountability reports to the general manager. 

Skills: Professional Development, On-call Management, Issue Resolution, Shift Coverage, System Development Participation, Care Coordination Improvement, Office Operations Support, Metrics Reporting

• Responsible for entering contacts, phone conversation information (notes), and activity tags into ERSP.
• Coordinates care with the Client Services team, external ICC, family members, and other care providers. 
• Communicates service changes to Bookkeeper to ensure correct billing & deposits.
• Tracks, scrutinizes and processes all daily care logs, audio notes on a weekly basis. 
• Initiates the care coordination process based on information gathered in the notes with the necessary parties' including the External ICC.s, and documents accordingly.
• Edits the current Plan of Care documents on a regular basis with input from clients, families, field staff, and other team members.
• Follows all office communication and documentation protocols to ensure excellent service to clients, staff, potential and inactive clients including, Google Calendar and ERSP.
• Conducts the client de-activation and re-activation processes. 
• Modifies all reminders for all on-going sales efforts to reflect new status.

Skills: Data Entry, Care Coordination, Communication, Billing Management, Documentation Review, Plan of Care Editing, Protocol Adherence, Client Status Management

• Answers potential client inquiries whether made via phone or the web and sells and qualifies for home visits. 
• Responsible for entering initial calls, notes, and scheduling a home visit for the External ICC into ERSP.
• Manage changes to the current released schedule.
• Responsible for managing the ongoing details of coordination that leads 
• Internal sales for existing clients including problem resolution,up selling, quality assurance, anticipating needs, advising families, directing field staff, detailing GTC's
• Following up after new field staff is assigned, and the like.
• Conducts client recovery activities for deactivations, hospitalizations, hour’s reductions, and cancelled hours. 
• Responsible for ensuring that clients value services as outstanding.
• Management of incidents (client, caregivers, administrative, workers comp).
• Develops and maintains prospects, clients, care providers and referral sources database for relationship management. 

Skills: Client Inquiry Response, Data Entry, Schedule Management, Internal Sales, Problem Resolution, Client Recovery Activities, Incident Management, Relationship Database Maintenance

• Answer incoming calls and responds to inquiries or directs caller to appropriate personnel.
• Welcome and greet consumers/visitors in a manner that is helpful and friendly and determines the purpose of the visit.
• Direct consumers/visitors to the appropriate department and notifies personnel of consumers/visitors' presence.
• Check-in client/visitors upon arrival and ensure emergency protocol compliance
• Utilize diplomacy and tact to provide excellent customer service.
• Exercise problem solving and conflict resolution skills when handling complaints
• Refers to appropriate designated personnel 
• Perform day-to-day administrative functions and general office duties including but not limited to the composition of correspondence, completion of special projects, copying, filing, faxing, and data entry.
• Communicate updates and information to appropriate departments.
• Monitor, stock, and make available to consumers all up-to-date marketing and program materials displayed within the lobby area.
• Receive letters and packages and distribute them to appropriate departments/personnel.

Skills: Call Handling, Customer Service, Visitor Management, Emergency Protocol Compliance, Diplomacy, Problem Solving, Administrative Functions, Communication Coordination

• Provides outreach to covered members to introduce a program, engage patients, provide help navigating resources, and refer to care management 
• Assesses the health care, educational, and psychosocial needs of the patient/family, using standardized assessment tools, under the direction of the care manager. 
• Uses critical thinking skills to make appropriate decisions regarding patients’ needs.
• Establishes and promotes collaborative relationships with physicians and other members of the health care team. Develops and promotes collegial relationships with external customers.
• Monitors patient response to the plan of care, and communicating progress and needs to the care management team.
• Coordinates patient care through ongoing collaboration with PCP, patient/family, facilities, community resources, and other members of the care team.
• Provides ongoing support and assistance with navigating the healthcare system and community resources for patients and families, serves as a primary touchpoint for centralized care management.
• Completes required documentation for all care coordination services.
• Optimizes workflows to maximize efficiency and works with the care management team to promote continuous process improvement.
• Completes required training and educational requirements.

Skills: Outreach Coordination, Needs Assessment, Critical Thinking, Relationship Building, Patient Monitoring, Care Coordination, Healthcare Navigation, Process Optimization

• Proven experience working at a home healthcare company (in-home and/or long-term care facility)
• Demonstrated experience selling in-home health services with a hands-on background developing and reviewing care plans with caregivers/families to ensure all needs are met
• Proven experience building long-lasting client relationships
• Proficiency using Microsoft Office 365, DocuSign, and an iPad 
• Excellent time management skills and ability to prioritize work
• Effective verbal and written communication skills
• Ability to function effectively in a fluid, dynamic, and rapidly changing environment.
• Strong time management, listening skills, problem-solving, critical thinking
• Analysis skills and decision-making, priority setting, and work organization.
• Ability to work autonomously and be directly accountable for patient panel.

Qualifications: BA in Communication with 2 years of Experience

• Experience in a fast-paced office environment or a customer-facing role. 
• Experience in exposure to, the healthcare or personal mobility device industry.
• Comfortable communicating on the phone, by email, or in person - sometimes all at once.
• Have flexibility and organization. 
• Can navigate any situation in a friendly, professional, and compassionate manner.
• Proficient in Microsoft Office Suite and comfortable navigating databases. 
• Experience with Jobber and Navision 
• Must be able to work with others in a professional and ethical manner.
• Must be willing to share on-call responsibilities with scheduling partners.
• General knowledge of health care services.

Qualifications: BA in Business Administration with 4 years of Experience

• Experience in customer service and administration with an emphasis on sales
• Experience working with the geriatric population
• Excellent oral and written communication skills
• Ability to establish and maintain a professional rapport with clients and co-workers
• Strong computer skills, with experience in the Microsoft Suite (e.g., Outlook, Excel, Word)
• Strong multi-tasking, organization, and time-management skills
• Must have a desire and willingness to learn and demonstrate the ability to accept supervision and follow direction.
• Must be dependable, reliable, and responsible.
• Must maintain all required licenses for the position through Win employment.

Qualifications: BA in Psychology with 1 year of Experience

• Exercises discretion or judgment on a consistent basis.
• Demonstrated experience facilitating groups and developing group curricula.
• Experience with standardized assessment tools.
• Experience working with individuals with mental illness and substance abuse, preferably with homeless adults and at-risk populations.
• Performs job duties that include work requiring advanced knowledge in the field of social work/mental health.
• Must attend required internal and external meetings and training as assigned by the supervisor.
• Ability to use advanced knowledge acquired by a prolonged course of specialized intellectual instruction.
• Strong interpersonal communication skills, including active listening and empathetic communications with patients, family, and staff.
• Knowledge of office procedures and health care  

Qualifications: BA in Social Work with 3 years of Experience

• Proficiency in word processing and computer skills (Office, Excel, & PowerPoint). 
• Master additional software including ERSP and Google Calendars.
• Must possess above-average human relations, customer service, problem-solving, and organizational skills.
• Must be able to work under time pressures and manage multiple demands simultaneously. 
• Extreme attention to details is essential.
• Excellent telephone and communication skills  
• Must be available for on-call rotation.
• Must be a team player willing to share information and work cooperatively with other members of the management team and caregiving staff.
• Ability to interact effectively and build positive relationships with patients, providers, the health care team, and community agencies.

Qualifications: BA in Health Administration with 2 years of Experience