Addus HomeCare

Associate

• Provide the highest level of support when answering phones
• Manage the client open visits and alert report
• Provide resolution to missed visits, short and long visits and high priority alerts
• Provide urgent and immediate care to each caller's situation
• Make scheduling changes and updates within the scheduling system
• Ensure all clients are served timely and as required
• Effectively respond to all inbound calls related to scheduling changes
• Coordinate care between caregivers and clients
• Prioritize and manage multiple conflicting responsibilities daily
• Make outbound calls to Home Care Aides, Clients and Branches to ensure resolution to scheduling issues
• Meet all key performance metrics and standards

Care System Associate

• Effectively respond to all inbound calls per day related to scheduling changes from clients and employees
• Responsible for the coordination of care between caregivers and clients to ensure all visits are filled
• Ability to prioritize and manage multiple conflicting responsibilities on a daily basis (Eliminating Missed Visits, Open Visits, Call Offs, PTO requests) and navigate multiple systems and processes, using all available tools and resources to ensure all immediate client needs are met
• Make outbound calls to Home Care Aides, Clients and Branches to ensure resolution to scheduling issues and gaps
• Meet all key performance metrics and standards as defined for the contact center for quality, productivity and where appropriate, revenue generation and retention
• Understand and follow proper phone etiquette and call techniques, providing exemplary service in every phone interaction and ensure professional follow up communication for all involved in schedule changes Client, Branch, Home Care Aides and Leadership personnel as needed
• Ability to lead meetings with assigned branches on a daily and weekly basis as needed
• Maintain call and/or email Quality Assurance standards, to ensure the correct amount of care is provided to our clients
• Maintains a high degree of confidentiality at all times due to access to sensitive information
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare, Medicaid, and HIPAA regulations and requirements
• Abides by all regulations, policies, procedures and standards
• Performs other duties as assigned

QA Engineer

• Obtain and maintain a working knowledge of state, federal, and CHAP survey procedures and interpretive guidelines as they apply to service provided by the agency
• Auditing of paper and electronic charts for placement and content of all forms as well as assuring that all charting is compliant with current federal, state, CHAP, and local standards, regulations and guidelines
• Provide ongoing staff direction and support, ensuring that the electronic medical record is utilized in the correct manner and perform the needed corrections
• Compiles, trends and reports quality data in the following areas: patient care, safety, risk management, infection control, outcomes, and customer satisfaction
• Acts as a resource to Patient Care Managers regarding standards, policies, regulations and provide in service training to leadership and staff as needed in these areas
• Maintain confidentiality of all pertinent client care information to assure that clients rights are protected as directed by HIPAA, including right of refusal

Hospice QA Manager

Intake Coordinator

• Receive referrals by phone or in person for designated department
• Provide an explanation of the benefits to patients, families, and community contacts
• Assist with finding alternative services the when patient is not a candidate for hospice
• Oversee scheduling of initial nursing assessment and admission
• Maintain admission packets and ensure that proper forms are available to admissions staff
• Assist community outreach representatives with marketing activities to promote relations with referral sources
• Provide telephone and clerical support to other staff members as time allows
• Maintains accurate clinical records, keeping track of goals and progress of clients

• Receive referrals by phone or in person for the designated department
• Explain benefits and services to patients, families, and community contacts
• Assist with identifying alternative services when a patient is not a candidate for hospice care
• Coordinate scheduling for initial nursing assessments and admissions
• Maintain admission packets and ensure proper forms are available to admissions staff
• Assist community outreach representatives with marketing activities and referral source relationships
• Provide telephone and clerical support to team members as needed
• Maintain accurate clinical records and track patient goals and progress

Manager

• Develop and implement educational programs using a variety of teaching resources, including webinars, teleconferences, live lectures, online training, training manuals, and clinical protocol guides
• Training deliverables include a mix of in-person training and content development for an on-line Learning Management System (LMS)
• Develops yearly educational plan to ensure requirements are met to meet regulatory standards
• Monitors the Learning Management System for staff compliance with assigned courses and works with local operational leadership to ensure compliance.
• Serves as a subject matter expert for the home health division, which will require the application of knowledge and skills specific to the following: clinical service provision in a home health practice environment, the conditions of participation, state regulations, and corporate policies and procedures
• Develops, implements, and monitors the preceptor program for home health
• Work closely with the Director of Quality for Home Health, the Area Vice President of Operations, and other home health leadership related to situations requiring more extensive training or action, and work collaboratively to achieve desired outcomes and results
• Completes in-home ride-along visits with clinical staff and audits documentation to ensure accuracy of documentation, competency of staff skills, and other requirements as needed
• Review medical records at the local level for new hires to ensure proper documentation, maximizing quality of care, compliance, and reimbursement.
• Assist with quality assurance/performance improvement and Medicare compliance training programs
• Develop reference materials to address opportunities for improvement
• Maintains knowledge of current state and federal regulations
• Assist in the development and implementation of Plans of Correction within assigned operational units as requested
• Conduct and/or facilitate Staff Orientation Programs within assigned operational units as requested
• Maintains a high degree of confidentiality at all times due to access to sensitive information
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare, Medicaid, and HIPAA regulations and requirements
• Abides by all regulations, policies, procedures, and standards
• Performs other duties as assigned

Quality Education Manager – Home Health, RN

• Develop and implement educational programs using a variety of teaching resources, including webinars, teleconferences, live lectures, online training, training manuals, and clinical protocol guides
• Training deliverables include a mix of in-person training and content development for an on-line Learning Management System (LMS)
• Develops yearly educational plan to ensure requirements are met to meet regulatory standards
• Monitors the Learning Management System for staff compliance with assigned courses and works with local operational leadership to ensure compliance.
• Serves as a subject matter expert for the home health division, which will require the application of knowledge and skills specific to the following: clinical service provision in a home health practice environment, the conditions of participation, state regulations, and corporate policies and procedures
• Develops, implements, and monitors the preceptor program for home health
• Work closely with the Director of Quality for Home Health, the Area Vice President of Operations, and other home health leadership related to situations requiring more extensive training or action, and work collaboratively to achieve desired outcomes and results
• Completes in-home ride-along visits with clinical staff and audits documentation to ensure accuracy of documentation, competency of staff skills, and other requirements as needed
• Review medical records at the local level for new hires to ensure proper documentation, maximizing quality of care, compliance, and reimbursement. This review includes verification of appropriate documentation, quality of care provided, visit utilization, appropriate contacts with physicians, adherence to the care plan, and evidence of communication between disciplines
• Assist with quality assurance/performance improvement and Medicare compliance training programs
• Develop reference materials to address opportunities for improvement
• Maintains knowledge of current state and federal regulations
• Assist in the development and implementation of Plans of Correction within assigned operational units as requested
• Conduct and/or facilitate Staff Orientation Programs within assigned operational units as requested
• Maintains a high degree of confidentiality at all times due to access to sensitive information
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare, Medicaid, and HIPAA regulations and requirements
• Abides by all regulations, policies, procedures, and standards
• Performs other duties as assigned