Phoenix, Arizona
Scheduler - Homecare Experience Preferred Job Opening in Phoenix, Arizona - The Scheduler is responsible for performing all tasks associated with intake, scheduling and primary staff supervision. This position requires providing exceptional and knowledgeable customer service solutions to all associated entities, executing all coordination of client services, and establishing and maintaining positive relationships with all related entities (potential and ongoing clients and families, referral sources, applicants, internal staff, field employees - caregivers, etc)
Duties & Responsibilities Summary:
Intake Responsibilities :
Serves as the primary responder to all inbound phone calls and is responsible for addressing all needs of each caller and triaging phone calls to the appropriate department in a timely manner if needed.
Assists with providing general and appropriate information to callers regarding Agency. (Directions to office, agency background information, etc).
Serves as a guide and services/resource educator for potential new clients through the intake process.
Responsible for providing all necessary for all inquiries regarding services offered, rates and the intake & matching process.
Obtain and document information about service needed on Intake form/Client Inquiry.
Coordinate the completion of the open visits and initiates the start of service:
Clients upload of information into MatrixCare.
Works with client and caregivers to coordinate initial scheduling needs according to client requests.
For ALTCS clients only, accurate data entry of authorized services and schedule.
Supporting with other resources if Agency not able to provide solution to inquiry needs.
Other Intake duties as assigned by Care Coordination Manager.
Scheduling/Client Services Responsibilities :
Maintains working knowledge of availability of staff to ensure can appropriately match to clients.
Provides continuous follow up with staff to ensure current availability, demographic information, and skills are known, updated and documented in MatrixCare.
Executes all tasks in building client schedule once intake is complete:
Utilizes working knowledge to appropriately match caregivers to clients.
Educates caregiver regarding client, case & care plan.
Maintains HIPAA compliant communication.
Enters schedule and assigns caregivers to accepted schedules.
Provides communication to client/family regarding changes.
Completes Quality Calls for all new caregivers meeting with clients and follow up communication to family.
Client Services
Provide positive support throughout the client relationship with Cypress Home Care Solutions.
Guide through changes in care plan and provide updates to field staff.
Provide ongoing schedule maintenance and staffing
For Private pay clients:
Ongoing communication to ensure schedule is still appropriate to client need and accurate schedule entry and needs are addressed.
For ALTCS clients:
Ongoing authorizations entry and accurate schedule completion.
Update as needed per the authorization of insurance program.
Professionally address concerns & resolve
Serves as guide to client and caregiver through problem-solving process.
Enforces and continually educates staff about company policy.
Responsible for being aware of potential OSHA Compliance and Workers Compensation issues to protect the Agency and all involved parties.
Issues elevated to Care Coordination Manager as needed.
Responsible for organizing and providing ongoing maintenance of the client files.
Maintain positive relationships with associated business entities, healthcare professionals, and other industry partners.
Ensures all necessary information and conversations are documented in MatrixCare the same day.
Maintains positive and professional employment relationship with field and internal staff.
Assists with providing insight about communication with applicants during the pre-hire process.
Provides timecard orientation & ongoing payroll guidance.
Assist with providing caregivers necessary paperwork for completion of timecards and assists with sight auditing timecards to ensure appropriate and pertinent information is present
Responsible for enforcing payroll deadlines.
Ensures compliance with all state and federal regulatory requirements.
Builds professional development with field staff by positive and professional guidance when direction needed.
Understand when disciplinary action concerns need to be elevated to Care Coordination Manager.
On Call Coverage
*This position may require being on call one weekend per month from Friday at 5pm- Monday at 8am. Additional coverage may be required in an emergency situation.
This position may need to perform the duties of a caregiver position in emergency situations.
Other duties as signed by the Care Coordination Manager.
Hospitality/Office Support Responsibilities :
Supports the office staff team in hospitality responsibilities: greeting office guests, maintaining the cleanliness of the work space, and ensure office is opened properly in the morning and closed appropriately at the end of the day.
Provides administrative support for all functions of the Agency including, but not limited to filing, copying, faxing, scanning, etc.
Provide Agency representation at a minimum of 1 community event per year. (I.E. Alzheimer?s Walk)
Assist in representing agency at appreciation events, office and industry events as requested.
Other duties as signed by Care Coordination Manager.
JOB REQUIREMENTS (Experience, Knowledge, Skills & Abilities)
Promote and demonstrate company core values and mission.
Provides excellent and professional customer service skills and a positive attitude.
Demonstrates competency, autonomy, organization, assertiveness, flexibility and cooperation in performing job responsibilities.
Demonstrates strong and professional written and oral communication skills in person, over the phone (verbal and text) and over email.
Establishes productive and detailed organizational skills and habits.
Demonstrates reliability towards their team and a strong commitment to the overall business goals of the Agency.
Technical aptitude to know, learn and master the agency?s software and provide accurate documentation of all tasks.
Ability to multi-task in a potentially fast paced office environment.
Exemplifies high degree of integrity and confidentiality.
Homecare experience preferred, similar experience considered.
Scheduling or office management experience required.
Alzheimer?s and dementia education and training experience preferred.
(3) References with a preference of a minimum of 1 professional reference.
Pre-Employment Drug Screen and Pre-Employment Background Check
Valid Certifications:
Current CPR & First Aid certification and continued renewal during the duration of employment.
*Must have skills done in person for valid submission. Online courses are not accepted unless on-site return demonstration of skills is available.
Negative TB results validating employee is free from symptoms of TB with-in 1 year and renewed annually during the duration of employment.
Valid Fingerprint Clearance Card and continued renewal or application with DPS completed by date of hire.
Valid Drivers? License. *See agency office for non-driver policy.
Current auto insurance maintained during duration of employment and vehicle must be in good working order. *See agency office for more details.
Professional License or additional certifications (If applicable only).
Original I-9 documents verifying identity & eligibility to work in the U.S. will need to be shown within 3 business days of date of hire.
Job Type: Full-time
Required experience:
Private duty non-medical home care: 1 year
Administrative : 1 year
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