Supervises employees of the Intake and Patient Care Coordinators Department. Maintains and establishes positive relations with customers and referral sources.
Duties and Responsibilities
Essential Functions:
Related to Patient Care* Ensures excellent customer service to internal and external customers.* Supervises all daily patient referral and intake operations as well as providing assistance in establishment of department procedures and polices.* Manages market-wide intake functions to ensure intake team responds promptly to all incoming calls, emails and facsimile communications from referral or potential customer sources. Establishes telephone ques in departments to enhance patient response and care delivery. Reports out weekly on wait times.* Ensures that all work ques are processed timely within the services provided by Wellspan VNA Home Care. * Ensures positive working relationships with referral sources. Meets with Case Management & Preferred Providers as needed. Oversees Patient Care Coordinators in daily work flows. * Ensures compliance with all State, Federal and Joint Commission referral/intake regulatory requirements.* Directs the implementation of improved work methods and procedures to ensure patient referrals are processed and admitted in accordance with organization policy. * Reviews dashboards for daily episodes to ensure budget is met. Reports on conversion rates by reviewing referrals not admitted for service.* Provides assistance and information in transition of patients from inpatient facilities to home health and/or community services.* Gathers, collates and reports referral statistics, including key customer referral trends.* Works with VNA Leadership to assure intake process supports and is appropriately integrated into the organization’s operations.
Related to Staff* Participates in the orientation of new staff and provides ongoing supervision to all clinicians and clerical staff for whom responsible.* Assists with written performance appraisals for clinical intake and patient care coordinators. * Assists in development of individual staff development plans, identifying individual areas of interest and skills needed to assure the competency level required for a well-prepared home care staff.* Promotes open and effective communication between the intake & scheduling team and VNA Leadership.* Provides positive supervision to the intake, scheduling, and patient care coordinators and demonstrates support of the organization in all contacts with agency and system employees.
Related to Corporate Management* Through requests received, identifies unmet program or service needs and relates this to Nursing Operations Director.* Maintains electronic records and statistics which include the source and distribution of referrals.* Adheres to the policies and procedures of the organization.* Provides input in the development of policies and procedures through appropriate administrative channels.* Participates in educational activities which include scheduled staff development and orientation programs.* Functions in a cost effective manner in regard to utilization of time, supplies, etc.* Performs related functions that promote positive community relations and assists in the smooth operation of the intake department.* Corresponds with community contacts to promote the VNA and addresses any problems real or perceived from all referral sources.* Completes evaluations for 90 day and merit raises.* Supports Just Culture Model
Related to Community * Maintains current knowledge of third party reimbursement.* Interprets corporate policy and services to callers.* Elicits feedback from patients, families and referral sources regarding the quality of services provided.* Consistently promotes a positive corporate image to callers and a desire to meet their needs.
Common Expectations:
Maintains established policies and procedure, objectives, quality assessment, safety, environmental and infection control standards.
Maintains confidentiality of patient and organizational information.
Demonstrates a commitment to patient, visitor and staff by: complying with all applicable safety regulations; learning the impact of medical errors and methodology that will lead to reduction of errors; reporting actual and potential errors, as well as hazardous conditions; identifying opportunities to standardize processes and “error proof” systems that will lead to increased safety; and participating in safety education programs and root cause analysis as required.
Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovations.
Required for All Jobs:
Performs other related duties as identified.
WellSpan Health has adopted and implemented a compliance program to support WellSpan’s values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.
WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Physical Demands:
Standing – Occasionally
Walking – Occasionally
Sitting – Frequently
Reaching – Rarely
Talking – Frequently
Hearing – Frequently
Repetitive Motions – Occasionally
Eye/Hand/Foot Coordination – Occasionally
Qualifications
Minimum Education:
Bachelors Degree Required
Work Experience:
3 years Experience in a home health environment. Required and
Experience working in a clinical healthcare environment (e.g., Home Health, Nursing, etc.) Required
Licenses:
Licensed Registered Nurse Upon Hire Required or
Registered Nurse Multi State License Upon Hire Required or
Licensed Physical Therapist Upon Hire Required or
Licensed Occupational Therapist Upon Hire Required
Knowledge, Skills, and Abilities:
Demonstrated knowledge in clinical operations.
Ability to exercise leadership as well as to work in a collaborative team relationship with professionals.
Ability to accept and utilize administrative direction and consultation.
Ability to communicate effectively both oral and written.
Possesses good conceptual skills.
Ability to use the problem-solving approach in assessing, analyzing and planning.
Ability and desire to develop professionally and to mentor others.
Ability to use lean process improvement to implement and evaluate system changes.
Strong Computer knowledge base with emphasis in Microsoft Office.