Address
Form of workWorking title: Administrative Services Coordinator
Division: Hospice and Home Care
Program: Hospice
Reports to: Home Care and Hospice Coordinator
FLSA status: Non-Exempt; Full-time
Schedule: Monday-Friday; 8am-5pm
Wage Range: $18.29 to $22.36 hourly; depending on number of years of transferrable experience and internal equity
RiverStone Health:Serving the Yellowstone County community and south-central Montana for nearly 50 years, RiverStone Health is an essential provider of personal and public health services. Health, Education, Leadership and Protection – HELP is what we do. From medical, dental and behavioral healthcare; home care and hospice; public health services like immunizations, WIC, health promotion and restaurant inspections; and educating the next generation of health professionals, our expertise spans all ages and stages of life. Underlying principles of access, affordability, compassion and quality in all interactions, RiverStone Health improves life, health and safety for all of the communities we serve.
Foremost, we are committed to the values of Justice, Equity, Diversity and Inclusion (JEDI) by cultivating an environment that protects and acknowledges the unique identities within our diverse community.
Hospice Services Program Overview:The RiverStone Health Hospice Services Program cares for terminally ill patients who want to receive comfort-oriented care rather than continue to seek a cure. Hospice care emphasizes quality of life. Care and grief support services are provided wherever home is. Most hospice patients receive care in their home, or the home of a relative or friend. Hospice care can also be provided in nursing homes or other facilities. Working together with patients and families, our team of hospice professionals and volunteers help relieve physical symptoms and decrease psychological, social, emotional, or spiritual distress of patients and their caregivers. Our 24 hour on-call nursing services are available to meet urgent needs.
Job Summary:The Administrative Services Coordinator coordinates patient referrals, intakes, and discharges for an assigned program; schedules and makes home/facility visits to provide information about hospice services in homes and facilities.
Essential Functions/Major Duties and Responsibilities:A. Administrative Service Coordinator 95%
- Initiate phone calls and follow-up on pending referrals, including interactions with hospital /facility discharge planners, physician offices and patients/families.
- Enter referrals/inquires in computer system at time of initial call, make contact within hour and pursue alternate routes to make contact timely.
- Discuss inquires/ referrals and clinical findings with supervisor.
- Determine the patient’s and each family member’s needs and match with program benefit.
- Initiate call to insurance to determine patient’s hospice benefits.
- Determines Medicare and Medicaid coverage and verifies Medicare/Medicaid coverage
- Explain the program’s philosophy with sensitivity and tact with potential patients, family members, and referral sources.
- Timely (<90 minutes) visits with explanation of services and signing paperwork during the initial visit at least 85% of time.
- Explanation of payment and filling out financial forms when appropriate deferring complicated questions to billing department.
- Obtain information and prognosis certification from medical providers.
- Enter patient and family information, and record patient progress from referral to admission and team visit compliance in computer system.
- Make appropriate referrals, schedule, and track initial visits with a nurse and social worker within the program to achieve assessment visits within same day or next day for nursing and 48 hours for social work.
- Track discharged patients’ needs and status.
- Enter bereavement information into bereavement module.
- Track own conversion rate from referral to admission and report to supervisor.
- Initiate patient chart orders in computer system.
- Input data and prepare routine reports or special reports as requested.
Keep immediate supervisor and designated others fully and accurately informed concerning schedule and work progress, including present and potential work problems and suggestions for new or improved ways of addressing such problems.
Attend meetings, conferences, workshops and training sessions and reviews publications and audio-visual materials to become and remain current on the principles, practices, and new developments in assigned work areas.
Respond to citizens’ questions and comments in a courteous and timely manner.
Communicate and coordinate regularly with appropriate others to maximize the effectiveness and efficiency of interdepartmental operations and activities.
Perform other directly related duties consistent with the role and job description including covering the Administrative Assistant position part time or as needed.
Prepares & completes IDT and helps ensure compliance on a weekly basis.
Perform other duties as assigned in support of RiverStone Health’s mission and goals.
Minimum Qualifications:
High School Diploma or GED and
A minimum of two (2) years of database, data entry and Microsoft Office product experience.
Any combination of experience and training which provides the equivalent scope of knowledge, skills, and abilities necessary to perform the work.
Preferred Qualifications:
Medical terminology training or experience
Experience working with underserved population.
Experience working in a customer service environment.
N/A
- Ability to maintain a calm and positive demeanor during difficult client interactions.
Ability to display non-judgmental and empathetic listening skills.
High degree of detail-oriented skill level.
Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality.
Ability to educate volunteers and show through example, the significance and meaning of working collaboratively to maintain a positive work environment.
Ability to prioritize and perform a wide range of tasks under pressure of continuous interruptions.
Ability to perform job duties with integrity and innovation to ensure completion and a high level of quality.
Ability to understand and adhere to required administrative policies and procedures.
Excellent communication skills to ensure efficiencies and quality customer service.
- Provide Customer Service Excellence to RiverStone Health’s customers, including patients, clients, family members, visitors, medical staff, and co-workers
Doing things right the first time
Making people feel welcome
Showing respect for each customer
Anticipating customer needs and concerns
Keeping customers informed
Helping and going the extra mile
Responding quickly
Protecting privacy and confidentiality
Demonstrating proper telephone etiquette
Taking responsibility for handling complaints
Being professional
Taking ownership of your attitude toward Service Excellence
N/A
Physical Demands and Working Conditions:Work is performed in an office setting primarily;
Able to travel to outside facilities to meet with referral agencies if needed.
Create and maintain a safe/secure working environment by adhering to safety, security, and health requirements. Integrate injury, illness, and loss prevention into job activities by attending any necessary training and implementing best practices.
Work is structured by public health regulations and established medical practices.
Decisions directly affect the quality of services provided to the public.
The work is performed under the supervision and direction of the Senior Director, and considerable leeway is granted for the exercise of independent judgment and initiative.
- Daily written and verbal communication with patients, clients, volunteers and RiverStone Health staff.
Work directly with other team members to provide quality customer service for patients and customers.
The position is responsible for managing resources including time, volunteers, and other resources necessary to deliver services. Decisions made by the position directly affect efficiency and cost of services.
