Home Care Referral Specialist - NeighborHealth Corporation

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Position Summary:

The PACE Homecare Specialist will be responsible for all Home care referrals related to in home services provided to PACE participants. This role requires a strong attention to detail and organizational skills as well as strong customer service skills. The Home Care Specialist will be responsible for all direct communication between contracted agencies and the PACE Home care department. Referral’s Specialist will be responsible to communicate effectively with staff, participants, families, and contractors; as well as independently problem-solve with participants, families, and staff in accordance with job role/scope of practice. Seeks input from supervisory staff as appropriate to resolve scheduling issues and conflicts. Work effectively under time –limited circumstance and with minimal supervision.

Home Care duties:

• Demonstrates Competency in the follow areas:
• Schedule In Home services for N PACE Participants as established and requested by clinical staff of N PACE. 
• Coordinates referrals N PACE participants and completes all aspects for referral process.
• Coordinates all contracted in home services with preferred vendors and N PACE Staff. Reviews participant list and visits on a weekly basis for accuracy, makes changes as needed and updates schedules and clients.
• Notifies Home Care Management on a weekly basis that the lists have been received and reviewed.
• Coordinates notification of participants with changes with vendors. Documents notification in telephone encounters in the EMR.
• Responsible for EPIC scheduling of all visits and documentation of all changes
• Communicate with outside vendors as well as internal staff to resolve any outstanding issues in a timely manner. 
• Serve as back up to PACE Schedulers for vacation and sick call coverage.
• Assist Home Care Management with system development and projects.
• Other duties as requested by Homecare Leadership
• DME and Nursing Supply Ordering         
•  Acts as additional back-up support to the nursing and rehab department for the following:
• Monitoring of EPIC supply order reports for both the nursing and rehab departments including, but not limited to;
• Placement of orders timely with the most cost-effective option: Bed orders/deliveries, DME Equipment, Service Call, Nursing supply orders
• On an as needed basis, will work with both nursing and rehab management to identify any issues with order placement so that they can problem solve with their teams in real time

PACE AND GENERAL REQUIREMENTS: KNOWLEDGE, SKILLS & ATTITUDES

(This section is not applicable to initial assessment; all ESP employees and contractors attain these competencies through participation in PACE and JACHO orientation programs)

Demonstrates commitment to PACE mission by actively promoting the autonomy and dignity of PACE program participants.

Demonstrates commitment to a holistic approach to care by actively engaging in interdisciplinary team planning and communication processes.

Demonstrates commitment to participant-centered care by actively engaging participants and/or Health Care Proxies in discussion about self-management goals.

Understands the PACE organizational structure. Actively participates in EBNHC programs and committees.

Demonstrates the ability to communicate effectively and respectfully through verbal and written skills. Documents in accordance with protocol.

Demonstrates knowledge of Participant Rights by

• actively protecting rights to privacy;
• always treating participants with respect;
• encouraging and assisting participants in filing of complaints and grievances
• helping to maintain and clean and safe environment;
• helping to ensure that restraint and involuntary seclusion are never used as a means of coercion, discipline, punishment, retaliation, or for the convenience of staff and those restraints, when required by extraordinary circumstance, are always applied and monitored in accordance with policy/procedure.

Demonstrates adherence to health and safety codes and concerns by:

• Effectively participating in fire and disaster drills;
• Utilizing proper technique for disposal of biohazard and other waste;
• Immediately cleaning spills, clearing blocked pathways, securing equipment, removing damaged equipment, and otherwise addressing hazards;
• Reporting observations of damaged equipment or environmental hazards to supervisor or Center Director.

All PACE employees participate in the orientation, training, and mentoring of new employees and in providing input for continuous improvement.

Displays outstanding customer service skills when interacting with PACE participants, family members, outside providers, potential PACE members, referral sources or others.

Interacts with participants in a professional and respectful manner, which reflects the needs and concerns of the individual. Maintains a positive attitude. Uses communication devices appropriately. 

Demonstrates commitment to performance improvement by reporting incidents and other data used in ESP Performance Improvement activities, and by actively participating in one or more performance improvement committees or making a minimum of two suggestions for program or other improvements over the course of the year.

Responsible for continued professional growth and development.  

Other Duties & Responsibilities

Organizational Competencies

Reads, understands and complies with all Standards of Conduct, JCAHO policies, CMS Pace Program Regulations and Standards, applicable State regulations and guidelines, ESP policies and procedures and all laws related to position responsibilities and employment at EBNHC;

Adheres to EBNHC standards of Employee Conduct and all related policies and procedures by:

• Demonstrating excellent customer service;
• Showing respect to other employees;
• Adhering to standards of cultural competency and non-discrimination;
• Adhering to standards of privacy;

Adhering to attendance and other policies and utilizing appropriate notification and other procedures.

Upholds procedures and systems to safeguard the confidentiality of all patient and employee information. 

Upholds safety policies, practices, and procedures including safety, fire safety, electrical safety, proper body mechanics and material handling, office/ergonomic safety and other employee safety measures.

Attends PACE and other required training annually.