Home Care: Client Services Manager

POSITION SUMMARY: This position is responsible for the management of services to support Agency operations in the areas of payroll and billing processes, customer support, personnel file maintenance, medical records and data entry. This position is responsible for marketing and business growth. This position transmits information to staff and office personnel to facilitate daily office activities and ensure that sensitive company information is appropriately handled. This position is often the first contact the company has with the public and must maintain confidentiality of business, patient and employee matters.

Note: Depending on the size of the Agency location, the CSM's responsibilities will differ.

ESSENTIAL FUNCTIONS:

Payroll: The Service Manager or designee assigned to these tasks is responsible for the payroll processes, also provides backup to the processes as designated by supervisor.

1. Collects and monitors payroll sheets from staff weekly.

2. Ensures that visits made match payroll sheet.

3. Reviews payroll documents for accuracy, ensuring all essential information is present.

4. Ensures that paychecks are timely and accurate.

5. Maintains PTO time and updates to supervisor.

6. Assures appropriate management approval for all payroll sheets and other payroll processes.

7. Generates reports to assist operational management such as productivity and retention reports.

8. Investigates payroll errors, processes correction as directed by their supervisor.

9. Assures appropriate approvals for payroll changes.

Billing: The Service Manager or designee assigned to these tasks is responsible for the accurate and timely preparation and validation of bills for all payers.

1. Performs pre-billing audit with designated clinical staff prior to release of billing. Processes corrections as appropriate.

2. Processes corrections per billing department guidelines.

3. Provides all data necessary to process and collect cash.

4. Maintains logs for claims processing and ADR tracking in a timely manner.

5. Reviews and monitors accounts receivable under direction of Branch Director.

6. Processes reports daily and weekly as required.

Personnel File Maintenance: The Service Manager or designee is responsible for maintenance of personnel files, auditing of file accuracy and reporting to appropriate manager of incomplete outdated or inaccurate employee information. This position is also responsible for medical supply, maintenance and system.

1. Maintains and audits employee personnel files according to federal and state regulations and company standards.

2. Ensures that confidentiality of personnel records and files are maintained at all times.

3. Tracks all employee documents (dated) to assure that the most current information is filed in the employee's personnel file, notifies Manager/Supervisor of outdated or missing information.

4. Informs employee and notifies managers thirty (30) days in advance of an expiration date of required information.

5. Files and maintains all employee documents in personnel files in an organized and timely manner.

6. Track attendance at mandatory in-services and meetings and alerts manager to non-compliance.

7. Distributes, collects and processes annual human resource required documentation.

8. Maintains updated employee phone and licensure list.

9. As appropriate, issues and tracks supplies and equipment assigned to appropriate staff as directed by the Manager/Supervisor and retrieves from inactive or terminated employees.

10. Monitors contracted individual/organization files to ensure receipt of all required documentation in compliance with contract for services.

11. Verifies licensure status and federal sanction status of clinicians, initially and on an ongoing basis, as licenses are due for renewal.

Medical Supply Management: The Service Manager or designee is responsible for the overall management of medical supplies including inventory, tracking, distributing, auditing for usage, billing and physician orders.

1. Performs medical supply management, inventory, ordering and reconciliation to assure appropriate medical supplies are available in coordination with the Clinical Manager/Supervisor.

2. Controls supplies issued to physician orders.

3. Monitors supplies issued to patients billed contacts clinicians for deviations, alerts management.

4. Reconciles invoices with ordered supplies and packing lists before processing for payment.

5. Monitors receipt of back-ordered supplies.

6. Alerts Clinical Manager/Supervisor for unusual quantities or products requested.

7. Runs appropriate reports on medical supply use for management.

8. Process "car stock" orders, tracks appropriate billing of supplies, alerts management to deviations.

9. Issues, tracks and retrieves clinical supplies on loan to clinicians, such as computers, beepers, sphygmomanometers, nursing bags, etc.

Customer Support Process: The Service Manager or designee is responsible to answer the Agency's phone lines in a courteous and helpful manner, as well as provide clerical support to the administrative staff. Responsible for incoming and outgoing mail and providing backup to other processes as designated by the supervisor.

1. Acts for the office as assigned within scope of authority by initiating and answering correspondence, answering questions and responding to inquiries when appropriate; interacting with various contacts of the Agency administrative staff in their absence.

2. Promotes the Agency via interface with Agency staff, patients and the public via the telephone to support ongoing business activities, exchange inter-company information and direct callers to the most appropriate person.

3. Processes all incoming and outgoing mail and faxes for the office by sorting and prioritizing for review and distributing; redirecting correspondence to the appropriate office for action; following up, if needed.

4. Performs general clerical duties, including but not limited to, maintaining records, files and other items as assigned.

5. Accurately types/word processes all correspondence, letters, memos, reports, forms and other materials as assigned.

6. Provides backup assistance to other associates upon completion of duties or as assigned by Administrator or designee.

7. Performs office supply inventory management. Orders appropriate levels of office supplies, processes invoices and tracks usage.

Medical Records: The Service Manager or designee maintains all active client records and files clinical and other incoming documentation. Maintains a control procedure for all active and inactive files, retrieves records upon request and breaks down records upon discharge. Communicates identified discrepancies or problems. Prepares documents in response to requests for information and record subpoenas. May perform general clerical functions to facilitate home health operations. Provides backup to other processes as designated by supervisor. Audits records to assist management in maintaining compliance and integrity of information.

1. Maintains all active client records, filing clinical and other incoming documentation in a timely and efficient manner for review and assessment by Agency professional staff.

2. Maintains a control procedure for all active and inactive files, staying apprised of their location at all times.

3. Retrieves records upon request and breaks down records upon discharge. Appraises supervisor/manager of identified discrepancies or problems.

4. Assembles admission (SOC), re-certification and discharge packets as assigned.

5. Logs, tracks and mails or transmits physician's orders and follows-up to assure documents are returned in a timely fashion. Communicates with Data Entry for returned orders and Clinical Manager/Supervisor for non-returned.

6. Maintains confidentiality and integrity of the medical record.

7. Performs forms inventory management and ordering of medical record forms to assure their availability for clinical staff. Maintains appropriate levels.

8. Audits medical records for compliance with regulatory requirements and Agency standards, minimally at SOC and discharge and more frequently as needed.

9. Assists with data extraction and retrieval for Performance Improvement activities.

10. Copies and mails records as directed by management for response to Fiscal Intermediary Community Agencies, lawyers, etc. Tracks requests and responses.

11. Monitors, logs and releases confidential patient information to authorized entities, as directed by senior leadership.

12. Maintains process and log of medical record storage and retrieval as needed.

Scheduling Management: The Service Manager or designee, under the direction of the clinical manager/supervisor is responsible for scheduling patient visits according to physician orders, validating caregiver visits against schedules and alerting the manager of deviations from orders. The designee is also responsible for verifying patient insurance coverage and running management reports.

1. Schedules patient/client visits based on physician orders and the clinical manager/Supervisor's direction.

2. Monitors completed visits to the schedule and alerts Manager to deviations.

3. Monitors productivity and alerts Manager to "out of standard" productivity. Adjusts schedules to maintain standards per the clinical manager/supervisor's direction.

4. Tracks authorizations, physician orders, supervisory visits, case conferences and notifies the Manager of activities that require management direction.

5. Maintains employee absenteeism logs, alerts manager and makes schedule changes as directed.

6. Monitors employee "hours worked" to control overtime. Receives the clinical manager/supervisor's approval for all scheduled overtime.

7. Performs accurate data entry of visits and supplies into the billing system in a timely manner. Runs reports and validates accuracy, as appropriate.

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies:

• Technical Skills - Individual must demonstrate current and ongoing competence in tasks assigned which indicates a specialized skill in this area above and beyond the average.

• Communication - Demonstrates an ability to effectively and regularly transfer information to necessary parties to improve the quality of her work and to provide her supervisor with actionable, accurate data.

• Initiative - Is self-motivated and personally competitive. Wants to achieve for the good of the Company and her team. Seeks additional work when they have capacity. Demonstrates an ability and desire to bring new ideas and solutions to their supervisor on an ongoing basis.

• Flexibility - The ability to quickly adapt to changing conditions. The ability to navigate obstacles with ease and professionalism.

• Interpersonal Skills - Focuses on solving conflict, not blaming; listens to others without interrupting; keeps emotions under control; remains open to ideas and tries new things

• Teamwork - Balances team and individual responsibilities; encourages others and asks for help when needed. Exhibits patience and compassion.

• Professionalism - Ensures product is delivered on time and is of the highest quality. Assumes responsibility for mistakes. Presents themselves in a manner which enhances the brand image. Understands that no information is truly private and conducts online or social networking activities accordingly.

• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds the Company's Guiding Principles:

o People First, Always

o We Exist to Serve our Members

o We Have a Responsibility to be Full

Physical Demands, Work Environment, and Expected Hours of Work: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• This position is often required to read, write, stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, balance, stoop, kneel, crouch, talk and/or hear.

• An individual in this position will be required to lift or carry weight up to 25 lbs.

• May be exposed to minimal to moderate noise.

• May be required to work extended periods of time at a computer terminal.

• May encounter difficult situations, including contact with mentally ill and deceased residents.

TRAVEL: Local and out of state travel, including overnight stays, may be required from time to time to attend conferences, training, meetings, and professional development programs.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• College Degree Preferred

One (1) year data entry, computer-related experience, or clerical and systems experience, preferably in a healthcare environment.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Ability to work in a fast-paced environment and to prioritize, organize and manage multiple priorities.

• Proficient in Microsoft Office suite and the ability to quickly master new software applications.

• Strong customer orientation to older adults.