Service Coordination Manager

Overview Family First Homecare provides exceptional homecare services to children with life-long health conditions. We live by our values of telling the truth, owning the details, and raising the bar, working hard to make your job an experience that you enjoy every day. Family First supports you to do your best work and provide exceptional one-on-one care to patients in their homes. The Service Coordination Manager (SCM) is responsible for building and filling shift schedules while ensuring that the nurse’s skillset matches the clinical needs of the patient. The SCM facilitates communication between the branch office, the patients and families, and the caregivers (RN, LPN/LVN, HHA, CNA, etc.). The SCM conducts home visits to understand the environment and personalities of patients/families and uses that information to match the family and caregiver as closely as possible. The SCM interviews candidates, supports hiring, onboarding and orientation, ensures accurate recording of time worked and attendance of field staff, and completes documentation to obtain authorizations from insurance companies. The SCM builds strategic relationships with Payroll, Finance, Human Resources, FFHC leadership, clients and nursing staff that we serve. Family First Homecare team members represent the organization in a competent, professional and responsive manner while maintaining high-quality patient care and customer service in accordance with all state, local and federal requirements, rules and regulations. Key Responsibilities Maintains a current patient roster or “casebook” with all pertinent staffing information and monitors schedule changes. Conducts home visits to assess the environment and personalities of clients/families and matches them with a caregiver. Performs telephone screens and face-to-face interviews with potential field clinician team members. Maintains recruitment tracking systems. Prepares schedules in accordance with local, state or federal requirements and the certification period for clients and field staff, providing copies for distribution as needed. Assists in coordinating services provided to patients. Controls and monitors schedule changes. Calls nurses daily from roster to fill open schedules. Verifies compliance of completed shifts and visits, notes charges, and promptly notifies the supervisor of scheduling issues. Assists in taking patient referrals. Manages established key performance indicators to enhance operational efficiency and drive growth within the business unit. Responsible for ensuring field nurse hours are accurately recorded for payroll. Conducts weekly client calls to keep families informed about schedule updates, gaps, or changes. Imports authorizations from the RCM into the EMR system (Kantime). Evaluates nearing ends of patient authorization periods to complete company authorization request forms and submit to RCM for formal authorization. Reviews nurse and patient records to ensure all documentation is complete according to QAPI audit guidelines. Attends and/or completes all mandatory training/in-services as assigned and adheres to company compliance and ethics expectations. Performs other related duties as assigned. Qualifications Education & Experience Required: High School Diploma or equivalent 6 months or more of customer service experience Clear background screening Valid Driver’s License with Proof of Insurance Knowledge of Microsoft Office products The ability to read and communicate effectively in English, both verbally and in writing State Specific Requirements: Florida, Illinois: N/A; Iowa: N/A; Pennsylvania: Background Screening (Child Abuse and FBI check) and TB screening with 2-step PPD (or 1-step PPD with proof of 2-step within the last year); South Dakota: N/A; Texas: N/A Preferred: Associates degree Healthcare experience, especially in home care Experience organizing and managing office files, logbooks, and staff schedules Ability to manage high volume of calls with appropriate etiquette Ability to manage multiple projects and initiatives with timely completion Working Conditions & Benefits Position is primarily in an office setting with travel by car or plane for meetings or seminars as needed. It may involve some filing and lifting of office records. Core business hours are typically 8:00 am to 5:00 pm, Monday through Friday, with some flexibility. Pay Philosophy: Salary range determined by factors including skills, experience, education, certifications and location. Salary ranges reflect market value and provide growth opportunities. Benefits include private health care plans (medical, dental, vision, HSA with employer matching), voluntary benefits (accident, critical illness, hospital insurance, life/short-term disability), 401(k) with company matching, PTO, paid holidays, employee assistance program, direct weekly pay, myFlexPay payroll card, professional development, promotions opportunities, and employee referral bonuses (eligibility applies). Note: This description is an overview of duties and responsibilities and is not intended to cover every assignment. Family First Homecare is an equal opportunity employer. We will not discriminate on the basis of race, national origin, sex, sexual orientation, gender identity or expression, religion, age, disability, veteran status, pregnancy, genetic information or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, and training. Why Family First? We emphasize nurses as the core of our service, offering flexible schedules, training, nurse-patient matchmaking, career growth, and 1:1 nurse-to-patient care. Training opportunities include patient-specific training and a Preceptor Program. Core values include teamwork, integrity and commitment to quality care. #J-18808-Ljbffr