Northern Light Home Care and Hospice
Department: Patient Access Management
Position is located: Northern Light Home Care & Hospice So Portland
Work Type: Full Time
Hours Per Week: 40.00
Work Schedule: 8:00 AM to 5:00 PM
Summary:
The Supervisor of Patient Access Management is responsible for the day-to-day operations of clinical support services in a manner that ensures exceptional customer service, maximized staff productivity, and a smooth transition of care. The Supervisor of Patient Access Management is responsible for ensuring that patients are scheduled for visits in accordance with a physician approved plan of care and are evaluated in a time frame that meets state and federal regulations. The incumbent acts as the clinical services liaison for Patient Access Management and functions as an ad hoc member of the Clinical Management Team. The Supervisor of Patient Access Management is responsible for ensuring that systems and processes are in place for receiving and documenting verbal and faxed physicians’ orders and communicating changes in Plan of Care to appropriate staff. The Supervisor of Patient Access Management provides clinical supervision and direction to designated staff, ensuring adequate scheduling coverage for the Agency’s patients. As a member of the Management team the incumbent is responsible for organizational performance improvement activities and education/orientation activities. The incumbent acts as Manager On Call on a rotating basis. Performance reflects the mission and values of Home Care & Hospice.
Responsibilities:
- Establishes and implements standard operating procedures to prioritize service provision in a timely manner.
- Assures team member engagement in critical thinking and follow through with referrals, scheduling, and customer service.
- Holds team accountable for achieving stated expectations, assists w/ care planning, and assures quality patient services.
- Triages phone calls and processes physician orders as appropriate for the level of current licensure/certification.
- Assigns patient visits and updates staff schedules in the EHR as necessary to support patient care needs.
- Utilizes critical thinking and organizing skills to ensure the timely processing of all referrals, patient scheduling, and order and lab result management.
- Collaborates with other members of the management team to implement staff orientation and development programs to ensure competency.
- Promotes continuing education/staff development for department.
- Works with leader to hire staff appropriate to meet department needs.
- Completes and administers employee performance reviews in compliance with established policy and procedures.
- Initiates non-disciplinary and disciplinary activities with employees if indicated.
- Other Duties.
Other Information:
- Valid driver’s license with reliable transportation and agency required auto liability insurance. Must be able to drive within assigned region as directed. Statewide travel may be required.
- Credential not required but if licensed with any clinical licensure, will expect maintenance of current licensure in the State of Maine.
- Licensed as one of the following Registered Nurse, Physical Therapist, Occupational Therapist - Required
Competencies and Skills
- 2+ years of relative work experience required.Two years relevant work experience, preferably in home health care. One year of leadership experience, 6 months of which is in home health care.
- Achieves Results: Sets high standards for their own outcomes and seizes opportunities to engage others towards objectives. Consistently moves forward with direct actions in order to attain or exceed objectives. Manages their own time effectively to accomplish assigned tasks. Successfully prioritizes multiple projects and duties as needed.
- Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
- Electronic medical record software.
- Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
- Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
- Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
- Develops Self and Others:Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.
- Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
- Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
- Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
- Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energizes others to follow. Provides direction and guidance to encourage cooperation between team members in order to attain an objective. Has the ability to appropriately influence others' actions and decisions with and without express authority.
- Human Capital, Supply Chain and Financial Software.
- Ability to understand the language used to precisely describe the human body including its components, processes, conditions affecting it, and procedures performed upon it.
- Word processing, spreadsheets, data entry, database experience and other computer related skills.
- MS Teams
- Multi-line Phone
- OneNote
- Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.
- Promotes Health and Safety: Promotes a healthy and safe environment for patients, employees and visitors. Advocates and models healthy physical and mental health behaviors even in challenging circumstances. Sets high quality standards and strives for continuous improvement and quality assurance by reporting and encouraging others to report near misses and safety issues.
- Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable.
- Resolves Conflict: Promptly acts to find alternatives/solutions when team members disagree. Addresses issues in a direct, honest, and appropriate manner. Handles conflicting interests diplomatically and helps to solve them. Transforms difficult situations into teachable moments using respect and accountability .
- Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration.
- Utilizes Resources Effectively: Understands how to get the most out of available resources and uses cost-benefit thinking in decision-making and in setting priorities. Monitors and analyzes resource usage to identify and eliminate areas of waste and maximize resources. As a leader, defines targets and provides appropriate means; oversees progress and makes adjustments when necessary. Appropriately delegates work, sets clear direction and manages workflow and time.
- Zoom
Education
- Required Bachelor's Degree
Required Experience
- 2 year/years of Relevant Work Experience
Working Conditions
- Potential exposure to abusive and/or aggressive people.
- Potential exposure to diseases or infections.
- Potential exposure to hazardous materials.
- Work with computers, typing, reading or writing.
- Work beyond the regularly scheduled hours.
- Alternate shift schedules (day, evening, nights, weekends).
- Prolonged periods of standing.
- Prolonged periods of walking.
- Prolonged periods of sitting.
- Lifting, moving and loading less than 20 pounds.
- Lifting, moving and loading 20 to 30 pounds.