Call Center / Scheduling Specialist (Home Health, Full-Time + OT Scheduler)

Home Care Network, Inc

Jackson Township, OH, USA

Published: 6/14/2022

Manufacturing

Full Time

Job Description

Home Care Network, Inc. (HCN) is a nurse-owned and locally led home health agency, which means our patients' care and wellbeing - not profits - come first. For our employees - it also means that our agency is an environment that nurses and caregivers thrive in, allowing us to handpick the best care team members to be your peers and delight our clients. Together, we can empower those in need with the independence they deserve - while you make a difference with an agency where you matter.

HCN is seeking a professional, accountable, and personable Call Center & Scheduling Specialist (Home Health Scheduler) to join our well-established and growing home health agency. This role is based in our Jackson, Ohio office, which is one of several offices supporting our clients and field staff across Ohio and Indiana.

SUMMARY & HIGHLIGHTS

Job Title: Call Center & Scheduling Specialist (Home Health Agency Scheduler)

Job Type: Full-time, Hourly

Expected Schedule & Hours:

40 per week (paid; in-office): Monday - Friday, typically 8am - 5pm (can be slightly altered if necessary) + 1-hr Lunch Break
On-call duties (paid; remote): Phone/Message monitorization outside of standard business hours, rotating other Schedulers.

Primary Work Location: In person / Onsite

This role requires a consistent ability and willingness to work in - and travel to/from - our HCN Administrative Office (731 E. Main Street, Jackson, OH 45621).
On-call shifts occur remotely.

Pay: $14.00 - $15.50 per hour

Experience Highlights (See list of ALL Qualification Requirements at end of job ad):

Appointment / Scheduling activities + software: 1 year (Required)
Customer support: 1 year (Required)
Microsoft Office software (Word, Excel, Outlook): 3 years (Required)
Schedule management: 1 year (Preferred)
Microsoft Teams: 2 years (Preferred)

Education:

High school or equivalent (Required)
Associate or bachelor's degree, or 2+ years in home health / medical Call Center / Scheduling role (Desirable)

Benefits:

Flexible schedule including occasional flex-time
Paid time off
Occasional "work from home" days (requires advance approval from management)
Qualifying Health Coverage Plans (Individual + Dependent(s)/Family)
Dental & Vision Coverage Plans (Individual + Dependent(s)/Family)
Voluntary Basic Life / AD&D Insurance (Individual + Spouse)
Voluntary Short-Term Disability Insurance (Individual + Family)
"Member Perks" corporate discount rates on various personal expenses
Paid Orientation and recurring on-the-job training
Professional development assistance + "promoted from within" preference
Generous, unlimited Employee Referral bonuses

JOB DESCRIPTION

With impeccable accuracy, speed, and professionalism, Home Care Network's Call Center & Scheduling Specialists perform critical, time-sensitive activities to coordinate and align service schedules between clients and their caregivers and nurses (our employees). Additional work is largely focused on executing various administrative / clerical duties associated with employee and patient onboarding and compliance, as well as communication, engagement, retention, and satisfaction of our employees, patients, payors, and strategic partners.

Typical work includes:

Accurately maintaining schedules for requested client services, monitoring scheduled visits for all patients/employees in their business units of responsibilities.
Providing direction to field staff and communicates with nurse case managers as needed to ensure that safe, effective coverage of client requests and care needs are maintained by field staff in accordance with each client's physician orders.
Verifying employee payments aligned with services and schedules.
Participation in determining hiring needs (where staff is needed to support current and existing clients) and opportunities to add new clients (where staff seek more patients / service hours), with our Client/Candidate Intake team.
Executing clerical tasks associated with patient onboarding and compliance, physician orders and care plans, and patient certification/authorization prior to their appointments, including but not limited to: communicating with physicians, faxing service/care orders, communicating with clients and staff via email, mail, phone, and text.
Clerical tasks related to client coordination, including but not limited to: communicating with physicians, faxing service/care orders, communicating with clients and staff via email, mail, phone, and text.
Delivering and ensuring client and employee satisfaction, and easy, smart operations with payors and partners.
Supporting company-wide growth initiatives and strategic goals.

Essential Functions:

Perform daily essential functions for assigned sites.
Coordinate with Intake and Recruiting teams on staffing needs.
Coordinate with Quality Assurance and other teams to support and execute communications with physicians, clients, service administrators, payers, and employees.
Rotates on-call duties after hours with other Schedulers.
Accept and coordinate coverage of call-offs for scheduled shifts.
Fill open shifts for assigned sites.
Review payroll reports for accuracy between reported hours and services delivered, and update/correct as needed.
Updating scheduling software with shift change information; monitoring to ensure accurate reflections of field staff coverage.
Notify site clinical staff of all schedule changes via email distribution list.
Notify Case Managers of missed visits.
Generate required reports.
Generate monthly schedules.
Assist with billing and posting payments.
Maintain confidentiality in all aspects of the job.
Participate in special projects and initiatives as directed.
Performs other related office duties and responsibilities as deemed necessary, including but not limited to: Filing, faxing, copying, answering phones, document scanning/saving and transposing, data management and maintenance within software systems, and maintenance of office inventory and equipment.

This role works alongside other Schedulers, our Customer Service, Scheduling, and Quality Assurance teams, and with members across all business units to support clerical, scheduling, HR, and communication activities that are essential to our clients, employees, provider partners, and the agency's overall business operations.

As a critical position in our agency's growth and operations, the right individual must possess:

a strong professional acumen
excellent attention to detail
an organized, on-time delivery of accurate work
the ability to think quickly and independently solve problems in real-time
a passion for "fitting unique pieces together" - to identify and build schedules that match both client needs and employee availabilities
exceptional customer service skills
effectively drive outcomes and deliver positive solutions through insightful client, candidate, and business partner interactions

In support of this, every Call Center & Scheduling Specialist receives extensive on-the-job training to ensure her/his understanding of our processes and tools, and in turn - will have the opportunity to develop more efficient, effective, and profitable operations. For high performers, opportunities for advancement and building a lasting career with our agency are abundant, including Management, are available and encouraged.

Reports to: Call Center & Scheduling Manager / Director of Operations

QUALIFICATIONS

Required:

High School diploma.
Strong interpersonal communication skills (verbal, written, and in-person, phone, and written), including customer service and professional/executive communication.
- Must have a positive, professional attitude toward all clients and employees and an innate desire to solve problems with ease.
Strong attendance and dependability track record with previous employers / rarely call off of work.
Strong documentation, problem-solving and coordination skills.
Ability to generate, evaluate and interpret data and formulate plans for corrective action / solutions identified.
Proven ability to manage work to meet daily, weekly and monthly deadlines. Ability to succeed in a fast-paced environment requiring agility and flexibility in how work is approached, solved, and covered for teammates when necessary. Demonstrates ability to manage several functions simultaneously.
Track record of successfully managing short and long-term projects simultaneously.
Effective written/oral communication skills.
Modern computer/laptop equipment, phone system and electronic device technology experience.
Minimum of 3 years paid experience using:
- Microsoft Office systems (incl. Word, Excel, and Outlook)
  - MS PowerPoint and Teams is a plus!
- Google/Chrome and similar internet browsers
- Appointment/Scheduling software (within Home Health setting is highly desirable)
Demonstrates ability to function with little supervision and make appropriate judgments.
Demonstrates dependability, tact, confidentiality/discretion, and ability to follow orders.
Ability to work in a team environment.
Successful state and federal background check and pre-employment drug test are required.

Preferred / Desired:

1+ year Staffing / Scheduling experience highly preferred; within Home Health is a major advantage.
- Other experience in home health, medical, clinical or equivalent settings is highly desired.
Familiarity with HIPAA regulations and knowledge of medical terminology and/or general medical background highly desired.
5+ years of paid experience using:
- Microsoft Office systems (incl. Word, Excel, and Outlook)
  - 2+ years MS PowerPoint and Teams is a plus!
- Google/Chrome and similar internet browsers
- Appointment/Scheduling software (within Home Health setting is highly desirable)
Scheduling Management (people, process, or both) is a major plus.
Experience working in/with EMR/EHR (or ERP equivalent) and project management software is highly desirable.
Familiarity and recurring use of ChatGPT and/or other AI-powered tools is a major plus!
Experience and/or passion for effective marketing and communications (Email Marketing and/or SMS tools are a plus).

Home Care Network, Inc. is a leading home care agency dedicated to delivering personalized support for individuals across Ohio and Indiana, without compromising quality of life. Established in 1993, we specialize in serving the Medicaid-eligible population, and collaborates with commercial insurance, veterans and specialty insurance, and Medicare. With a skilled team of clinicians, aides, and care professionals, Home Care Network, Inc. prioritizes in-home care for both children and adults. The agency actively engages with families, collaborates seamlessly with patients' physicians, and fosters a culture of support and success among its staff. Known for its commitment to excellence, Home Care Network, Inc. is a trusted provider of compassionate and tailored home care solutions.

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