Client Services Director - Home Care jobs in Phoenix, AZ

JOB DESCRIPTION

Senior Service Compliance Officer / Patient Care Coordinator

Reports to: Director of Operations

Work Hour: Full Time Position

FLSA Status: Exempt

Prepared By: Director of Operations

Proposed Salary: $55K - $60K Annual

Bonus Eligible: Monthly

Benefits: medical, dental, vision, 401K, mileage

reimbursement, tire allowance, bonus, and tele-health.

Summary

Daily care coordination of all non-medical in-home

caregiving for ALTCS, private duty, VA, and ALF/IL patients. Will handle a high

volume of cases daily and coordinate all staffing needs for their clients.

Manage caregiver service delivery and work in concert with the operations teams

to staff existing and new client cases daily. Must be able to troubleshoot

situations quickly and meet all monthly goals set by the agency. This position

requires that you drive a lot throughout Maricopa County and be willing to

expand into other counties within Arizona. Will require local travel by car back

and forth between client homes and the office on a weekly basis. Attend staff

meetings multiple times per week and in office coordination while in the field

working with clients. Work with several referral sources such as managed care

case management, home health, hospice, and a variety of other partners within

the community. Must have an expert level understanding of Arizona Medicaid,

Medicare, and non-medical caregiving within Arizona. Must demonstrate a servant

heart and absolutely love working with people.

Essential Operations Duties and Responsibilities

• Maintain working knowledge of Arizona Long Term Care regulations as they pertain to Home and Community Based Services. Staying up to speed on any changes to Arizona Case Management Handbook and AHCCCS Medical Policy Manual (AMPM)
• Responsible for the oversight of the client onboarding workflow in addition to a screening of potential clients and their Caregivers for the determination of appropriate services, including applying proper regulations and guidelines related to eligibility, prioritization, and authorization.
• Responsible for the development of the Client Service Plan and collaboratively working with the MCO Case Manager on any additional documentation that should be included in the Service Plan.
• Responsible for assigning, introducing, and maintaining open lines of communication with the Client and Assigned Caregiver.
• Responsible for the dismissal when warranted of the Client's Caregiver
• Provide ongoing monitoring of the client and/or Caregiver’s status to determine the adequacy of services, identify any changes in the client or Caregiver’s condition, and assist with ongoing needs.
• Responsible for proper documentation and follow-up after referral of the Client services (e.g. ALTCS/Private Duty).
• Advocate on the Clients behalf with all involved agencies, MCO, organizations, and individuals.
• Reassesses the Clients and/or Caregiver’s service need every 30, 60, 90, and 120 days or as needed.
• In collaboration with the Client Case Manager determine when termination of services is appropriate, and the case should be closed.
• Responsible for the documentation and communication to the Case Manager of any incidents that occurred during the Caregiver shift.
• Must follow incident reporting policy and procedure as dictated by the agency.
• Responsible for identifying, planning, authorizing, arranging, negotiating, coordinating, monitoring, and managing costs of the service plan.
• Responsible for ensuring that Clients and Caregiver or informal support system receives appropriate services and that the services received are of high quality.

Qualifications and Skills

• Experience in dealing with third party-provided services
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management
• Expertise in people management and de-escalation techniques
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving aptitudes
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills
• Working knowledge of Arizona Medicaid ALTCS, Medicare, and HCBS services
• Must be able to obtain a Level One Fingerprint Clearance Card
• Must have a good standing driving record and driver license
• Must be able to obtain all credentials set-forth by Arizona AHCCCS
• Must have excellent communication skills and ability to work independently and with a team.

We understand many elderly patients face daily struggles with physical or emotional changes that come with illness and/or age. Far to often, these types of struggles are hard to discuss with family members as keeping ones independence is very important. With the right planning and team in place, here at Emblem we believe we can keep our patients happy, comfortable and provide a quality of life that is enjoyable all from the comfort of their own homes. To accomplish this goal, our Service Officers follow a very detailed intake process.

Pay: $40000 - $42000 / year

Pay:

• Supplemental income
• Bonus pay
• Other

Benefits:

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• 401(k) matching
• Life insurance
• Disability insurance
• Employee discount
• Paid training
• Mileage reimbursement
• Other

Job Type: fulltime

Schedule:

• 8 hour shift

Education: High school degree

Work location: On-site