Description
Job Responsibilities
Scheduling & Coverage (Primary Function)
Monitor open shifts, dashboard alerts, and overnight call-offs beginning at 8:30 AM.
Schedule caregivers to meet the needs of clients.
Staff open shifts using a structured approach:
Review caregivers already assigned to the case.
Check previously scheduled caregivers for availability.
Determine if a visit can be moved (if clinically appropriate).
Send offers and begin direct calling after 15 minutes if shifts remain open.
Launch new cases by obtaining visit requirements from the Nurse Case Manager, verifying authorizations, building schedules, and assigning caregivers.
Notify all relevant parties of schedule updates including CP, client, and NCM.
Manage overtime risk while ensuring continuity of care.
Client & Caregiver Customer Service
Answer incoming calls, emails, and messages with urgency, professionalism, and empathy.
Troubleshoot scheduling issues, care concerns, and service disruptions.
Ensure complaints regarding scheduling are addressed and resolved promptly.
Provide service recovery by acknowledging concerns, correcting issues, and following up.
Protect client privacy and comply with agency confidentiality policies.
Day-to-Day Operations & EVV
Update EMR system with schedule changes and visit authorizations.
Verify visit accuracy and clear EVV exceptions throughout the day.
Update schedules in real time to prevent missed visits.
Record call-offs, refusals, and schedule adjustments thoroughly.
Maintain accurate visit, authorization, and caregiver assignment data.
Payroll & Billing Support
Review and resolve payroll concerns such as missing punches or EVV discrepancies.
Correct billing issues including authorization use, visit codes, and timing issues.
Ensure all visit documentation is complete and ready for weekly processing.
Compliance & Professional Standards
Maintain confidentiality of client care information and personnel information.
Follow all agency policies regarding scheduling, EVV, documentation, and communication standards.
Escalate unusual incidents, client concerns, or potential risks to the Administrator or NCM when necessary.
Cross-Functional Collaboration
Communicate with team members across different departments to effectively coordinate client care.
Communicate daily with Nurse Case Managers and Care Liaisons regarding changes in client needs, new cases, or staffing challenges.
Support intake by assisting with initial scheduling for new clients.
Collaborate with on-call staff to ensure smooth transitions and coverage continuity.
Attend internal meetings to discuss client needs.
Participate in the on-call scheduling rotation.
Perform other duties as assigned. Role Qualifications:
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
|
AccordCare
Mar 12, 2026