Northern Light Health Department: Patient Service Center Position is located: Cianchette Professional Blding Work Type: Full Time Hours Per Week: 40.00 Work Schedule: 8-430pm *Hybrid/Remote within Maine* Summary: The Palliative Care Services Coordinator is accountable for coordination of client referral information that will optimize meeting the client’s home care needs. The incumbent will be responsible for managing a high volume of incoming calls, and identifying and assessing customers’ needs with the goal of attaining successful problem resolution. The incumbent utilizes the referral process for hospitals and facilities ensuring all appropriate information is transferred and communicated within the Agency’s electronic medical record (EMR) and advocating for the appropriate services and levels of care required to meet the client’s unique and individualized heath care needs. The Palliative Care Services Coordinator is responsible for providing accurate and efficient non-clinical administrative support for Central Intake and scheduling as needed. The incumbent is responsible for verifying home care and hospice insurance eligibility information for home health and hospice services provided by agency. The incumbent utilizes critical thinking and problem solving skills to promote continuous quality improvement. Assists in researching problems of concern, following through to resolution. Performance reflects the mission and values of Home Care and Hospice Responsibilities: + Communicates and collaborates with referral sources and home care team members in the interest of client care. + Coordinates and monitors referral status for clients in hospitals and facilities. + Responsible for obtaining accurate referral information, including medical record number. + Verifies client insurance coverage and requesting initial authorization for services, as necessary. + Responsible for accurate data entry of essential referral information into EMR according to proper format. + Works with external referral sources and community members to coordinate transition of client needs to the home setting. + Establishes excellent customer service relationships with hospitals and facilities in collaboration with the Business Development department. + Collaborates with Clinical Operations to meet the needs of clients and facilities that are referred to home care. + Communicates/collaborates with referral sources in a professional manner. + Utilizes hands-on technical skills with client electronic medical record and related software. + Notifies appropriate managers of quality improvement or other needs identified by consumers. + Provides administrative support to Central Intake department and scheduling as needed. + Builds sustainable relationships of trust through open and interactive communication. + Manages complaints, providing appropriate solutions and alternatives, following up to ensure resolution. + Collaborates with customers to identify client care needs and services required, ensuring clients and families are offered appropriate services and programs to maximize their optimal well-being. + Responsible for scheduling patients as needed. + Demonstrates competency with excel, word processing, and clinical/administrative documentation software. + Utilizes critical thinking and organizing skills to maintain integrity of data in area of responsibility. + Utilizes appropriate data entry systems. + Performs additional duties as required or assigned. Other Information: Competencies and Skills + 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. + 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. + 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. Education + Required High School Diploma/General Educational Development (GED) Working Conditions + Potential exposure to abusive and/or aggressive people. + Need to drive to perform responsible duties. + Potential exposure to hazardous materials. + Potential exposure to noise levels being uncomfortable. + Potential exposure to noxious odors. + Potential exposure to very hot or cold temperatures. + Work with computers, typing, reading or writing. + Work beyond the regularly scheduled hours. + Lifting, moving and loading 30 to 50 pounds. + Prolonged periods of sitting. Position Palliative Care Services CoordLocation Req ID null