Northern Light Home Care and Hospice

Department: Patient Access Management

Position is located: Any of our Home Care & Hospice locations (So Portland, Ellsworth, Waterville, Bangor, Presque Isle)

Work Type: Full Time

FTE: 1.0 (40 hours)

Work Schedule: 8:00 AM to 5:00 PM

Summary :

The Team Coordinator acts as central point of contact for all patients and clinical staff to sustain efficient team operations and facilitate top of license work by the designated manager. The incumbent coordinates meetings and employee activities as directed and acts as resource in facilitating the supply management process. The Team Coordinator is responsible for the coordination of initial patient care assignments, assisting with ongoing scheduling, and addressing patient concerns/needs for the team. The incumbent provides general clerical support to assigned clinical manager and team members to support processes required documentation as directed. The incumbent assists in researching problems of concern, following through with a resolution. The incumbent utilizes critical thinking, clinical skills, and problem-solving skills to promote continuous quality improvement in the area of supporting the patient care experience.

Responsibilities:

• Primary Contact for team coordination • Triaging phone calls • Consistent use of EMR and electronic resources • Maintain outlook calendars and staff calendars • Obtains referrals from Intake and assigns to patient based on geographical region and clinician availability. • Collaborates with supervisor/manager to prioritize visits that are un-assigned due to staff absences and fluctuation in patient volumes. • Generates and distributes team reports as directed. • Other duties as assigned.

Other Information :

Excellent communication skills, ability to multi-task in a fast-paced environment utilizing electronic resources. Demonstrates competency with Microsoft office tools/software and clinical/administrative documentation software. Utilizes critical thinking and organizing skills to maintain integrity of data in area of responsibility. Responds to patient and family needs and takes appropriate action for both home care and hospice patients. If assigned to a Hospice clinical team, assists in obtaining authorized DME/supplies for Hospice patients as requested, verifies de-authorization of Hospice medical supplies/equipment completed upon patient discharge.

Associate's Degree and 1-2 years working in health care environment required. In lieu of degree, t wo years of experience is required for every year of education in addition to the minimum experience identified above.

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.
• 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.

Working Conditions

• Potential exposure to abusive and/or aggressive people.
• Work with computers, typing, reading or writing.
• Prolonged periods of sitting.