Receptionist

Experienced in the provision of Direct Care Services (DCS) and supervision of personnel in an in-home care environment. Knowledgeable of the skills and procedures required for the in-home delivery of non-medical care. Proficient in employee relations and conflict resolution. Able to provide employee scheduling to meet client needs. Must possess good oral and written skills. Must have experience in the healthcare industry. Supervisory experience in an assisted living facility, adult residential home, or nursing home a strong plus. Must be able to pass an FBI-level fingerprint background check. Performs other duties as assigned. This is an hourly and full-time position.

Essential Functions/Duties:

1. Coordinate oversight of direct care services at the direction of the Regional Director, Area Manager and in conjunction with the Scheduling Coordinator, throughout designated and/or approved counties.

2. Provide supervision of DCS services by AAging Better employees or contracted services when assigned by the Area Manager (or senior management), in conjunction with the Scheduling Coordinator. When assigned to conduct supervisory visits by the Area Manager, ensure visits are electronically annotated in the tracking and scheduling system, also in writing in client and/or employee files per state statutes and regulations; hard copies are filed in the main office.

3. Care coordination of client care includes the following:

• Coordination and creation of client/employee schedules including completing shifts and entering travel time when needed at the direction of the Scheduling Coordinator, Area Manager, or other senior management.
• Evaluate Care Plans during the supervisory visit to assure client needs are being met and all provisions of the Plan of Care are being followed.

Schedule and conduct Supervisory Home Visits to ensure client needs are being met along with ensuring proper care is being given by field staff. Ensure all policies for being followed by the client and the field staff.

4. Conduct intake assessments for new clients, provide new client information to the Scheduling Coordinator for staffing and data entry into the electronic tracking system.

5. Ensure client satisfaction surveys are conducted for the Washington office on a regularly recurring basis; report client feedback to AAging Better In-Home Care office staff along with the Regional Director and Administrator. Ensure all Surveys are kept up to date and are reported in Quarterly Meetings.

6. Forward copies of new client and new employee documentation to the Regional Director, Area Manager, and Administrative Assistant.

7. Document all issues or key interactions for both clients and employees in the “Activity” fields of the electronic tracking system and ensure all management staff are aware of events along with any other necessary office staff.

8. Ensure all client and personnel records are always kept confidential and that clients and employees are aware of such confidentiality, following HIPPA guidelines.

9. Maintain and track all caregiver certifications to ensure that all field staff are within state and agency regulations. Update certifications in the agency electronic system. Forward all compliance pieces to the Area Manager, and Regional Director.

10. Cover “after-hours” call, when assigned by the Area Manager or Regional Director in conjunction with the Scheduling Coordinator. Annotate any changes in the electronic tracking system as they occur. Track any issues being reported by employees or clients and report them to the appropriate department, i.e., Area Manager, Senior Care Manager, Payroll, Regional Director, Executive Director, Human Resources and/or Nursing Supervisors, on the next duty day.

• If an emergency or other significant issue arises while “on call,” immediately notify the Area Manager, Regional Director and/or Executive Director, and/or a Nursing Supervisor, if appropriate, and follow any instructions provided.
• Accurately track the amount of time actively spent engaged in making scheduling changes, managing call-ins or issues reported by clients.
• Keep the electronic tracking system continuously updated with any changes made while “on call.”
• Maintain constant security and confidentiality of all clients and/or employee information, to include, the safekeeping and security of any assigned electronic equipment, such as computers, handheld devices and/or phones.

Additional Duties/Activities

11. Assist Scheduling Coordinator with scheduling issues, such as late or no check-ins/outs.

12. Conduct appropriate marketing activities, as assigned. Report issues, concerns and/or strategies for continued growth of the area/s to the Area Manager and/or Regional Director.

13. Recommend Recognition Awards (based on performance) to the Area Manager and/or senior management for deserving field employees.

14. Ensure client birthday cards are sent out each month.

15. Audit client files monthly.

16. Perform other duties and activities, as assigned by Area Manager or senior management.

17. Answer phone calls. Assist with calls/message taking as needed and ensure that all information is kept up to date, along with notifying all office personnel of any needed information, ensuring all information is electronically annotated in the electronic system.