Care System Associate

addus; Lisle (IL); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Medical, Dental and Vision Benefits

Continued Education

PTO Plan (Holiday, PTO & Sick Time)

Retirement Planning

Life Insurance

Employee discounts

Job summary

addus is seeking a Care System Associate in Lisle, IL to provide exceptional scheduling and care coordination services. You will handle inbound calls, manage visits, and resolve scheduling issues across multiple systems while maintaining HIPAA compliance.

You will engage with clients, caregivers and branches to ensure timely visits, participate in continuous quality improvement, and support a high standard of confidential, professional service.

Qualifications

• High School diploma required; an Associates Degree in Business or related field preferred.
• 1 year of data entry, customer service and/or billing and payroll experience in a fast-paced healthcare environment preferred.
• Reliable WIFI and quiet workspace.
• Proficient in Microsoft Outlook with strong reading, writing and problem solving skills.
• Attention to detail and ability to follow program/policy requirements.
• Bilingual is a plus.
• Team-oriented problem solving skills.

Responsibilities

• Respond to inbound calls per day related to scheduling changes from clients and employees.
• Coordinate care between caregivers and clients to fill visits.
• Prioritize and manage multiple responsibilities across systems to meet client needs.
• Make outbound calls to Home Care Aides, Clients and Branches to resolve scheduling issues.
• Meet key performance metrics for quality, productivity and revenue retention where applicable.
• Follow proper phone etiquette and provide professional follow up for schedule changes.
• Lead meetings with assigned branches daily/weekly as needed.
• Maintain call/email QA standards and confidentiality of sensitive information.
• Maintain regular attendance and flexibility to meet department needs.
• Follows Medicare, Medicaid and HIPAA regulations.
• Performs other duties as assigned.

Skills

Customer service

Data entry

Scheduling coordination

Problem solving

Microsoft Outlook

Attention to detail

Teamwork

HIPAA compliance

Bilingual

Education

High School Diploma

Associates degree in Business or related field

Job description

Position Summary: As a Care System Associate you willbe responsible for providing the highest level of support when answering phones, managing the client open visits and alert report, providing resolution to missed visits, short and long visits and high priority alerts and providing urgent and immediate care to each caller’s situation. This position is also responsible for making scheduling changes and updating notes and making schedule adjustments within the scheduling system to ensure all clients are served timely and as required.

We offer our team the best <<

• Medical, Dental and Vision Benefits
• Continued Education
• PTO Plan (Holiday, PTO & Sick Time)
• Retirement Planning
• Life Insurance
• Employee discounts

Essential Duties

• Effectively respond to all inbound calls per day related to scheduling changes from clients and employees
• Responsible for the coordination of care between caregivers and clients to ensure all visits are filled
• Ability to prioritize and manage multiple conflicting responsibilities on a daily basis (Eliminating Missed Visits, Open Visits, Call Offs, PTO requests) and navigate multiple systems and processes, using all available tools and resources to ensure all immediate client needs are met
• Make outbound calls to Home Care Aides, Clients and Branches to ensure resolution to scheduling issues and gaps
• Meet all key performance metrics and standards as defined for the contact center for quality, productivity and where appropriate, revenue generation and retention
• Understand and follow proper phone etiquette and call techniques, providing exemplary service in every phone interaction and ensure professional follow up communication for all involved in schedule changes – Client, Branch, Home Care Aides and Leadership personnel as needed
• Ability to lead meetings with assigned branches on a daily and weekly basis as needed
• Maintain call and/or email Quality Assurance standards, to ensure the correct amount of care is provided to our clients
• Maintains a high degree of confidentiality at all times due to access to sensitive information
• Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
• Follows all Medicare, Medicaid, and HIPAA regulations and requirements
• Abides by all regulations, policies, procedures and standards
• Performs other duties as assigned

Performance Responsibilities

• Maintains positive internal and external customer service relationships
• Maintains open lines of communication
• Plans and organizes work effectively and ensures its completion
• Meets all productivity requirements
• Demonstrates team behavior and promotes a team-oriented environment
• Actively participates in Continuous Quality Improvement
• Represents the organization professionally at all times

Position Requirements & Competencies

• High School diploma required, Associates Degree in Business or related field is preferred
• 1 year of data entry, customer service and/or billing and payroll experience in a fast paced environment, health care experience preferred
• Must have reliable WIFI and quiet workspace
• Must be proficient in Microsoft Outlook with strong reading, writing and problem solving skills
• Attention to detail; ability to understand and comply with program/contract policies and procedures
• Bilingual is a plus, but not required
• Team oriented problem solving skills