CLINICAL SUPPORT SPECIALIST

Avow Hospice; Naples (FL); On-site; USD 27,000 - 33,000; Full time

Benefits offered by this job

Medical insurance (PPO)

Dental and vision insurance

Paid time off

Retirement plan

Job summary

Avow Hospice is seeking a Clinical Support Scheduler to provide organizational support for scheduling staff and patient visits in Naples, FL. The role ensures visits comply with Medicare/Medicaid regulations and supports coordination with leadership and teams.

The position requires ability to multi-task under pressure, manage heavy workloads, and collaborate with care teams to optimize scheduling and staffing.

Qualifications

• Bachelor’s degree preferred in a business-related field.
• Associate’s degree in a business-related field or equivalent experience in office management, scheduling, and customer service.
• Strong computer skills, including database software and Microsoft programs.
• Experience with EMR systems.
• Current Florida driver’s license.

Responsibilities

• Plan and coordinate staffing and scheduling to ensure timely patient visits.
• Maintain schedules, run reports, and ensure HIPAA compliance.
• Communicate schedule changes and resolve conflicts with staff and supervisors.
• Monitor coverage, holidays, on-call duties, and travel distance for patient care.
• Prepare scheduling reports and communicate with care teams.

Skills

Communication

Reading & interpretation

Customer service

Education

Bachelor's degree preferred (business-related)

Associate’s degree or equivalent experience

Tools

Database software

Microsoft Office

Job description

Job Details

Job Location: Avow Collier County - Naples, FL 34105

Salary Range: $19.50 - $24.00 Hourly

Required Schedule: Monday through Friday with holiday rotation

Job Summary

Provide organizational support for scheduling staff and patient visits, ensuring all visit scheduling complies with regulatory and legal requirements mandated by Medicare and Medicaid regulations. Communicate and collaborate with teams and leadership regarding scheduling and staffing. The Clinical Support Specialist manages staffing knowledge in each area and communicates with appropriate managers, human resources, employee health, and the incident command team. Able to multi‑task and work under pressure with changing priorities and short deadlines, effectively handling a heavy workload.

Job Duties

Overall Responsibilities (all team focus)

• Perform customer service duties both internally and externally, in person and over the phone.
• Maintain positive relationships with co‑workers, patients, family members, and community personnel.
• Answer, route, or handle telephone calls.
• Assist other scheduling personnel when needed.
• Monitor unaccepted, unassigned, missed, and declined visits for rescheduling.
• Maintain client and staff schedules using software accurately.
• Prepare reports for scheduling tracking.
• Adhere to confidentiality standards and HIPAA requirements.
• Communicate schedule changes in workflow and follow up with comments.
• Ensure geographic scheduling to reduce drive time and ensure timely patient care.
• Support holiday scheduling and maintain an on‑call schedule for the assigned care team.
• Resolve conflicts using effective communication and problem‑solving techniques.
• Identify training needs and communicate to supervisor.
• Implement procedures to promote efficient scheduling flow.
• Maintain knowledge of organizational and departmental policies and procedures.
• Monitor and adjust staffing schedules to ensure compliance with care plans, staffing policies, and budget considerations, including overtime and driving distance.
• Use blackout dates for staff on vacation or call offs.
• Participate in holiday coverage on a rotating basis.
• Follow proper infection control policies and procedures.
• Run all assigned reports within the given time frame.
• Perform other duties as assigned.

Specific Focus: Team Nurse, Social Services Coordinator, Chaplain, and Pool Personnel

• Coordinate communication among team members and relay messages.
• Schedule clinician visits according to plan of care and regulations.
• Prioritize visits for end of life and urgency.
• Maintain on‑call schedule for the assigned care team.
• Prepare reports for scheduling tracking.
• Communicate requests for schedule changes and follow up.
• Ensure geographic scheduling to reduce drive time.
• Work with staff to determine holiday schedule.
• Provide information to supervisors regarding patient or employee concerns.
• Assign staff to patients and develop staff schedules, matching skills, availability, and location needs.
• Communicate changes in schedules to staff concurrently.
• Step in when other areas require assistance.
• Partner with incident command team during emergencies.
• Follow infection control policies.
• Run all assigned reports on time.

Specific Focus: Home Health Aide (HHA)

• Receive staffing reports from each department and maintain a staffing database.
• Coordinate communication with managers, human resources, and employee health regarding staffing and assignments.
• Assist managers with alternative job assignments during staffing crises.
• Act as staffing liaison during activated emergencies and participate in the incident command team.
• Maintain geographical scheduling.
• Prepare scheduling reports and maintain a spreadsheet of staff call‑offs.
• Adjust daily staffing schedules to comply with care plans, policies, and budgets.
• Participate in holiday coverage on a rotating basis.
• Run all assigned reports on time.

Specific Focus: Continuous Home Care (CHC)

• Answer all calls related to availability and scheduling of crisis care cases.
• Process patient charts at continuous care start, add clinical staff, and coordinate billing and notifications.
• Coordinate and assign staff on a spreadsheet and electronic schedule.
• Request external agency assistance when staffing is inadequate.
• Process crisis care folders, maintain logs, and audit sheets.
• Support Care24 and maintain communication with crisis care staff.
• Ensure adequate staff on the schedule and notify departments of availability.
• Act as staffing liaison during emergencies and participate in incident command.
• Adjust daily staffing schedules for compliance and budget considerations.
• Maintain accurate client and staff schedules in software.
• Run all assigned reports on time.

Specific Focus: Care24

• Run Contract Bed and COVID reports.
• Maintain the Care24 white board and update provider coverage information.
• Answer and route outside and non‑clinical telephone calls.
• Provide backup support to crisis care.
• Maintain communication with triage, Care24, and crisis care staff.
• Step in to cover team scheduling duties when other schedulers end shifts.
• Check par levels, maintain stock, and order supplies.
• Scan and fax patient information as needed.
• Update patient location and demographic data through workflow.
• Act as staffing liaison during emergencies and participate in incident command.
• Adjust daily staffing schedules for compliance and budgets.
• Run all assigned reports on time.

Core Values

• Innovation – embrace change and find creative solutions.
• Integrity – act honestly and responsibly for patient welfare.
• Collaboration – work hand‑in‑hand with partners and the community.
• Celebration – value life and relationships.
• Education – inform the community about services and end‑of‑life options.

Qualifications

• Bachelor’s degree from an accredited university (preferred) in a business‑related field.
• Associate’s degree in a business‑related field or equivalent experience in office management, scheduling, and customer service.
• Strong computer skills, including database software and Microsoft programs.
• Email proficiency required.
• Experience with electronic medical records (EMR) systems.
• Current Florida driver’s license.
• Supervisory responsibilities: none.
• Language skills – read, analyze, and interpret common documents; respond to inquiries and complaints; communicate effectively to supervisors and team members.
• Mathematical skills – apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning ability – define problems, collect data, establish facts, and draw valid conclusions.

Compensation and Benefits (summary)

• Medical insurance (PPO) with prescription drug co‑pay or HDHP with HSA.
• Supplemental benefits: hospital confinement, accident and/or cancer.
• Dental and vision insurance.
• Life and accidental death/dismemberment insurance (company paid).
• Long‑term care insurance (company paid).
• Retirement savings plan (TSA/403(b) matching program).
• Short and long‑term disability insurance (company paid).
• LegalShield identity protection and more.
• Bereavement leave for family and pets.
• Direct deposit and mileage reimbursement.
• Employee assistance program.
• Paid time off.
• In‑house continuing education opportunities.
• Discounted membership at local fitness center.
• Tuition reimbursement.
• Other employer‑sponsored activities.

Additional Information

• Avow is a Tobacco Free Organization, requiring all employees to be nicotine free. All applicants are required to complete a screening through the Clearinghouse. For more information: https://info.flclearinghouse.com.