Home Care Centralized Scheduling Specialist

St. Charles Health System; Bend (OR); On-site; USD 48,000 - 62,000; Full time

Job summary

St. Charles Health System in Bend, OR, is seeking a Home Care Centralized Scheduling Specialist to schedule home health and hospice appointments and coordinate caregiver schedules.

You will work with the Intake team to onboard new patients and troubleshoot barriers to timely starts of care, acting as a liaison across the patient care team. The role requires strong organizational, communication, and multitasking skills, experience with EMRs, and proficiency in Teams, Excel, OneNote, and RightFax.

Qualifications

• Required: High school diploma or GED.
• Preferred: Associates degree or higher; additional college courses in information systems, office management, and medical technology.
• Two years of general office experience, preferably in a hospital environment.
• Knowledge of medical terminology and procedures.
• Previous customer service experience in a high-volume, fast-paced environment.

Responsibilities

• Schedule home health and hospice appointments as ordered by the physician.
• Coordinate starts of care, initial assessments, resumptions of care, and routine visits.
• Manage scheduling across 3 counties and 10 territories in Central Oregon.
• Enter appointments into the scheduling system and communicate information to staff.
• Support Intake by handling faxes, inbasket items, and referrals.
• Communicate staffing changes and issues to the care team.
• Monitor inpatient stays through discharge to home to ensure timely resumption of care.
• Navigate EMRs and platforms (Teams, Excel, OneNote, RightFax) and run data reports.

Skills

Customer service

Administrative support

Medical terminology

Phone skills

Interpersonal skills

Education

High school diploma or GED

Associates degree or higher (preferred)

Tools

EMR systems

Microsoft Teams

Excel

OneNote

RightFax

Company Mileage

Job description

The Home Care Centralized Scheduling Specialist position is responsible for scheduling appointments for Home Health and Hospice patients and coordinating caregiver schedules. This position works closely with the Intake team to onboard new patients and to troubleshoot any obstacles contributing to a timely start of care. This position acts as a liaison between the intake team, patients, family, clinicians, leadership, and other members of the patient care team in all aspects as related to Home Health and Hospice scheduling needs. This position does not directly manage any other caregivers.

Essential Functions And Duties

• The Home Health and Hospice Scheduling Specialist schedules home health and hospice appointments as ordered by the physician.
• Schedules multiple appointment types including starts of care, initial assessments, resumptions of care, and routine visits.
• Schedules multiple disciplines attending to many variables in 3 counties and 10 territories throughout Central Oregon.
• Coordinates visits between disciplines by analyzing territory and caseload to ensure efficiency and adhere to regulatory requirements and timelines.
• Responsible for accurately entering appointments into the scheduling system and communicating pertinent information to appropriate staff. Prioritizes work to ensure all details are addressed and proper documentation is input into the system.
• Provides support to Intake and triage resources by managing the sending, receiving, and monitoring of faxes, inbasket, and e-mail for referrals, labs, add orders, and requests for additional information from referral sources, scanning of referral documentation/packets, order requests and other pertinent documents.
• Proactively communicates staffing changes, identifies issues, implements countermeasures in all scheduling capacities and communicates changes to appropriate members of the patient’s care team.
• Monitors and manages current Home Health patients with inpatient status and notifies team of status changes, requests transfers, monitoring entire inpatient stay through discharge to home to ensure timely resumption of care.
• Provides excellent customer service including follow-through to resolution or referral to appropriate person following guidelines for telephone and email communication.
• Strong organizational, problem solving and multi-tasking skills, critical thinking and ability to prioritize workload, meet deadlines, and to remain focused in environment where interruptions can be frequent.
• Successfully navigate EMRs and many different platforms such as Teams, Excel, OneNote, Company Mileage, RightFax as well as running and updating department data reports.
• Proactively screens for potential safety concerns communicating to appropriate personnel and provides and maintains a safe environment for caregivers, patients, and guests.
• The Home Health and Hospice Scheduling Specialist team relies on good communication and teamwork to complete tasks at hand. Each day may look different as we care for a variety of patients with unique medical needs, circumstances, and various acuities.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Supports the vision, mission and values of the organization in all respects.

Supports the Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

May perform additional duties of similar complexity within the organization as required or assigned.

Education

Required: High school diploma or GED

Preferred: Associates degree or higher. Additional college courses in information systems, office management, and medical technology.

Licensure/Certification/Registration

Required: NA

Preferred: NA

Experience

• Previous customer service experience in a high volume, fast paced environment.
• Previous experience in an administrative or clerical position.
• Knowledge of medical terminology and procedures.
• Two years of general office experience, preferably in a hospital environment.

Preferred: Phone skills, computer experience, and interpersonal skills.

1-2 years of scheduling experience in a fast-paced environment.