by Andrea Brown, RN THANKS TO OUR SPONSORS 1 6/9/2020 Overview - - PDF document

6/9/2020 1

HOME CARE COORDINATION WORKSHOP SERIES 1

Presented by

Andrea Brown, RN

THANKS TO OUR SPONSORS

6/9/2020 2

In this series, we will review information that represents the

• Basics of Homecare coordination
• Mechanisms used
• Best practices

The information will be reviewed in four sessions including lecture, discussion and small group activities

Overview

Objectives

In this session, we will

• Define homecare
• Discuss provider types
• Discuss various payment systems in place for homecare
• Discuss regulatory/oversight organizations in place to

monitor homecare services

Objectives, cont’d

• Discuss the organizational structure of a licensed home

care services agency (LHCSA)

• Define coordination
• Identify the roles involved in coordination
• Discuss customer service as a key coordination

responsibility

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What is Home Health Care?

Home health care is a wide range of health care services that can be given in your home for an illness or injury. Home health care helps you:

• Get better
• Regain independence
• Become as self-sufficient as possible
• Maintain current condition or level of function
• Slow decline

What is Homecare?

Home care is care that allows a person with special needs to stay in their home. Home care services include:

• Personal care
• Household chores
• Meal preparation or meal set-up
• Money management
• Health care, such as having a home health aide.

Who pays for Homecare?

• Medicare
• Medicaid
• Managed Medicare
• Managed Medicaid
• Waiver Programs

Government Payers

• Self
• Family
• Long Term Care Insurances
• Commercial Insurance
• Other health related
• rganizations

Non-Governmental payers

Certified Home Health Agencies (CHHAs) and Hospices are Provider organizations that often subcontract for homecare

• services. Insurance plans also subcontract for homecare

services, but most of them are not providers.

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• Department of Health
• Department of Labor
• Centers for Medicare

and Medicaid Services

• Department of

Insurance

• Office of Inspector

General/Medicaid Inspector General

• Occupational Safety

and Health Administration

• Provider

contractors, such as

• CHHAs and
• Hospices
• Insurance plans
• The Joint

Commission

• Community

Healthcare Accreditation Program (CHAP)

• Accreditation

Commission for Health Care (ACHC)

Who provides oversight?

Governmental Agencies Payer Sources Accreditation Organizations

Key Functions in a LHCSA

Patients

Recruit ment/ Onboar ding Business Develop ment Referral manage ment/ Intake Schedul ing Nursing HR/Com pliance Payroll Billing Finance

Who do we serve?

All departments must work together to meet our customers’ needs. Who are the customers of the LHCSA?

• Patients/clients
• Patient/client families
• Referral Sources
• Payer sources/contractors
• Other agency personnel

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The Customer Experience

Healthcare businesses are beginning to understand the importance of the Customer’s experience

• Customer experience is the sum total of all the

interactions between a customer and an organization

• It’s about interaction, availability and engagement
• Impacted by customer service

What is Coordination?

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Coordination is the heart of any licensed home care services agency

The Coordination Department connects with every department in the

• rganization, its customers, clients and caregivers

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The Roles of the Coordinator Customer Service Representative

Compliance Service provider – intake/scheduling Quality Improvement/Risk manager Homecare aide Supervisor Problem Solver Business Developer

What is Customer Service?

It’s the support you offer your customers before and after they buy or use your services or products.

• Good customer service helps with customer retention

and business growth

• Every touchpoint matters
• Customer service can make or break your reputation
• Customers are more likely to review your organization
• nline or post comments on social media

Did you know?

• Americans tell an average of 15 people about a poor

service experience versus the 11 people they’ll tell about a good experience.

• It is 5 to 25 times more expensive to acquire a new

customer than it is to keep a current one.

• 68% of customers said that a pleasant representative

was key to their recent positive service experiences, and 62% said that a representative’s knowledge or resourcefulness was key.

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How to develop the best customer experience?

Let’s examine your customer interactions:

• Communicate effectively
• Be knowledgeable about your company and its services
• Understand your customers
• Be responsive
• Be available

Effective Communication Content What are you saying? Process How are you delivering the message? Context What is the situation or environment in which your message is delivered? Key Takeaways

• Homecare vs Home Health Care
• LHCSA functions are interdependent to meet patients’

needs

• Coordinator – key role with many functions
• The role of Customer Service in creating a positive

customer experience and increased patient satisfaction

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22

Thanks!

AB Coaching and Consulting, Inc. Tel: (718)535-7295 Email: andreab@abcoachingandconsulting.com 23

Resources

Medicare.gov Medline.gov