6/9/2020 HOME CARE COORDINATION WORKSHOP SERIES 1 Presented by Andrea Brown, RN THANKS TO OUR SPONSORS 1
6/9/2020 Overview 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 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 2
6/9/2020 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? Non-Governmental Government Payers payers Medicare Self ● ● Medicaid Family ● ● Managed Medicare Long Term Care Insurances ● ● Managed Medicaid Commercial Insurance ● ● Waiver Programs Other health related ● ● organizations 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. 3
6/9/2020 Who provides oversight? Governmental Accreditation Payer Sources Agencies Organizations • Department of Health • Provider • The Joint • Department of Labor contractors, such as Commission Centers for Medicare • • CHHAs and • Community and Medicaid Services • Hospices Healthcare • Department of • Insurance plans Accreditation Insurance Program (CHAP) • Office of Inspector • Accreditation General/Medicaid Commission for Inspector General Health Care (ACHC) • Occupational Safety and Health Administration Key Functions in a LHCSA Recruit ment/ Onboar ding Business Finance Develop ment Referral manage Billing ment/ Intake Patients Schedul Payroll ing HR/Com Nursing pliance 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 • 4
6/9/2020 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 ? Coordination is the heart of any licensed home care services agency The Coordination Department connects with every department in the organization, its customers, clients and caregivers 15 5
6/9/2020 The Roles of the Coordinator Service provider – Homecare aide Business Supervisor intake/scheduling Developer Quality Compliance Improvement/Risk Problem Solver manager Customer Service Representative 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 • online 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. 6
6/9/2020 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 Process How are you Context What is the you saying? delivering situation or the environment message ? 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 7
6/9/2020 Thanks! AB Coaching and Consulting, Inc. Tel: (718)535-7295 Email: andreab@abcoachingandconsulting.com 22 Resources Medicare.gov Medline.gov 23 8
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