Presented by Andrea Brown, RN THANKS TO OUR SPONSORS 1 6/16/2020 - - PDF document

6/16/2020 1

HOME CARE COORDINATION WORKSHOP SERIES 2

Presented by

Andrea Brown, RN

THANKS TO OUR SPONSORS

6/16/2020 2

Objectives

In this session, we will Define the required skills in the coordinator when scheduling

• Communication
• Effective time management
• Documentation
• Customer Service

Objectives, cont’d

• Discuss the resources needed by coordinators to be

effective when scheduling

• Discuss the stakeholders involved in the delivery of

homecare services by coordinators

• Define the role and responsibilities of coordinators as

supervisors of home care aides

The Roles of the Coordinator Customer Service Representative

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

6/16/2020 3

Communication

Patients

• Patient/Family
• Referral/Payer

Source

Aides Staff

• Management
• Supervising

nurses

• HR/Compliance

Communication

• Communication is the act of transferring information from
• ne place, person or group to another.
• Every communication involves a sender, a message and a

recipient (receiver).

• There are four types of communication
• Verbal
• Non-verbal
• Written
• Visualization
• Goal of communication is mutual understanding

Communication

6/16/2020 4

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? Communication Skills

• Active Listening
• Reflecting
• Clarifying
• Use of open-ended questions
• Summarizing

Time management Tips

• Time management is the ability to use your time productively

and efficiently.

• Do a time audit
• Track how long tasks take
• Spend your mornings on MITs.
• Prioritize activities and obligations.
• Use a reliable tool like a calendar app – use reminders
• Schedule uninterrupted time
• Reduce time wasters – people and activities
• Replace bad habits with good habits

6/16/2020 5

Documentation

• Why document?
• It protects you and the agency
• It provides a roadmap for others to follow
• It keeps you organized
• It ensures accountability

Documentation –What?

• Availability
• Service changes
• Communication with customers
• Communication with employees
• Disciplinary action notices
• Complaints
• Incidents
• Letters
• Forms

Documentation – How?

• Electronic vs. Paper – your software first, be aware if you use

a direct interface.

• Always document verbal conversations.
• Be mindful of HIPAA in your email documentation
• Check your e-mails for accuracy, appropriateness and clarity,

before you send

• Use only current agency approved forms in good condition for

your documentation

• Use only agency approved abbreviations

6/16/2020 6

Stakeholders

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

What Do Patients Want?

One Great Aide Who Is…

• Reliable
• Honest
• Competent
• Kind
• Efficient
• Willing To Satisfy The Patient/Family

What do your Referral Sources Want?

• Timely start of care
• Competent staff
• Compliant staff
• Reliable staff
• Patient satisfaction
• Excellent and ongoing communication
• Quality outcomes
• No problems
• Accurate and timely billing

6/16/2020 7

What Do Your Aides Want?

• One Great Assignment That Lasts Forever
• Desired Work Schedule/Enough Hours
• Location Where They Want To Work
• Respect
• Kind, Gracious Patient/Family
• Good Relations With Coordinator & Nurse
• Flexibility
• Money/Benefits, Timely Payments

What Do Your Nurses want?

• Qualified Staff Assigned
• Reliable Staff
• Competent Staff
• Good Observation And Reporting Skills
• Consistent, Efficient Care Routine
• Demonstration Of Good Care
• Effective And Timely Communication
• Kind And Caring Staff
• Staff Able To Follow Instructions

What Does HR Want?

• Full schedules for all Aides
• Support for newly assigned Aides
• Resolving employment problems
• Reliable, honest, efficient Aides
• Aide Retention
• Timely and accurate communication
• Appreciation from Coordinators
• Respect from Nurses, Coordinators
• Recognition from Management

6/16/2020 8

What Does Finance Want?

• Full staffing of service authorizations
• Good reimbursement rates
• Accurate work time records
• Timely work time records
• No billing adjustments/write-offs
• No credits

What does Management Want?

• Increase in Sales
• Efficient Operations
• Compliant Operations
• Minimal Complaints
• Minimal Incidents/Accidents
• Good Relations with Referral Sources
• Satisfied patients and family members
• Good relations with staff
• Full staffing of service authorizations

Organization Needs

• Good Quality Scores
• Increasing Sales and Revenue
• Adequate Cash Flow
• Minimal Financial Losses
• Good Reputation
• Low Liability

6/16/2020 9

What do you need?

• Accurate and complete intake data including:
• Level of Service
• Hours of Service
• Location
• Special Skills
• Special Needs
• Special Considerations
• Travel/Transportation Specifics

What else do you need?

• Patient Satisfaction/Quality Needs
• Understanding how to handle the customer’s problem
• Knowledge of patient’s care goals/clinical outcomes
• Adequate staff availability
• Staff oriented to patient’s needs
• Competent and reliable staff
• Staff satisfaction information
• Prompt reporting of problems

What do you want?

• Control over intake
• Cooperation between coordinators
• Reasonable expectations from everyone!
• Assistance and support for problem solving
• Appreciation for a tough job done

6/16/2020 10

Home Care Aide supervision

Understand what your role is as a Home care aide supervisor

• Important Laws/Guidelines to know – labor,

discrimination, safe workplace

• Understand aide’s Scope of Practice – PCA/HHA
• Know your policies and procedures and your agency’s

disciplinary action process

• Document infractions thoroughly and objectively
• Be respectful and compassionate

Key Takeaways

• Effective communication skills are required as a

coordinator

• It’s important to understand key stakeholder needs
• Know what you need to be effective in your job as a

scheduler and homecare supervisor

30

Thanks!

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