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

6/16/2020 HOME CARE COORDINATION WORKSHOP SERIES 2 Presented by Andrea Brown, RN THANKS TO OUR SPONSORS 1

6/16/2020 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 Service provider – Homecare aide Business intake/scheduling Supervisor Developer Quality Compliance Improvement/Risk Problem Solver manager Customer Service Representative 2

6/16/2020 • Patient/Family Patients • Referral/Payer Source Communication Aides • Management • Supervising Staff nurses • HR/Compliance Communication Communication is the act of transferring information from • one 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 3

6/16/2020 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? 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 • 4

6/16/2020 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 • 5

6/16/2020 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

6/16/2020 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 • 7

6/16/2020 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 • 8

6/16/2020 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 • 9

6/16/2020 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 Thanks! AB Coaching and Consulting, Inc. Tel: (718)535-7295 Email: andreab@abcoachingandconsulting.com 30 10