To assure client satisfaction and optimize company growth through timely and appropriate responses to client requests; monitor and coordinate non-clinical qualities.
Be responsive to customer questions concerning service.
Use telemarketing and follow-up techniques to convert inquiries to requests for service.
Complete inquiry and intake forms for all service requests.
Select appropriate staff for all cases, in conjunction with the Clinical Manager.
Notify Clinical Manager and RN Field Supervisor of new cases and/or changes in patient status on a timely basis.
Obtain appropriate credit and/or insurance information from callers; explain billing, client/guarantor agreements, and supervisor visits to client.
Initiate client/guarantor agreements, as well as required patient information packet to be mailed.
Document all patient related conversations, including reason for discharge, on all private pay professional service.
Monitor non-clinical performance of staff to ensure delivery of service as agreed upon with client and compliance with all corporate policies, state regulations and accrediting body standards.
Evaluate the non-clinical performance of staff. Consult with Clinical Manager regarding appropriate disciplinary action as required.
Identify and resolve issues which affect service delivery through regular, on-going communication with Field Supervisors, and private pay patients and clinical management staff.
Submit required documents to ensure that staff are paid accurately, and clients are billed accurately.
Participate as required in developing and implementing procedures which maximize operational efficiencies.
Participate in special projects related to the private pay program.
Participate in the Quality Assurance program as directed by the Assistant Director.
Ensure schedules are updated on a timely basis. Ensure accuracy is maintained.
Other duties as assigned.
Education: High School diploma or equivalency required. Bachelor’s degree preferred.
Experience: 2 years related work experience which includes distributing work assignments preferably in a health care or social service setting. Supervision of office and/or field staff preferred.
- Excellent writing, customer service and organizational skills.
- Excellent problem-solving abilities
- Excellent interpersonal and verbal communication skills.
The Visiting Nurse Service of New York (VNSNY) is the nation's largest not-for-profit home- and community-based health care organization, serving the five boroughs of New York City, and Nassau, Suffolk, and Westchester Countries. For over 125 years, VNSNY has been committed to improving the health and well-being of people through high-quality, cost effective healthcare in the home and community. We offer a wide range of services, programs, and health plans to meet the diverse needs of our patients, members, and clients from before birth to the end of life. Each day, more than 13,000 VNSNY employees - including nurses, rehabilitation therapists, social workers, other allied professionals, and paraprofessionals - deliver compassionate care, unparalleled medical expertise, and 24/7 solutions and resources to more than 44,000 patients and members, helping them to live the best lives possible in their homes and communities.