On-Call Scheduling Assistant

Description

Position Title:                      On-Call Scheduling Assistant  
Department:                         Home Health Services
Supervisor:                          Director, Home Health Aides Services & Business Operations
Status / Hours per week:    Non-exempt / 24-36 hrs (Weekends-Saturdays, Sundays & Holidays, 6am – 6pm)  

Primary Function:
Under the direction of the Director of Home Health Aide Services & Business Operations, the On-Call Scheduling Assistant is responsible for:
providing On-Call Coverage by handling HHA scheduling emergencies presenting on Saturdays, Sundays and Holidays, 6am to 6pm for deployment of covering Aides, communicating with participants and family members about deployment changes and assignments, and communicating emergency scheduling updates with Home Care, PACE On-Call and PACE Team as necessary. 

Duties & Responsibilities:
(1) Field emergency callouts from Aides and other late start or early departure communication due to unexpected circumstances as follows for shifts to be worked during the hours of On-Call Coverage 6AM-6PM Saturdays, Sundays & Holidays:
a.    Check Scheduling System to ascertain number of cases to be covered and what shifts 
b.    Communicate to participant and/or family member that their Aide called out and coverage is being sought
c.    Find coverage and send Aide assignment sheet -usually involving checking Scheduling System and calling/texting multiple Aides etc., starting with Aides that have covered the participant before, Per diems with open schedules etc.
d.    Call Participant/Family member to confirm coverage found and if any changes in arrival times
e.    If Aide will run late but won't affect care plan hours, communicate with Participant/Family member the change and make note of delay time
f.    If Aide will miss some but not all shifts, find coverage for shifts to be missed and make note of shifts missed
g.    Call Director to assist in real-time troubleshooting e.g. Aide may suggest they can stack shifts if they arrive late or leave early to prevent calling out of if covering a call out. Get approval from PACE first to ensure it is doable per care plan. Or field issues from Aides that need Director attention.
h.    For other reports pertaining to Participant, Scheduler reminds the Aide to call the PACE On-Call line. Aides know when to call 911.

(2) Field HHA related emergency calls from other nurses, clinicians, participants or their family members as follows:

a.    Sometimes a PACE clinician, Participant or their Family Member calls to report their Aide is a no-show and On-Call Scheduling Assistant is to follows up and find coverage or update Family Member if Aide is running late.
b.    Receive calls from participants, family members or nurses, and triage relevant emergency updates and handle accordingly by communicating with relevant shift HHAs, e.g. delays due to Participants discharging from ER or late returning home/from out of town etc. 
c.    For calls from Participants or their Family Members not pertaining to HHA emergencies, redirect them back to PACE Answering Service.

(3) Scheduling Assistant Coordination/Communication/Documentation Tasks:
a.    Log callouts via the On-Call tracker for unplanned absences and coverage related to the Sat/Sun/Holidays On-Call 6AM-6PM including tracking received calls and texts to maintain On-Call data as required.
b.    Optimize HHA availability to emergency coverage needs.
c.    Communicate changes with Participants and/or Family Members so Participants are aware who will cover what shifts and allow them entry into the homes.
d.    Communicate with the PACE On-Call Nurses and Home Care Teams as necessary regarding the HHA-related emergencies.
e.    Email the Schedulers the updates on the emergency changes handled so they can update HHA schedules in the Scheduling System during the week.
f.    Communicate timely and seek HHA Director guidance at any time throughout the On-Call coverage Sat/Sun/Holidays 6AM-6PM on any areas needing Director’s guidance, intervention and troubleshooting.    

Qualifications

Minimum Basic Knowledge:    

•    Must hold a high school diploma or equivalent in years of experience. 
•    Knowledge of Microsoft Outlook, Word etc., prefer some college level coursework or several years of professional work experience in a fast-paced setting. 

Experience & Qualifications:    

•    Experience working with HHAs, elders and in multi-cultural/multi-lingual settings.  
•    Must have excellent interpersonal skills, computer skills and able to multi-task.  
•    Ability to maintain a high level of customer service and professionalism.
•    Proficiency in Spanish, Cape Verdean Creole and/or Portuguese preferred.

Independent Action:    

Independent decision making as required to carry out job duties. 

Supervisory Responsibility:    None

Define Access Level to PHI:    Level 2: [Authorized to access patient demographic data from the Scheduling System. Staff in this level should confine the use of PHI to the minimum necessary required and should not access or read parts of the medical record not needed to perform assigned Scheduling Assisting duties].