The LHCSA Coordinator is responsible for coordinating day-to-day patient scheduling and service delivery for Arista Home Care. The Coordinator works with patients and families, home health aides and personal care aides, the clinical team, managed care plans, and agency leadership to maintain authorized coverage, address staffing gaps, support continuity of care, and ensure accurate documentation in agency systems.
QUALIFICATIONS
· High school diploma or equivalent required; Associate’s degree preferred. · Prior experience in home care coordination, scheduling, customer service, or a related healthcare setting preferred. · Familiarity with New York LHCSA operations and Managed Long-Term Care (MLTC/MCO) service authorization processes preferred. · Experience with electronic visit verification (EVV), scheduling, or home care management software preferred. · Strong organizational, problem-solving, customer service, and communication skills with the ability to manage multiple priorities in a fast-paced environment. · Proficiency in Microsoft Office and relevant scheduling/referral management systems. · Bilingual ability preferred; Mandarin and/or Cantonese language skills are highly desirable based on patient population needs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Coordinate and maintain patient schedules in accordance with authorized hours, the plan of care, and agency requirements. · Match home health aides and personal care aides to patients based on authorized services, care needs, geography, language, availability, and continuity of care. · Respond promptly to caregiver call-outs, open shifts, and scheduling gaps and work to secure replacement coverage to minimize interruptions in patient services. · Communicate schedule changes and coordination matters promptly and professionally to patients, families, caregivers, and appropriate internal departments. · Monitor scheduled hours against delivered hours and identify under-utilization, missed visits, uncovered shifts, or other service-delivery concerns requiring follow-up.
ESSENTIAL DUTIES AND RESPONSIBILITIES (CONTINUED)
· Maintain accurate schedules and EVV records and follow up on visit exceptions or discrepancies in accordance with agency procedures. · Review service authorizations and scheduling information to help ensure services remain within approved hours and authorization periods; escalate discrepancies as appropriate. · Coordinate with the clinical and nursing team regarding hospitalization, changes in patient condition, plan-of-care changes, reassessments, or other matters requiring clinical follow-up. · Maintain regular communication with home health aides and personal care aides regarding assignments, schedule changes, patient-specific non-clinical instructions, and agency expectations. · Document relevant scheduling activity, patient and caregiver communication, service interruptions, and follow-up accurately and timely in the appropriate agency system. · Escalate unresolved staffing issues, patient or family concerns, repeated call-outs, authorization discrepancies, and other operational risks to the Patient Services Manager. · Support new patient starts by coordinating caregiver assignments and confirming scheduling requirements are in place for timely commencement of services. · Provide professional and responsive customer service to patients, families, caregivers, referral partners, and other stakeholders. · Assist and support team members as needed and utilize established channels of communication and escalation.
SKILLS AND COMPETENCIES
· Strong knowledge of home care coordination, scheduling, caregiver assignment, service coverage, and continuity-of-care practices. · Ability to use scheduling and EVV systems accurately and consistently. · Ability to recognize service gaps, authorization concerns, and operational risks and take appropriate action within the scope of the role. · Strong time-management and prioritization skills, including the ability to manage open shifts, call-outs, deadlines, and changing operational needs. · Professional communication and interpersonal skills when working with patients, families, caregivers, clinical staff, payers, supervisors, and agency leadership. · Ability to maintain accurate, timely, complete, and audit-ready documentation. · Sound judgment, problem-solving skills, and the ability to recognize limitations and seek assistance or escalate concerns appropriately. · Professional demeanor and ability to work cooperatively with others.
EQUIPMENT OPERATION
Telephone (mobile and landline), computer (PC, laptop, and tablet), copy machine, and calculator.
PHYSICAL DEMANDS
The physical demands described here are representative of those required to perform the essential functions of the position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
WORK ENVIRONMENT
Office-based work environment.
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