FSM - Customer Service Team

Field Support Manager-Staffing

The Field Support Manager-Staffing oversees and maintains operational compliance with all applicable federal, state, and local regulations, company policies and procedures, and accrediting organization standards. The Field Support Manager-Staffing maintains day-to-day supervision and provides development to the Field Support personnel. The Field Support Manager-Staffing serves as the primary point of contact for field escalated issues involving team members, caregivers, field staff, and other customers.

The Field Support Manager-Staffing manages ongoing quality, operational excellence and customer service.

Essential Duties and Responsibilities:

• Consistently models company's philosophy of customer service and compliance
• Establishes and maintains effective channels of communication within the office as well as with clients, caregivers, field staff, and team members
• Collaborates with the Business Development, Recruitment, and Clinical team to ensure appropriate and effective operational methods and best practices are used to support the office
• Implements, develops, and oversees best practices, tools, and processes in accordance with company, federal, state, local and accreditation standards
• Demonstrates knowledge of company and office policies and procedures
• Oversees caregiver and field staff onboarding experience including orientation, payroll, credentialing, etc.
• Ensures caregivers and field staff meet all requirements (including C10) prior to working in the field
• Implements ongoing activities related to Homecare Quality Metrics (HQM) and scorecard management
• Participates in the Compliance Plan Of Correction (CPOC) process
• Interviews and selects new team members
• Manages team member development, including coaching, training and continuing education
• Effectively oversees office payroll and billing processes with accuracy
• Performs payroll and billing quality assurance to ensure that all issues are resolved promptly
• Oversees medical records management processes in compliance with federal, state and local guidelines or regulations
• Oversees office spending/delivery cost
• Coordinates responses and processing of unemployment and workers' compensation claims
• Monitors office equipment, supplies and usage, and manages the facility in collaboration with the corporate Real Estate team to ensure the office space is in alignment with building policies
• Participates in office Red Zone meetings
• Responsible for working with the Revenue Cycle team at headquarters on the collection process and managing accounts receivable
• Displays effective relationship building skills
• Obtains insurance verifications/denials, authorizations for services, and verifications of eligibility for clients
• Works with the Contracts and Licensing departments to coordinate and maintain proper certifications and licenses
• Manages the grievance process
• Responsible for entering incident reports into database
• Meets and maintains HIPAA regulations in regards to Protected Health Information
• Generates and utilizes reports; payroll, billing, financial, HR, etc.
• Performs other duties as assigned

Minimum Requirements:

• Undergraduate degree preferred in Business, Marketing, Management, Communications, Public Relations, Human Resources, Healthcare Administration or licensed RN
• Minimum one year operations or administrative experience in healthcare preferred
• Must meet federal, state, and local requirements
• Must possess and retain knowledge of federal, state, local and accreditation homecare standards
• Supervisory experience preferred
• Ability to effectively elicit from and provide information to all team members, caregivers and clients using strong communication skills
• Strong understanding of organizational and financial structure
• Strong interpersonal skills and ability to work in a dynamic, fast paced environment
• Strong organizational skills and attention to detail
• Proficiency with computers, including Microsoft Office