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The Care Experience Manager Intern (CEMI) is accountable for building relationships with and meeting the needs of our clients and care givers by communicating and collaborating on a regular and timely basis with clients and direct care team members to maintain the highest level of care coordination, continuity of care, and employee satisfaction. The Intern will participate in the identification and onboarding of direct care team members. The CEMI assists the Care Experience Manager (CEM) to build a caseload throughout the internship while developing the necessary skills to manage a caseload independently. The CEMI will focus on consistently delivering expected services, as demonstrated by their ability to meet or exceed all established metrics.
Thrive Skilled Pediatric Care’s purpose is simple, to provide high quality clinical home care to medically fragile children so they can grow and flourish to their full potential. We deliver this through our commitment to our purpose, our passion for what we do, and our pride in contributing to the health and wellbeing of children and their families.
REQUIREMENTS:
- Enrolled in final year of a Bachelor's degree program.
- Self-motivated and proven ability to deliver on expected results.
- Proven track record of assuming additional responsibilities.
- Proven customer service experience.
- Demonstrates a systematic approach to completing projects/tasks in a timely and organized manner.
- Demonstrates the ability to collaborate with team members and clients every day.
- Experience solving problems and building relationships while navigating difficult situations.
- Demonstrates success in building relationships with a broad range of people.
- Dynamic interpersonal and communication skills.
- Proficient with MS Office (Word, Excel, Outlook, PowerPoint) and other systems.Â
- Communicates staffing needs to the Talent Acquisition Team in a timely manner.
- Seeks and engages in opportunities to attract direct care team members; sourcing, employee referrals, local job fairs, etc. to successfully fill the needs of open cases.
- Utilizes Thrive SPC's applicant tracking system for candidate management.
- Works with Talent Acquisition Team to schedule interviews. Interviews and hires direct care team members.
- Engages with candidate through onboarding process to maintain relationship.
- Assists the Onboarding Specialist and Care Experience Manager, when necessary, with any onboarding requirements.
- Utilizes strategic staffing methods to optimize the care coverage for all patients and direct care team members, including communication of all schedule changes, ensuring patients are staffed to meet the patient/guardian’s needs with an appropriately skilled clinician, and within insurance authorization.
- Prepares and distributes the patient/direct care team member schedule. Performs initial review of schedules for productivity/geographic issues.
- Completes daily and weekly pre-bill audits to ensure proper payor utilization and appropriate staffing per payor authorizations, and processes payroll.
- Retain and engage direct care team members by creating an employer of choice experience.
- Proactively communicates with clients and direct care team members to discuss needs and/or concerns. Documents communications per Thrive SPC’s SOP.Â
- Informs location director or designee of emergency or problem situations, especially clinical, safety, or compliance concerns.
- Process all transactions related to employee status changes and terminations.
- Responsible to ensure personal files are up to date and accurate for direct care team members.
- Distribute and compile satisfaction surveys sent to clients, physician, and employees.
- Conduct home and/or hospital visits with Clinical Supervisors and or Area Manager as needed.
- Â Completes location reports as needed.
- Navigate Thrive SPC’s EMR system in a proficient and effective manner.
- Â Assists with all incoming calls; taking messages, routing appropriately, and addressing client/direct care team member needs as per Thrive SPC Policy and Procedure manual.
- All other duties as assigned.Â
Thrive Skilled Pediatric Care provides care to children who most need it, in the place that is best for them and their families – home. We offer a full range of clinical home care services and work collaboratively to ensure our patients receive the highest quality care for the best possible outcomes. Thrive SPC team members work in a rewarding, supportive and values-driven environment, with comprehensive benefits and best-in-class development programs designed to advance their careers.
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