Operations Coordinator – Visits

The Operations Coordinator-Visits is responsible for developing and managing relationships with assigned clients and field staff to more quickly resolve challenges and address concerns. The Operations Coordinator-Visits oversees all non-clinical aspects of the provision of care that includes the review and acceptance of SNV referrals, collaboration surrounding approved and/or denied benefits, and the management of communication between clients, field staff, and office personnel. The core focus of the position is to ensure client satisfaction and increase client retention. This position reports directly to the Clinical Supervisor-Visits.

Duties and Responsibilities

• Demonstrate a working knowledge of skilled nursing services, including understanding deficits, diagnosis, and associated vocabulary.
• Collect and document referral information, effectively communicating needs during staffing meetings to engage services for the client. Resolve barriers to service initiation.
• Troubleshoot authorization and client family needs, determining feasibility and financial responsibility for skilled nursing services.
• Coordinate admission prior to skilled nursing evaluation with the client's caregiver
• Understand and collaborate on family dynamic concerns with clinicians or clients, aiming to maintain a positive work environment for staff and clients.
• Coordinate services with external providers and offer support to families seeking services within MGA and beyond those provided by MGA Homecare.
• Establish effective communication and utilize critical thinking to be the primary point of contact for all non-clinical issues between clients, field staff, and office personnel.
• Build strong relationships with clients/families by understanding staffing needs and clinician preferences, ensuring appropriate staff placement.
• Set realistic expectations with clients regarding MGA’s service capabilities.
• Log non-clinical client and field staff complaints in accordance with MGA policy.
• Collaborate with the recruiting team and SV Clinical Supervisor to address long and short-term staffing needs.
• Demonstrate working knowledge of payer source requirements, including Medicaid, and MGA-specific software systems.
• Communicate and escalate client and field staff issues to management according to MGA Policy.
• Provide customer service oriented towards field staff and patients.
• Play a key role in the referral to admission process.
• Obtain initial and ongoing authorizations.
• Place initial "welcome call" to new patients/families and verify key information.
• Follow up with field staff and family/patient at key intervals to improve client satisfaction
• Correct date/time errors for visits in Kantime.
• Follow up on unsubmitted schedules, productivity monitoring, and tracking.
• Validate payroll information for accuracy.
• Participate in leadership meetings as required.
• Assign consents for SOC visits, review for completion, and upload into Kantime once complete.
• Nurse Retention: Know and track each nurse's preferred work location, hours, and compensation.
• Travel to other offices as appropriate for professional development and training purposes