Role Description Caring Hand Home Health Solutions, Inc’s mission is to provide professional and paraprofessional services to clients in their homes assigning them to achieve the highest level of potential in their day-to-day self-care activities. We are committed to providing high quality, multidisciplinary care by professionals who recognize the need for comprehensive assessment of needs from both the client and professional’s point of view. Our mission is to ensure a smooth transition for patients returning home from medical facilities by offering expert guidance throughout their recovery journey. As a Registered Nurse with Caring Hand Home Health Solutions, you will play a key part in ensuring the accuracy and quality of clinical documentation, helping our patients receive the right care at the right time. You’ll collaborate closely with clinical staff, contribute to quality improvement initiatives, and help uphold our commitment to regulatory compliance. Please note that this role is per diem with a rate of $110 - $130 per visit. Responsibilities - Review OASIS assessments for completeness, appropriateness, and compliance with federal and state regulations. - Ensure accurate ICD-10 coding and sequencing based on each patient’s medical condition and co-morbidities. - Partner with clinical staff to resolve documentation and data integrity issues. - Monitor visit utilization and flag potential financial risks or underutilization to clinical management. - Identify and communicate trends that impact agency outcomes and process measures. - Conduct OASIS inter-rater reliability visits with clinical team members. - Participate in Quality Improvement and Corporate Compliance activities. - Stay current with best practices through ongoing education and professional development. - Perform other duties as required for patient services. Qualifications - Active Californian RN license in good standing. - 1–2 years of clinical home health experience. - Working knowledge of OASIS assessments and ICD-10 coding. - Knowledge of federal regulations and state licensure requirements. - Strong communication skills and a keen eye for detail. - Ability to work independently and manage priorities with minimal supervision. - Proficiency with computer systems and electronic health records. - Current CPR certification with AHA. - Valid driver’s license, reliable insured vehicle. Nice to Have - OASIS certification (COS-C). - OASIS Home Health ICD-10 coding certification. Benefits - Flexible Schedule - Ability to Convert to Full-Time Based On Performance If Interested - Paid Sick Days - Paid Bereavement Leave - Skills Training & Development - Company Social Events - Mileage Reimbursement for Patient to Patient Visits - Referral Bonus

• Serve as a primary contact for members by delivering personalized, accurate information and guidance through a variety of communication channels • Facilitate a seamless member experience by answering product-related questions, resolving transactions, and improving understanding of available offerings • Conduct research and problem-solving to address client issues, ensuring timely follow-up and resolution • Provide technical, procedural, and operational support while adhering to established policies and service standards • Use de-escalation techniques, performance monitoring tools, and customer feedback to enhance service quality and meet Contact Center performance metrics • Ability to work 9:30am-6pm PST is required for this role

• Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated • Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy. • Make outbound calls to pharmacies on behalf of the patient when needed • Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound • Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills • Utilize electronic medical record platform to send requests and updates to field care teams • Document clear and precise information into applicable electronic platforms • Capture and document all patient requests prior to ending the call • Monitor the CareReq queue to ensure the completion of any open requisitions • Arrange transportation for center visits • Schedule off-cadence or requested patient appointments • Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns • Execute prescription requests according to up-to-date process standards and policies • Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected • Meet and exceed departmental metrics; stay informed of changes and updates to department metrics • Responsible for maintaining licensure and certification • Complete all Continuing Education expectations • Other duties as assigned

Role Description The Contact Specialist role is a part of the Physicians Services, Enterprise Contact Center within Bon Secours Mercy Health. Under the leadership of the Enterprise Contact Center Team, the Patient Engagement Specialist role is responsible for providing exceptional customer service while scheduling patients. This role is critical to the organizational success of providing a white glove patient experience with patient safety being a priority. - Primarily supports inquiries for: registration, general information, clinical connection, work queue and messaging. - Acts as first point of contact for inbound and outbound patient care inquiries and requests by omni-channel center. - Leverages CRM to perform front-line customer support and resolves most issues and utilizes critical thinking to determine what customer inquiries require. - Organizes work/resources to accomplish objectives. - Participates in Peer mentor/mentee program. - Proactively communicates issues or potential issues involving patient care and process improvement opportunities to your supervisor. - Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information. - Meets productivity requirements to ensure excellent care is provided to patients. - Maintains stable performance under pressure and handles stress in ways to maintain relationships with patients and co-workers. - Maintain satisfactory attendance and punctuality as set forth by BSMH and department policies. - Must be able to work with minimal supervision. Qualifications - High School Diploma or GED. College experience preferred. - 1-2 years of customer service experience required. - Contact Center experience preferred. - Medical terminology preferred. - Critical Thinking and problem-solving skills required. - Active listening skills required. - Prior healthcare experience preferred. - Medical insurance experience is a plus. - Solid computer knowledge and skills, including the ability to navigate complex systems and ability to troubleshoot is required. - Ability to multi-task required. - Excellent written and verbal communication skills, including spelling and grammar required. - Previous experience using EPIC, Salesforce or other customer relationship management software preferred. Benefits - Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible). - Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts. - Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders. - Tuition assistance, professional development and continuing education support. - Benefits may vary based on the market and employment status.