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Elite Services
21
ELITE
SERVICES
HOW TO CONTACT US
OUR PASSION
Providing efficient services through process perfection.
All of our services have a detailed and proven process.
WHO WE ARE
OUR
NICHE
Back office services for Home Care companies.
OUR CORE VALUES
All Elite employees share the below qualities, and deliver our product by living according to these values:
OUR
CORE VALUES
OUR SERVICES
- RECRUITING
- COMPLIANCE HR
- CORPORATE SERVICES
- IT AND SUPPORT
- PAYROLL
- ELIGIBILITY
- ADMISSIONS
- CALL CENTER
- CLIENT RELATIONS
OUR
SERVICES
- BILLING
- FINANCE
- ELITE STAFF HR
- CORPORATE COMPLIANCE
- QUALITY CONTROL
- EXECUTIVE SERVICES
- BOOKKEEPING
- DATA ANALYTICS
RECRUITING
- Lead Acquisition
- Implementing Recruiting Techniques
- Strategic Online Posting
- Field Recruiting
- Billboard, Radio, Signage Posting ETC.
- Scheduling Applicants
- Applicant Processing
- Hiring in accordance with state and federal regulations
- PCA/HHA/CNA Training Management
- Curriculum implementation and maintenance in accordance with state and agency requirements
- Orientation Management
- Hiring and familiarizing new aides with agency processes
- Satellite Office Management
- Assisting applicants with applications
- Liaison between other departments and aides
recruiting and you
Recruit aides to staff all cases
Provide training classes for new aides to become certified
Manage satellite offices where aides can pick up forms, supplies, and attend QA meetings
Send out 'New Hire' emails with newly activated aides
hire aides and activate in hhax
hold orientations for aides that explain company policies
Ticketing system: recruiting-support@elitehc.net Recruiting Schedulers: EXT (3*) 0954
AIDE HR
- ANNUAL COMPLIANCE
- Aide Benefit Program
- Caregiver Retention Program
- Aide Insurance Management
- Health Insurance
- Workers Compensation
- Paid Family Leave
- Family Medical Leave
- Disability
- Unemployment
- Liability
- Wage Parity
- Caregiver Management
- Work Letter
- Employment Verification
- Paystub Requests
- Garnishments
- Payroll Deductions
- Jury Duty
- Caregiver Training and Development
AIDE HR and you
Approve eligible aides to be paid for PTO or sick time
ensure that all required paperwork remains in compliance for aides to work
maintain aides status in hhax based on compliance
(active, inactive, terminated)
Help aides remain certified by completing in-service classes annually and as needed
Assist eligible aides to access their benefit cards
able to assist with questions that arise about the hhax app
Ticketing system: HRgroup@elitehc.net Aide hr group: ext (3*) 9991
CORPORATE SERVICES
- Facilities Upkeep
- Maintenance
- Repairs
- New facilities
- Construction management
- Negotiations of leasing agreements
- Moving existing facilities to new locations
- Landlord Communication
- LIAISON FOR ANY ISSUES OR CONCERNS
- vendor communication
- supply VENDOR CONTRACTS
- Mailing
- Gloves
- Timesheets
- Masks
corporate services and you
send gloves to live-in aides
mail timesheets per request
vendor contracts for supplies
ensure office utilities such as heat and electricity are always working
landlord communication and follow up
create Id badges for aides and send out replacements
Ticketing system: support@elitehc.net HELP DESK: ext (3*) 3333
IT AND SUPPORT
IT
- IT Support
- Technological Infrastructure
- Implement Changes
- Technology Advancements
- System and Device Upgrades
- Disaster Recovery Plans
- Evaluate And Implement new IT systems and infrastructure
- Network and Security Safeguard
support and you
CREATE ALL PROFILES AND LOGINS FOR ALL SYSTEMS USED DAILY
NOTIFY YOU WHEN SYSTEMS ARE DOWN OR HAVING DELAYS
ASSIST WITH RESETTING PASSWORDS FOR LOCKED ACCOUNTS
maintain cybersecurity systems to protect PATIENT INFORMATION
HELP WITH ANY DEVICE ERRORS SUCH AS COMPUTER OR PHONE MALFUNCTIONS
RESOLVE ANY CONNECTIVITY ISSUES SUCH AS INTERNET BEING DOWN
Ticketing system: support@elitehc.net HELP DESK: ext (3*) 3333
PAYROLL
- Caregiver Payroll Processing
- Payroll Customer Service
- Resolve Payroll Issues
- Replacement checks
- Missing timesheet information
- Incorrect check amounts
- Coordinate with Agency for any timesheet discrepancies
- Overtime
- Overlapping Visits
- Direct Deposit and Debit Card enrollment
- Online Payroll portal assistance
payroll and you
confirm weekly payroll based on clock in and timesheets
pull pre-billing report to help aides receive correct pay
REMIND AIDES TO ALWAYS PUNCH IN AND OUT CORRECTLY WITH PROPER DUTY CODES
ensure good customer service to resolve all payroll issues (sending
replacement checks when approved)
COUNSEL AIDES ON HOW TO PROPERLY fill out TIMESHEETS
SUBMIT PAY RATE DISCREPANCIES TO COORDINATORS FOR APPROVAL
Ticketing system: PAYROLL@ELITEHC.NET PAYROLL QUEUE: 929-222-8282
ELIGIBILITY
- FOLLOW UP ON REFERRALS
- PROCESS ALL POTENTIAL CLIENT LEADS
- PROVIDE INFORMATION REGARDING HOME CARE SERVICES
- EXPLAIN ELIGIBILITY PROCESS FOR HOME CARE
- COMPLETE ELIGIBILITY PROCESS
- ASSIST POTENTIAL MEMBER WITH CHOOSING A MLTC
- SUBMIT ALL NECESSARY REQUESTS
- CONFIRM MLTC ENROLLMENT & TRANSFER TO ADMISSIONS
- TRANSITION CASES
- GUIDE MEMBER THROUGH ENROLLMENT PROCESS
- REFER CLIENT TO ANOTHER MLTC WHEN NEEDED
- CHECK THAT AUTHS. ARE UP TO DATE
- ENSURE REQUESTS FOR SCHEDULE CHANGES ARE APPROVED
- COORDINATE WITH AGENCY FOR increase, decrease, hold, and discharge
- MONTHLY ELIGIBILITY REVIEW
eligibility and you
pull authorization reports
CONFIRM ALL AUTHORIZATIONS FOR SERVICES ARE confirmed, received and entered
enter increase, decrease, hold, hospitalization, or discharge updates on smartsheet
monthly eligibility review to ensure patient services are still approved
HELP NEW PATIENTS BECOME ELIGIBLE for SERVICES
resolve all authorization issues
Ticketing system: ELIGIBILITY@ELITEHC.NET
ADMISSIONS
- COMMUNICATE WITH VENDORS TO ACCEPT NEW CLIENTS
- PRIVATE PAY SERVICES
- PROVIDE INFORMATION
- SET UP SERVICES
- ACCEPT CLIENTS BASED ON:
- AVAILABILITY OF CAREGIVERS
- history of caregiver
- NEEDS OF CLIENT
- REPEAT CLIENTS
- PATIENT COMMUNICATION TO COORDINATE INITIAL SERVICES
- COLLECT all available information about patient
- COMMUNICATE WITH AIDES TO OFFER CASES
- ENTER PATIENT INFO IN HHAX
- FOLLOW UP WITH START OF SERVICES
- VENDORS AUTHORIZED SERVICES
- AIDE ARRIVES TO FIRST DAY OF CASE
admissions and you
collect all available patient information to best set up services and add to hhax profile
prepare new patients to receive services from the agency
explain company policies and procedures to the patients AND their families
ensure prior to first day of services that a rn is scheduled and the caregiver has all available information about the case
verify services on first day based on aide clock in
assign an aide to the case based on availability, notes, and agency guidance
Ticketing system: ADMISSIONS@ELITEHC.NET
CALL CENTER
- provide support for overflow calls from agencies and operators
- critical listening to solve callers issue, transfer when needed
- confirm intended party is available prior to transferring
- if party is unavailable, send detailed message to the proper employee for follow up
- categorize call urgency and escalate emergency calls as per agency process
- know standard of procedure for departments and agencies
- provide high quality of professionalism and customer service to fully own the calls
call center and you
monitor company faxes and forward to the proper person
assist callers when able or connect them to proper party, send detailed messages when unreachable
receive and forward overflow voicemails left for the operator
send broadcast messages when aides call in for cases
take action to assist emergency callers who cannot reach their desired contact
submit aides supply requests to be mailed out
CALL CENTER QUEUE: ext (3*) 9999
CLIENT RELATIONS
- CLIENT REP. who is responsible to resolve any client issues or questions that arise
- One consistent point of contact
- investigate all claims in entirety
- weekly meetings with agency to have open feedback
- create weekly scorecards for clients to be in the know
- customizable to agency needs
- assist with creating processes to cohesively solve issues between elite and agency
- participate in projects that are bridged between elite and agency
client relations and you
take action with any requested processes to be implemented
ensure cohesion between all parties involved
point of contact to have communication between agency and elite
investigate all complaints and issues between agency and Elite
provide feedback for process modifications upon agency request
own all projects related to agency and Elite interactions
BILLING
- Billing for skilled/non-skilled home care services
- MLTC billing
- Direct Medicaid billing
- LTC billing (pvt pay plans)
- Private pay – out of pocket
- Generate invoices
- Payment posting
- Aging Oversight
- monitoring that claims are paid timely
- accounts receivable
- tracking RECEIVABLES
- COLLECTIONS
- Reporting/ar report
- Per client’s request, can send reports such as invoices generated, claims owed etc.
- Processing denied claims ,revising and resubmitting those claims to the payer
- Answering all inquiries concerning claims
- Unbilling or adjusting claims or visits as necessary
billing and you
monitor requests to investigate underlying cause
assist with billing tickets submitted by coordinators to unbill and adjust visits
communicate with vendors regarding changes with the billing process
generate invoices from visits
ensure timely payment from vendor
adjust and resubmit denied claims
Ticketing system: billing@elitehc.net
FINANCE
- Accounting Service
- Maintain chart of accounts
- Closing of the books
- Recording all accounting transactions
- GAAP standards
- Accounts Payable
- Purchasing process
- Paying Bills
- Monthly and Quarterly reports
- Profit & Loss Statements
- Balance Sheets
- Cash Flow Statements
- Budgets (budgeted vs actual)
- Accounts receivable reports
- Tracking
- Tracking the money flow
- Treasury
- Weekly scorecard with applicable numbers per dept.
ELITE STAFF HR
- Recruiting
- placing ads for open positions
- Filtering resumes
- Complete references
- Schedule interviews
- Send offer letter
- Employee Payroll
- Payroll Issues Resolution
- Hosted Time/PTO
- Off-boarding (termination tasks)
- Maintaining employees’ ADS profiles
- Direct deposit setup and maintenance
- Employee paperwork and insurance
- Staff Unemployment/WC/Disability/PFL paperwork
- Insurance enrollment
- Assist with Insurance questions
- Employment verification letters
- Maintaining employee charts
- Employee On-boarding
- new hire forms
- ads and hosted time accounts
- Benefit Analysis
- Schedules first day of employment
- Ensure that all paperwork is complete
elite staff hr and you
assist with direct deposit set up
post ads and search for resumes for open agency positions
process employee payroll and resolve payroll issues (PTO or sick time)
complete references, offer letters, and schedule new hire's first day
assist employees with signing up for insurance and benefits
maintain employee charts
CORPORATE COMPLIANCE
- Compliance Oversight
- Monitoring new compliance regulations
- updates for changes due to new laws
- HIPAA Compliance Oversight & BAA Execution
- Annual Risk Assessment
- Fraud/Conflict Resolution – Daily Reports
- Compliance Reporting Management
- Annual Training (federal and state required topics)
- monitoring issues on ticketing system
- Ensuring that the correct compliance posters are up in all locations and updated yearly
- Contract management
- Admin tasks
- Researching requirements for anything necessary including new service requests
- Compliance re-credentialing
- External audit assistance
- Complete monthly audits on patient and caregiver charts with agency preference
- Notarizing documents
corporate compliance and you
send updates regarding any new legislation that relates to homecare
provide training for employees for hipaa and corporate compliance laws
ensure all necessary labor law posters are in offices
provide necessary documents to agency during an audit
monthly audits of patients and aides
investigate issues regarding fraud with patients services
Ticketing system: corporatecompliance@elitehc.net
QUALITY CONTROL
- Monthly surveys done in an easy to review manner with questions customized to agency preference for:
- Patient Satisfaction
- Caregiver satisfaction
- Performing monthly audits on agency files using the predetermined agency checklist for the below:
- Client charts
- Employee charts
- Facility audits
- Quality assurance audits
- All audit findings and survey results are sent to whoever the client prefers
- documents and tracks the corrections needed based on audit findings and sends reports to each client with the open corrections
quality control and you
investigate dissatisfaction reasons & presents data to agency
conduct surveys with aides & Patients for agency satisfaction
audit agency charts to ensure complete compliance
Ticketing system: corporatecompliance@elitehc.net
TICKETING SYSTEMS
Elite offers service specific ticketing systems by email that can be used to submit, track status, and resolve any interdepartmental tasks or questions.
PHONE
QUEUES
To better assist agency staff, Elite has phone queues to ensure that you can speak with a representative.
TICKETING SYSTEMS
QUEUE DIRECTORY
EXTENSION
DEPARTMENT
9991
AIDE HR
PAYROLL
929-222-8282
SUPPORT
3333
9999
CALL
CENTER
0954
RECRUITING SCHEDULERS
THANK YOU
FOR WORKING WITH US!
"ENTHUSIASTIC SERVICE PROVIDERS CREATE ENTHUSIASTIC CUSTOMERS"
- RON KAUFMAN -