THERAMAX GENERAL ORIENTATION MANUAL

Presented by: Diane Cainglet

Who is Theramax Theramax is a PT - owned

staffing company that continues to provide excellent service for pediatric and adult patients in a home health setting. Theramax operates in accordance with Medicare and PT Texas Board rules and regulations.

Theramax Mission Statement

1. To establish a reputable company that will change the public`s negative opinion of home health therapy.

2. To change doctors’ and patients’ preferences of outpatient therapy to home health therapy.

3. To make Theramax the preferred choice of Home Health patient referrals.

4. To create an environment that is productive, conducive for efficiency, and safe for therapists licenses.

5. To ensure the happiness of ALL EMPLOYEES, HOME HEALTH AGENCIES, AND PATIENTS so that this will propagate Theramax now and into the future.

 

Theramax vision statement

We want to be well-known as a respectable therapy company with our customers enthusiastic to use our services, secondary to integrity, professionalism and compassion with patient care.

We strive to make our employees proud to be a part of the Theramax family and to be inspired to be the best that they can be.

To maximize company profits without sacrificing quality of service.

To support an eco-friendly and charitable approach to the community and the rest of the world.

The Theramax advantageWe hire only the best licensed

therapists. Our clients tell us that one thing that sets

us apart from other home health therapy staffing services is our comprehensive screening process which consistently delivers higher quality home health therapy workers. We have our own in-house occupational and physical therapy supervisors that are always ready to assist therapists on the fiel

We have a proven system that will track the status of a patient which dramatically decreases Missed Visits.

 With four (4) years of experience running

Theramax, we have developed a system where  we have counterchecking of all the referrals that come in.  Theramax only assign one agent for each home health therapist and one to each home health agency. In that way, we will not miss any communications regarding the patient.

 

Theramax is a green company.  Theramax strongly supports

environmental friendly programs. We are a paperless company and the little paper that we do use is recycled at our neighborhood recycling outlet. Since our company data base is 100% web-based, most of the Theramax employees are home-based. This saves gas, insurance money, and wardrobe cost. This not only saves our planet earth, but also Theramax employees can spend their commute time with their family.

What is a Home health agency? According to the American Heritage Dictionary of the English Language,

Home is defined as a place where one lives; an environment offering security and happiness; a valued place regarded as a refuge or place of origin; where one was born or has lived for a long period; comfortable and relaxed; at ease.

It's no wonder then that people of all ages want to recuperate or have their final days spent at home.

Home Health Care professionals offer skilled, compassionate services for homebound patients who are having difficulty caring for themselves due to a new or chronic illness or injury. Patients and families feel a sense of comfort knowing that the best available skills, medical equipment and resources are provided to enhance recovery at home.

From the physician to the Home Health Care clinical team to the patient and caregiver, communication is ongoing and seamless. Members of the Home Health Care team start by scheduling a comprehensive patient assessment within 48 hours of a physician referral and then developing an individualized plan of care collaborating with the patient and caregiver under the guidance of the referring and consulting physicians.

What does homebound mean?

Leaving your home isn’t recommended because of your condition

Your condition keeps you from leaving home without help (such as using a wheelchair or walker, needing special transportation, or getting help from another person)

Leaving home takes a considerable and taxing effortA person may leave home for medical treatment or

short, infrequent absences for non-medical reasons, such as attending religious services. You can still get home health care if you attend adult day care, but you would get the home care services in your home.

http://www.medicare.gov/Homehealthcompare/Resources/Glossary.aspx?Choice=A

Who provide Home Health Care?

Companions, Family Caregivers, Home Health Aides, Physicians, Registered Nurses/Licensed Practical Nurses, Respiratory Therapists, Speech Language Pathologists, Medical Social Workers, Occupational Therapists and Physical Therapists.

Who pays for home health visits? (1)Medicare (Part B)-The Medicare program covers the elderly, those

65 and over, and individuals who have been disabled for two or more years.

The patient must meet the following four conditions: A doctor must decide that the patient needs skilled care in the home

and prescribe or order home care, and Must need at least one of the following services: part-time or

intermittent skilled nursing care or physical therapy, speech-language services, and

Must be homebound, and Must receive services from a home health agency that is "certified" (or

approved) by Medicare. Medicare does not pay for: 24-hour per day care in the home. Prescription drugs (with a few exceptions — consult your physician). Meals delivered to the home. Homemaker services like cleaning, laundry and shopping.

Who pays for home health visits (2)Medicaid - Medicaid is a state program designed to provide

necessary health care to low income citizens. Eligibility to receive services under the program is determined based on financial information, which is periodically reviewed.

(3) Older Americans Act-This program provides services for those 60 years and older who have the greatest financial and social need.

(4)Social Services Block Grant Programs - Each year, states receive federal social services block grants for state-identified service needs.

(5)Veterans Administration - The Veterans Administration will cover Home Health Services for specific groups of individuals. These services, to those Veterans who are at least 50% disabled because of a service-related condition, must be authorized by a doctor.

(6)Worker's Compensation- is a special state program developed under each state's worker's compensation laws to provide payment for health care needs of an employee who has an illness or injury that arose from his employment.

(7)Health Insurance Companies- Many commercial insurance companies include home health benefits as part of their health insurance policies.

(8)Private/Self-Pay - Home health services can be purchased privately by a patient using his or her own funds.

Theramax workflow

Theramax Operation Weekly Target Schedules Staffing Coordinator:                         (1)

Staffing Coordinator Daily First 2 Hours of Shift Schedule (8:00 AM to 10:00 AM) 

Quality Assurance Person                           (1) Daily First 2 hours in the morning: Call

therapist for the unconfirmed visits                         (2. Thursday prior to lunch:                                        A. Check all next week scheduled re-

evaluation and discharges                                            -call therapist and coordinate with the

HHA if patient may be needing more therapy                                            -reflect the response of the therapist

and HHA to patient schedule                                           -notify the therapist                                           -document in Kinnser under patient CO

Theramax Operation Weekly Target Schedules Accounting and Payroll Department         Accounting

                       (1) Monday and Tuesday- AM: collection of HHA invoices

                       (2) Monday and Tuesday-PM: timesheet                       (3) Wednesday Noon time- uploading the invoices o Kinnser and sending a Kmail to the HHA

                       (4) Wednesday PM - notify Theramax Administrator the total amount of invoiced patient notes                       (5) Friday-All receipts and other documents inside the accounting live mesh must be recorded in

                          the appropriate software (QuickBooks and Kinnser). All receipts are recorded in QB Online.                       (6) Friday - all therapist and clients issue are taken care and resolve.

Theramax Operation Weekly Target Schedules     Payroll

                      Home-based                      (1) Pay every Friday a week after every 15th day and the end of the month. Deadline of time sheet  9:00AM                           CST the week after the pay period. All time sheet submitted after deadline will be paid on the next pay                            schedule.                                                  Houston Field Therapist and In House Staff                      (2) Pay period every 2 weeks. All notes needs to arrive on schedule time and be paid after 1 week. All late                             notes will be paid next pay period.

Theramax Operation Weekly Target Schedules Marketing and Human Resources Department           Marketing and Human Resources

                                       (1) Friday PM - reports number of clients/prospect and therapist for recruitment contacted, the outcome of the                         call and plan.                   (2) Friday PM -all new contract documents are data entered, save to online server,  endorse to departments                         verbally. Contact information on record must be complete especially company email, fax and name of staffing                        coordinator.                   (3) For Marketing Person, a minimum of 20 calls made in a day, 5 new company interested in a contract, 4                         signed contract in a week                   (3) Reports of follow-up call a week after signing of a contract                   (4) Every Monday, fax /email marketing materials to prospects. Marketing materials may be send by group fax.

Theramax Operation Weekly Target SchedulesHuman Resources

                   (1) Monday AM- review all credentials that will be expired in 15 days.  Verbally and electronically remind them.                    (2)Thursday PM- all requested credentials by the HHA must be fax/email to HHA and verbally confirmed that                        HHA receive the sent documents.                   (3) Follow up therapist that has not fax/email the needed credentials verbally and electronically again.                   (4) Thursday  -All therapy/HHA memo successfully sent.

Theramax Operation Weekly Target SchedulesHouston Employee

                  (1) Daily check the received notes, accompanying time sheet. Scan all documents daily ASAP.                  (2) Daily print communication in "For Printing"  folder located at Main Office Patients Notes for Data Entry of                        Live Mesh Folder.

Theramax Scheduled Reports. This is usually done every Monday of the working

week. Reports are submitted every Friday before 4 pm to the Team Lead for final review.

Accepted Referrals   Refused Referrals Attendance Complaints from Employee and Clients Total Amount of Invoice and Total Number of

Visits Marketing Report Recruitment Report Attendance Complaints from Employee and Clients Suggestions of the Month Agent Telephone Activity Report

What are some examples of programs that Theramaxers useGoogle Earth for mapping the

patient location/addressMetrofax for faxing documents to

the HHA, therapists, MD offices and DME facilities.

PDF exchange viewer is the PDF software commonly used for its several features in regard to Kinnser notes.

What are some examples of programs that Theramaxers use?Primo PDF is the program used to

convert the Kinnser notes into PDF.

Xlite softphone where we can make outgoing calls and receive incoming calls.

How about the important web-based programs we use?Basically we have Kinnser where

therapists can have real time documentation of their visits to the patient. On the side of therapy managers, we can easily communicate with them via Kmail and plot tasks and document communication in accordance with Medicare and Medicaid guidelines as well as HIPAA compliance.

How about the important web-based programs we use?37 signals is where Theramaxers

can interact generally or can have departmental group conversation in compliance with the HIPAA law.

Active PBX is where Theramax agents can see their operator panel to track agents availability and see whether a call has been answered, received or missed.

How about the important web-based programs we use?Lonestar portal is a timekeeping

recordings of an agent daily log in and out. Basic reference of Accounting personnel for payroll checking.

Phone skills and tips Presenting a professional image, both

in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed.

1. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important.

2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.

3. Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break.

4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words.

5. Address the Caller Properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.

6. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you have heard and transcribed the message accurately.

7. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller.

8. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.

9. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.