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ConservCare, Inc. Employee Handbook Back to Course Index

August 2022

ConservCare Employee Handbook

Table of Contents
Welcome 
Introduction 
History of ConservCare 
Vision Statement 
Mission Statement 
General Employment Policies and Practices 
Your Employment Relationship with ConservCare
Equal Employment Opportunity
Recruitment and Hiring 
Employment Process 
Employee Classification ……………………………………………………………………..7
Immigration Law Applicable to All Employees …………………………………………8
Competence Assessment……………………………………………………………………8
Background Checks and Drug Testing …………………………………………………..8
Orientation and Training…………………………………………………………………….9
Introductory Period …………………………………………………………………………..9
Promotions and Transfers…………………………………………………………………..10
Employment Verifications …………………………………………………………………..10
Credentials ……………………………………………………………………………………..11
Employment of Family and Friends……………………………………………………….11
Rehiring of Former Employees …………………………………………………………….11
Conflict of Interest and Outside Work……………………………………………………12
Falsification of Documents and Fraud ……………………………………………………12
Receiving Business Gifts …………………………………………………………………….13
Policies Regarding Illness …………………………………………………………………..13
Anti-Discrimination, Accommodations, and Harassment ………………………14
Discrimination is Prohibited…………………………………………………………………14
Americans with Disabilities Act…………………………………………………………….15
Disabled Defined………………………………………………………………………………15
Accommodating Customers with Disabilities……………………………………………15
Reasonable Accommodation ……………………………………………………………….16
Religious Accommodations …………………………………………………………………16
Workplace Harassment and Intimidation ……………………………………………….17
Sexual Harassment …………………………………………………………………………..18
Policy against Bullying Behavior at Work………………………………………………..18
Whistleblower Protection ……………………………………………………………………19
Procedures for Reporting and Investigating Harassment or Bullying …………….22
Penalties for Violation of Anti-Harassment Policy……………………………………..23
Supervisor’s Responsibilities………………………………………………………………..23
ConservCare Employee Handbook | Updated 8/2022
Workplace Behaviors and Responsibilities…………………………………………..24
Appropriate and Healthy Workplace Behavior………………………………………….24
Inappropriate and Unacceptable Workplace Behavior ……………………………….25
Management Responsibility ………………………………………………………………..27
Employee Responsibility …………………………………………………………………….27
Compensation Information ………………………………………………………………..28
Payroll Practices……………………………………………………………………………….28
Pay Period ………………………………………………………………………………………28
Salary Deductions and Withholding ………………………………………………………29
Errors in Pay……………………………………………………………………………………29
Compensation Administration………………………………………………………………30
Direct Deposit………………………………………………………………………………….30
Performance and Salary Review…………………………………………………………..30
Hours of Work …………………………………………………………………………………..31
Business Hours ………………………………………………………………………………..31
Shift Assignments and Schedules …………………………………………………………31
Overtime Hours ……………………………………………………………………………….31
On Call…………………………………………………………………………………………..32
After Hours Availability ………………………………………………………………………33
Time Reporting………………………………………………………………………………..33
Exchanging Shifts……………………………………………………………………………..33
Attendance, Absences, and Punctuality ………………………………………………34
Employee Benefits……………………………………………………………………………..35
Benefits Overview …………………………………………………………………………….35
Group Insurance ………………………………………………………………………………35
Current Policy Types Offered ………………………………………………………………36
Open Enrollment………………………………………………………………………………37
Special Enrollment ……………………………………………………………………………37
Late Applicants ………………………………………………………………………………..37
Benefit Contributions…………………………………………………………………………38
Employee Bonus Program…………………………………………………………………..39
Holiday Bonus………………………………………………………………………………….39
Simple IRA Plan ……………………………………………………………………………….39
Social Security …………………………………………………………………………………40
Workers’ Compensation Insurance ……………………………………………………….40
Insurance Against Unemployment………………………………………………………..40
Continuation of Health Coverage (COBRA)……………………………………………..41
Holidays, Paid Time Off (PTO), and Other Leaves…………………………………42
Holiday Pay …………………………………………………………………………………….42
Unscheduled Closings………………………………………………………………………..43
Paid Time Off (PTO)………………………………………………………………………….43
Requesting PTO ……………………………………………………………………………….44
Changes in Status …………………………………………………………………………….44
PTO Accrual…………………………………………………………………………………….45
PTO at Separation…………………………………………………………………………….45
PTO and Leave of Absences………………………………………………………………..45
Leaves of Absence ……………………………………………………………………………46
Civil Air Patrol Leave …………………………………………………………………………46
Family and Medical Leave of Absence……………………………………………………47
Florida Crime Victim Leave …………………………………………………………………48
Medical Leave………………………………………………………………………………….48
Bereavement Leave…………………………………………………………………………..48
Civic Duty Leave ………………………………………………………………………………49
Military Reserve or National Guard Training Leaves ………………………………….49
Military Leave ………………………………………………………………………………….50
Personal Leave ………………………………………………………………………………..50
Office Environment ……………………………………………………………………………51
Workspace ……………………………………………………………………………………..51
Break Room…………………………………………………………………………………….51
Office Equipment ……………………………………………………………………………..52
Organizational Assets ………………………………………………………………………..52
Telephones……………………………………………………………………………………..53
Personal Electronic Devices…………………………………………………………………54
Smoking…………………………………………………………………………………………54
Parking…………………………………………………………………………………………..54
Weapons ………………………………………………………………………………………..55
Office End of Day Procedures ……………………………………………………………..55
ConservCare Employee Handbook | Updated 8/2022
Security and Information Protection…………………………………………………..56
Security Procedure for Office Access …………………………………………………….56
Staff Search and Security Policy …………………………………………………………..56
Visitors in Our Office …………………………………………………………………………57
Roles within the Organization ……………………………………………………………..57
Risk Management …………………………………………………………………………….60
Personnel Records ……………………………………………………………………………62
Limited Disclosure…………………………………………………………………………….62
Collection of Information ……………………………………………………………………63
Use of Personal Information ……………………………………………………………….63
Safeguarding Social Security Numbers…………………………………………………..64
Confidential Information…………………………………………………………………….65
Data Classification…………………………………………………………………………….66
Data Handling………………………………………………………………………………….67
Development of Software …………………………………………………………………..69
Operations Security…………………………………………………………………………..70
Access Control Policy…………………………………………………………………………74
Incident Reporting ……………………………………………………………………………79
Employee Privacy……………………………………………………………………………..82
Communication and Identification ………………………………………………………..82
Security of Personal Information ………………………………………………………….82
General Information ………………………………………………………………………….84
Non-Solicitation Information ……………………………………………………………….84
Non-Compete Information ………………………………………………………………….84
Out of Office Business ……………………………………………………………………….84
Business Continuity and Disaster Recovery …………………………………………….85
Problems and Complaints …………………………………………………………………..85
Internet Access………………………………………………………………………………..86
Social Media ……………………………………………………………………………………87
Right to Monitor……………………………………………………………………………….87
Electronic Communication…………………………………………………………………..88
Responsibilities and Obligations …………………………………………………………..91
Violation of this Policy ……………………………………………………………………….91
Confidentiality of Electronic Mail…………………………………………………………..91
Drug-Free Workplace ………………………………………………………………………..92
Substance Abuse ……………………………………………………………………………..92
Safety and Accident Rules ………………………………………………………………….95
Driving Policy…………………………………………………………………………………..96
Workplace Violence Prevention Policy……………………………………………………97
Promotional Material …………………………………………………………………………97
Distribution and Solicitation ………………………………………………………………..97
Non-fraternization Policy…………………………………………………………………….98
Environmental Policy …………………………………………………………………………98
Corporate Credit Cards and Charge Accounts………………………………………….99
Expense Reimbursement Submission and Processing………………………………..99
Personal Automobile Usage ………………………………………………………………..99
Dress Code and Public Image……………………………………………………………..100
Operations Personnel ………………………………………………………………………..100
Sales and Marketing Personnel ……………………………………………………………100
Unacceptable at Any Time ………………………………………………………………….101
Dress Code Violations Procedures ………………………………………………………..101
Company Spirit Day ………………………………………………………………………….102
Fitness Friday ………………………………………………………………………………….102
Separation of Employment …………………………………………………………………103
Voluntary Termination……………………………………………………………………….103
Involuntary Termination …………………………………………………………………….103
Guidelines for Layoff and Recall …………………………………………………………..103
Expectations and Corrective Action…………………………………………………….104
Discipline and Rules of Conduct …………………………………………………………..104
Policy …………………………………………………………………………………………….104
Job Performance………………………………………………………………………………104
Misconduct ……………………………………………………………………………………..105
Attendance ……………………………………………………………………………………..105
Corrective Action Procedure………………………………………………………………..106
Exit Interview ………………………………………………………………………………….106
ConservCare Employee Handbook | Updated 8/2022
Travel Policy ……………………………………………………………………………………..107
Purpose and Scope …………………………………………………………………………..107
Reimbursable Expenses ……………………………………………………………………..108
Non-Reimbursable Expenses……………………………………………………………….108
Accommodations………………………………………………………………………………109
Airline Travel …………………………………………………………………………………..110
Transportation …………………………………………………………………………………111
Automobile Allowance ……………………………………………………………………….111
Parking…………………………………………………………………………………………..111
Meals During Business Travel………………………………………………………………111
Entertainment and Business Meals ……………………………………………………….112
Payment Methods …………………………………………………………………………….112
Expense Reimbursement Processing……………………………………………………..113


It is a pleasure to welcome you to the ConservCare Team!
Each of our employees is a vital part of an incredible team. We believe an organization’s best resource is its people, and this is especially true of healthcare organizations. You are important; as an individual, as a member of the department you were hired to work in, and as a part of the greater ConservCare team. Our mutual success depends on a coordinated performance by each member of our organization.

We hope you will enjoy working with our patients, our clients, our partners, and the rest of the ConservCare staff who are responsible for the many activities and functions of our organization. ConservCare strives to provide a pleasant working atmosphere to promote efficiency and congeniality. Your cooperation in making this a business of which we can all be proud is appreciated.

As ConservCare continues to grow, our desire is that you experience growth with us and in your career. We hope that your experience here will be challenging, enjoyable, and rewarding.

TEAMWORK
Coming together is a beginning, keeping together is progress, working together is success.
– Henry Ford


INTRODUCTION
This handbook is intended to help you get acquainted with ConservCare. It has been prepared to outline some of our policies, procedures, and philosophies. This handbook is intended to provide you with information about our employment practices, beliefs, and other general information. We hope it will serve as a useful tool throughout your employment at ConservCare. This handbook is not a contract.

Please understand that it is not intended to be a contract (expressed or implied), nor is it intended to create any legally enforceable obligations on the part of ConservCare or its employees. This handbook supersedes and replaces all previous personnel policies, practices, and guidelines.

Because ConservCare is a growing and changing organization, it reserves full discretion to add, modify, or delete provisions of this handbook, or the policies and procedures on which they may be based, at any time without advance notice. For this reason, we urge
you to check with your supervisor to obtain current information regarding the status of any policy, procedure, or practice. No individual other than the President of ConservCare has the authority to enter into any employment or other agreement that modifies
ConservCare policy.

Both you and ConservCare have the right to terminate your employment at any time, with
or without advance notice and with or without cause. Discharge is at management’s
discretion. This is called “employment at will,” and no one other than the President of
ConservCare has the authority to alter this arrangement, to enter into an agreement for
employment for a specified period, or to make any agreement contrary to this policy.
Furthermore, any such agreement must be in writing and signed by the President of
ConservCare.
ConservCare Employee Handbook | Updated 8/2022 Page | 3
HISTORY OF CONSERVCARE
ConservCare, Inc. is a privately held, for-profit Florida corporation with its corporate
headquarters located in Orlando, Florida. It was founded in December of 1990, by
Michele Hand, the company’s current President. When ConservCare was founded, the
market was made up primarily of local providers offering single or extremely limited
services who marketed their products and/or services directly to the clinicians/physicians
by focusing on quality service and care.
Two major market trends began to emerge; 1) a shift in the marketing efforts from the
clinician prescribing the products/services to the payor sources responsible for paying for
the products/services and 2) the need for greater efficiencies which could be created by
a provider who was to be able to offer a single source option for multiple home care
products and services.
The market began to be vastly divided between providers at opposite ends of the
cost/service spectrum. At one end, some providers were focused only on quality care
with little or no regard to costs. At the other end, some providers were focused only on
cost savings with little or no regard to service. We, at ConservCare, felt there was a need
for balance and set out to be that solution. Inasmuch as rising health care costs were,
and continue to be, a problem, attention had to be focused on the dollars spent on the
products and services provided but not at the expense of quality service and care.
Responding to this need is how we selected our name. “Conserv” reminding us that we
have an obligation to maximize the dollars being spent. We do this by offering
competitive prices combined with a variety of effective cost containment solutions.
“Care” reminding us that we have an obligation to always provide quality service and
care to the patients that are entrusted to us and to our clients. We are always striving to
deliver those products and services with stellar customer service and attention to detail.
Additionally, the marketplace needed a provider that was truly full service – a single
source for all home care products and services. Long before this became an industry
standard, ConservCare offered this single source convenience.
Simply put, the marketplace needed a single source, high quality, competitively priced,
solutions oriented, outcomes driven, customer focused, ancillary service provider.
is that provider.
ConservCare Employee Handbook | Updated 8/2022 Page | 4
VISION STATEMENT
To be the best choice for ancillary products and services while accomplishing creative and
appropriate cost savings for our clients.
MISSION STATEMENT
To provide extraordinary customer service to the patients, clients, and organizations we
have the opportunity to work with.
To generate cost savings for our customers by offering competitive pricing and thinking
about each case looking for opportunities to offer savings through creative solutions.
To treat our employees as individuals and engage their hearts and minds in such a way as
to inspire exceptional performance.
To develop a seamless, national network of quality care partners working together to
deliver competitively priced unparalleled patient care.
To provide consistent growth through sound financial decisions, investment in our human
resources, and sharing of our successes.
We aspire to work together to not only do things right but to also do the right things