Staff Coordinator II

Objective:
The Staff Coordinator II is expected to perform a variety of duties in assisting our Staff Coordinator I to ensure optimal coordination of scheduling service for clients. 
 
Primary Responsibilities:

• Reflect the mission and core values of Right Intentions, Inc. (d.b.a. an independently owned and operated Home Instead Senior Care franchise.
• Assist with staffing shifts including call offs.
• Call and confirm next day shifts each day
• Call and confirm schedules on Friday for CAREGivers that have shifts that start from Friday at 5pm until Monday at 12pm
• Identify and implement ways to be “proactive” instead of “reactive”
• Answer each incoming call in a friendly, professional and knowledgeable manner
• Route calls to appropriate party
• Build a culture of the motto “It’s not our fault, but it’s our problem”
• Provide Client Information to CAREGiver upon accepting a shift, Introduction information to admin staff for new CAREGiver/Client introduction, Request to CAREGiver to update expired information    
• Uphold all EEOC Rules and Regulations that govern our business
• Ensure that each CAREGiver is working at their capacity in regards to their availability by utilizing BOSS reports
• E-mail or fax CAREGivers new client information
• Speak with afterhours staff each morning to get update on calls that came in
• Pull up notes each morning to see what calls were taken by afterhours staff
• Assist Staff Coordinator I with responsibilities
• Assist Services Manager with Responsibilities
• Enter and maintain accurate client and CAREGiver Records in BOSS
• Build meaningful and profitable relationships with clients and CAREGivers
• Monitor, mediate, and log both client and CAREGiver activity including phone calls, e-mails, letters, and office visits
• Report any violation of company policies to Services Manager immediately
• Participate in Quality Assurance/Improvement Committee, as requested
• After Care Consultation paperwork is collected, enter all client information into BOSS and complete “New Client Checklist” within 12 hours
• Conduct client/CAREGiver introductions as needed including nights and weekends Maintain regular attendance at the office to execute job responsibilities including entering notes from visits, orientations, and interviews
• Demonstrate open and effective communication with owner, colleagues, CAREGivers,
• Attend and participate in all CAREGiver Meetings.
• Annually complete a minimum of 2 CAREGiver shifts in order to deepen understanding of CAREGiver role
• Have on-call phone responsibilities as designated.
• Other duties as assigned

 
Education/Experience Requirements:

• High school graduate or the equivalent
• One year of related business experience or an equivalent combination of education and work experience may be considered
• Must possess a valid driver’s license

 
Supervisory Responsibilities:
N/A
 
Critical Numbers:

• Client schedules must be scheduled out at least 48 business hours
• Every conversation, e-mail, letter, and/or visit between CAREGivers, Clients, Client Contacts must be documented immediately
• Ability to type at least 50 words per minute

 
Knowledge, Skills and Abilities:

• This position must have an understanding of and uphold the policies and procedures established by Right Intentions, Inc. (d.b.a. an independently owned and operated Home Instead Senior Care franchise)
• Be able to read, write, and speak English
• This position must demonstrate excellent oral and written communication skills and the ability to listen effectively
• This position must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Ability to demonstrate effective interpersonal skills essential as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Ability to organize and prioritize daily, monthly and yearly work
• Ability to establish good working relationships with management, colleagues, clients and CAREGivers
• Ability to sit at a desk and listen effectively for long periods of time on the telephone
• Ability to present a professional appearance and demeanor
• Ability to operate office equipment 
• Must be patient and congenial on the telephone 
• Must have computer skills and be proficient in Word and Excel
• Ability to work evenings and weekends as required

• Ability to perform duties in a professional office setting
• Knowledge of the senior care industry
• Must have your own vehicle, car insurance in your own name, and a valid drivers license
• Must be able to drive self to work