Service Coordinator-Litchfield Office - Full-time

Home Instead Senior Care® Service Coordinator Job Description   Best Senior Care, Inc. d/b/a Home Instead Senior Care
 
Objective:
The Service Coordinator is expected to perform a variety of duties in the coordination of scheduling service for clients.  The Service Coordinator is responsible for scheduling clients and CAREGiversSM in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships.
 
Primary Responsibilities:                                                                             

• Reflect the values of Best Senior Care, Inc. (d.b.a. an independently owned and operated Home Instead Senior Care franchise).
• Answer incoming calls in a friendly, professional and knowledgeable manner.
• Create and maintain client and CAREGiver schedules with an emphasis on creating high quality matches and the development of extraordinary relationships.
• Monitor, mediate, and log all client and CAREGiver activity utilizing the software system.
• Follow up with all client and CAREGiver issues to ensure their problems are resolved.
• Enter and maintain accurate client and CAREGiver records in the software system, including client on-boarding.
• Increase client loyalty to Home Instead Senior Care by utilizing the consultative sales process to better meet our current client needs.
• Follow up and communicate CAREGiver and client issues to ensure problems are resolved.
• Design, test and implement a responsive contingency plan that ensures 100% maintenance of Service Hours.
• Recognize and capture opportunities to increase service hours in scenarios to enhance and/or increase quality care.
• Field new client inquiries over the phone in a knowledgeable manner, enter the information into the software system and work with team to communicate and prepare for the Care Consultation using the consultative sales process.
• Maintain regular attendance at the office to execute job responsibilities
• Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Process and coordinate Long Term Care insurance paperwork for those clients with this coverage to ensure timely payment to our clients.
• Conduct Quality Assurance visits to verify CAREGivers are meeting client expectations and assess client needs and satisfaction.
• Perform week-end on-call duties from 4:30 pm Friday to 8:00 am Monday on alternating weekends including, but not limited to, the following:
  • Answer all incoming phone calls and respond to them, as needed
  • Communicate with clients and CAREGivers as changes arise regarding services
  • Document in software system all messages and phone calls
  • Communicate a written on-call report to be emailed to the office staff documenting the events during the on-call period
  • Find coverage for unassigned shifts
  • Be prepared, in emergency situations, to perform CAREGiving duties for our clients until a CAREGiver is available

• Perform CAREGiver introductions on their first shift with a client.  These duties are shared with all office staff, but the Service Coordinator is responsible for arranging the introduction whoever is scheduled to perform them.
• Field employment inquiries from prospective CAREGivers and arrange for them to apply either on-line or via paper application.
• Upkeep the office general appearance to make it an inviting place for clients, prospective clients, CAREGivers, applicants and other visitors.

 
Secondary Responsibilities: 

• Participate as needed in all CAREGiver meetings
• Perform any and all other functions and responsibilities deemed necessary
• Conduct Care Consultations (when needed) with prospects to persuade them to sign up for services.
• Perform office support, as needed
• Upkeep the office general appearance to make it an inviting environment
• Inter-office travel may be required (compensation will be provided for this travel).
   
  Education/Experience Requirements:
• High school graduation 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

 
Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by Best Senior Care, Inc. d.b.a. an independently owned and operated Home Instead Senior Care franchise)
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Must be able to work under stressful situations that may arise from pressure of filling shifts
• Must demonstrate creativity in resolving scheduling issues to meet client expectations
• Must demonstrate conflict resolution skills to resolve CAREGiver and/or client conflicts
• Must demonstrate effective interpersonal skills 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
• Must have the ability to organize and prioritize daily, quarterly, monthly and yearly work
• Must have the ability to establish good working relationships with the franchise owner, office colleagues, clients and CAREGivers
• Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone
• Must present a professional appearance and demeanor
• Must have the ability to operate office equipment
• Must be patient and congenial on the telephone
• Must have computer skills and be proficient in Word and Excel
• Must have the availability to work evenings and weekends as required
• Must have the ability to perform duties in a professional office setting
• Must demonstrate knowledge of the senior care industry
   
  Your employer is Best Senior Care, Inc., (d.b.a. an independently owned and operated Home Instead Senior Care franchise). Your employer is not Home Instead, Inc. This job description does not create an employment contract, nor imply it. Employment with your employer remains at will.