Service Coordinator - Full-time

Home Instead Senior Care® Service Coordinator Job Description LA Homecare, LLC 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 LA Homecare, LLC d/b/a Home Instead Senior Care of LA Homecare, (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.
• 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.
• Work as a team with co-workers, the Care Management Team Leader, Client Service Representatives and Training Coordinator to ensure that clients are receiving the highest quality of care. 
• Communicate identified concerns and health declines to the direct Client Service Team Members and/or the Care Management Team Leader
• Collect and report care management department’s statistics for weekly departmental meeting
• Report quality assurance concerns to Client Services Representatives and/or Care Management Team Leader
• Forward need for formal CAREGiver counseling to the Care Management Team Leader and/or the Human Resource Manager
• Monitor Teletime system for late clock ins and lack of clock ins and call CAREGiver and/or Clients as indicated
• Embrace and follow the 30-day Client Incubator Program
• Schedule CAREGiver introducions for new clients as well as CAREGivers new to existing clients
• Perform weekend office hours and afterhours on-call Care Manager duties on a rotation basis
• 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.

 
Secondary Responsibilities: 

• Correspond with clients on holidays and birthdays
• Participate as needed in all CAREGiver meetings
• Perform any and all other functions and responsibilities deemed necessary

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 of LA Homecare, LLC d/b/a Home Instead Senior Care of LA Homecare, (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 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