Service Coordinator - Full-time

Home Instead Senior Care® Service Coordinator Job Description Atkins Elder Care 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 Atkins Elder Care LLC, (d.b.a. an independently owned and operated Home Instead Senior Care franchise).
• Understand and utilize the consultative sales process effectively when working with clients and CAREGivers.
• Answer incoming calls in a friendly, professional and knowledgeable manner.
• 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.
• Coordinate CAREGiver schedules on a daily basis with an emphasis on creating high quality matches/extraordinary relationships.
• Monitor, mediate, and log both client and CAREGiver activity and follow up on CAREGiver assignments and client services
• Available some nights and weekends to answer after-hours phone calls.  
• Coordinate and maintain monthly client schedules in the software system.
• Enter and maintain accurate client and CAREGiver records in the software system.
• Maintain regular attendance at the office to execute job responsibilities
• Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers and clients.
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

 
Secondary Responsibilities: 
 

• Assist in maintaining a complete Client Service Schedule
• Participate in CAREGiver meetings
• Perform any and all other functions and responsibilities deemed necessary
• Participate in J.D. Power and Associates Satisfaction Survey
• Maintain accurate CAREGiver availability information.       
• Increase client loyalty to Home Instead Senior Care by utilizing the consultative sales process to better meet our current client needs.
• Analysis of after hour call’s to determine areas of improvement with staffing.
  1. Current Data:  how many (avg.), reason for call. Determine type of calls that can be reduced with more effective staffing.
  2. Goal:  Establish a reduction of calls related to scheduling issues (measurable and specific).
• Communicate CAREGiver and Client issues/opportunities to key stakeholders.
• 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/increase quality care.

 
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