Service Coordinator

Position: Service Coordinator
Job Status: FT
Location: Williamsville, NY
 
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 HJBW Enterprises, LLC (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.
• 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.
• Conduct Service Inquiries following 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.

 
Secondary Responsibilities: 

• Participate as needed in all CAREGiver meetings
• Assist with introductions of CAREGivers to clients
• Perform any and all other functions and responsibilities deemed necessary

 
Critical Numbers:

• Maintain client schedules two-weeks in advance for 85% of our clients.
• Maintain updated and accurate CAREGiver availability and personnel information.
• Pull CAREGiver Productivity report weekly and review those who are used at frequency of 10% or less
• Utilize 85% of CAREGiver availability each week.        
• Monitor CAREGiver overtime and maintain compliance with ACA guidelines

 
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 and be compliant with New York State Motor Vehicle laws and must follow the Policy that pertains to Driver’s License requirements as a condition of employment.
• Complete a criminal background check, DMV check, pre-employment drug screen, 3 professional and 1 personal reference checks

  
Supervisory Responsibilities:

• None

 
Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by HJBW Enterprises, LLC, (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 strict 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 exposure to Microsoft Office software
• 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

 
HJBW Enterprises, LLC, (d.b.a. an independently owned and operated Home Instead Senior Care franchise) is an Equal Opportunity Employer.