On Call Coordinator

Home Instead Senior Care® On Call Coordinator Job Description   Senior Home Care Services d.b.a. Home Instead Senior Care
 
Objective:
The On Call Coordinator is expected to perform a variety of on-call duties.  The Weekend Service Supervisor is expected to work closely with the Service Coordinators in order to provide the highest quality service to clients.
 
 
Primary Responsibilities:                                                                             

• Reflect the core values of Senior Home Care Services, d.b.a. an independently owned and operated Home Instead Senior Care franchise.
• Prior to start of on call shift, review schedule with designated Service Coordinator and become aware of any potential trouble spots that might arise.
• Obtain resources needed for on call responsibilities such as laptop, tablet and/or phone along with any paper resources deemed necessary. 
• Answering each incoming call in a friendly, professional, and knowledgeable manner and respond quickly to their needs. 
• Fill all Client shifts following designated office scheduling processes. 
• Communicate changes in Client Shifts to the Client(s) and CAREGiver(s). 
• Contact backup person when questions arise about clients or CAREGivers that require input
• Fill in on assignments that come open until a replacement CAREGiver is found
• Communicate client and CAREGiver concerns or problems with owner or designated key player. 
• Monitor and log both client and CAREGiver activity and follow up on CAREGiver assignments and client service in the operating system. 
• Field new client & CAREGiver inquiries over the phone in a knowledgeable manner and schedule care consultations
• Create a log of the activities of your shift and communicate that to the designate key player(s).
• Return resources to the office following your shift. 
• Demonstrate open and effective communication with owner, colleagues and CAREGivers
• Ensure Home Instead Senior Care standards are met and upheld

 
Secondary Responsibilities: 

• Participate in quarterly CAREGiver meetings
• Perform care consultations as required
• Perform any and all other functions deemed necessary

 
 
Critical Numbers:

• 100% of calls answered and returned during shift
• Achieve and maintain X% conversion rate
• Maintain at least X% in CAREGiver Utilization  

 
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 Senior Home Care Services, 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 have knowledge of the senior care industry
• 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, monthly and yearly work
• Must be able to establish good working relationships with management, colleagues, franchise owners and their staff
• 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 be able to operate office equipment 
• Must be patient and congenial on the telephone 
• Must have computer skills and be proficient in Word and Excel
• Must be able to work evenings or weekends as required
• must be able to perform duties in a professional office setting