Office Assistant/Scheduling Coordinator

Customer Care Scheduling Coordinator
 
Objective:
The Customer Care Service Coordinator is expected to perform a variety of duties in the coordination of scheduling service for our clients and Caregivers in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships for our Home Instead Senior Care office.
 
Primary Responsibilities:     

• Reflect the values of (Ultimate Senior Care, Corp), (d.b.a. as Home Instead Senior Care)                                                               
• Answer incoming calls in a friendly, professional and knowledgeable manner.
• Field new client inquiries over the phone in a knowledgeable manner.
• Coordinate caregiver schedules on a daily basis with an emphasis on creating high quality matches/extraordinary relationships.
• Correct Caregiver hours from the ClearCare/tracking system and assure that the information is correct.
• Monitor, mediate, and log both client and caregiver activity and follow up on caregiver assignments and client service
• Coordinate and maintain monthly client schedules in the ClearCare software system.
• Keep our tracking system up to date everyday and enter into the all information into our ClearCare software system.
• Enter and maintain accurate client and caregiver records in the software system.
• Maintain regular attendance at the office to execute job responsibilities
• Share in office on-call rotation.
• Demonstrate open and effective communication with the franchise owner, colleagues,  caregiver  and clients and the community.
• Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Ensures the clients are satisfied with their current home health caregiver, taking complaint and incident reports as needed and reporting to Human Resources.
• Manages/Assigns/Maintains/Monitors/Communicates scheduling and schedule changes for all unskilled services - Caregiver to Client.
• Manages and appropriately handles all "call offs" or "no call no shows" by immediately contacting the client and reassigning to different field staff member for that visit 
• Assure that each caregiver has the appropriate information for the clients on their assigned schedule.
• Assist with Caregiver introductions to new clients.
• Reporting any and all client changes to appropriate staff.
• Assisting applicants with applications and reference checks.
• Checks compliance of visits and communicates changes/updates with appropriate groups
• Communicates, documents and informs proper parties of any patient hospitalizations.
• Participates in daily coordination meeting with Human Resources Team.
• Provides daily and weekly reports to Interoffice staff team meetings
• Works to develop a positive rapport with all staff members and community resources
• Maintains high visibility/availability while in office
• Returns all calls and/or voicemails within the business day it was received.

 
Secondary Responsibilities: 
 

• Assist in maintaining a complete Client Service Schedule
• Participate, contribute,and engage in  caregiver and office team meetings
• Perform any and all other functions and responsibilities deemed necessary
• Participate in J.D. Power and Associates Associate Satisfaction Survey

Education/Experience Requirements:

• Minimum of a high school graduation with one year of related business experience or an equivalent combination of education and work experience may be considered
• College graduate preferred with computer skills, business or Heath related field of study
• Must possess a valid driver’s license
• Microsoft Office, Microsoft 365/Outlook, and Facebook skills are required
• Prefer 2 years home care experience, but can train the right candidate

  
Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by the company
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain client confidentiality and meet deadlines
• Must have the ability to learn our Client and Caregiver software system called ClearCare.
• Must have the ability to handle last minute situations such as a call off independently using your critical thinking skills
• Must have the ability to establish good working relationships with the owner, office colleagues, clients and caregivers 
• Must have the ability to multi-task, answer phone calls, set appointments and document well.
• Must demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills
• Must have the ability to organize and prioritize daily, quarterly, monthly and yearly work
• Must be able to manage caregivers request off, vacation time for caregivers
• Must have the ability to sit at a desk and listen effectively on the telephone
• Must have the ability to 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 and Outlook
• Must have some flexibility in schedule occasionally as needed
• Must possess positive, enthusiastic attitude, good customer service skills, and professional appearance.

 

Job offer: 35-40 hours per week Full-time


Only applicants with complete resumes' will be considered

Each Home Instead franchise is independently owned and operated.