Service Coordinator/Scheduler

Lammers Enterprises, Inc. 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:

• 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.

• 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.

• Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members.

• Maintain regular attendance at the office to execute job responsibilities

• Occasional remote/on call back up assistance on weekends

• Assist with recruiting and engagement of prospective and existing CAREGivers

• Order and maintain office supplies

• Perform any and all other functions deemed necessary

   

Education/Experience Requirements:

• High school graduation or the equivalent

• Two years of related business experience or an equivalent combination of education and work experience may be considered

• CNA, elder care, senior care preferred but not required 

Knowledge, Skills and Abilities:

• Must demonstrate a passion for caring for seniors and prioritize their well being
• Must demonstrate integrity
• Must demonstrate effective interpersonal skills including oral and written communication skills as well as sound judgment and good decision-making skills
• Must be patient and congenial and able to listen effectively on the telephone
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Knowledge of the senior care industry is preferred
• Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work
• Must have the ability to establish good working relationships with the franchise owner, office colleagues, CAREGivers and the community
• Must present a professional appearance and demeanor
• Must have computer skills and be proficient in Excel and Word
• Must have the availability to work evenings or weekends as required
• Must have the ability to work as a part of a team and perform duties in a professional office setting

• Must demonstrate excellent organizational skills

Your employer is Lammers Enterprises, Inc. (d.b.a. an independently owned and operated Home Instead Senior Care franchise). This job description does not create an employment contract, nor imply it. Employment with your employer remains at will.

Each Home Instead franchise is independently owned and operated.