Customer Service Case Coordinator

POSITION PURPOSE:

Client Case Coordinator is responsible for the coordination and implementation of client services.

CLASSIFICATION:

Salary

HOURS OF WORK:

General hours of work and days are Monday through Friday, 8:30 a.m. to 5:00 p.m. This position may require longer hours if necessary to meet the needs/demands of the business. This position requires participation in a rotating on-call schedule that occurs after normal business hours. (Additional compensation provided when on-call)

PRINCIPLE ACCOUNTABILITES:

• Participates in the primary on-call schedule and assume on call responsibility on an as needed rotating basis to manage unexpected needs that occur after office hours
• Handle lead calls and conduct telephone interviews for prospective clients
• Suggest and connect caregivers to clients
• Schedule and facilitate client and caregiver meet and greet appointments
• Consistently exercise discretion and judgment to analyze, interpret and decide what actions are necessary based on the varying facts and circumstance of each individual case
• Evaluate client and employee satisfaction
• Recognize and reward good job performance and promote caregiver recognition
• Maintain professional relationships with clients and employees; assuring clients and employee confidentiality
• Maintain positive relationships with referral sources
• Independently respond to and resolve any client complaints or concerns.
• Plan, organize, prioritize, delegate and accurately follow through on work activities with time constraints and interruptions to meet deadlines.
• Work independently with minimum amount of direction and or supervision
• Create and maintain reports as needed by management
• Input accurate and complete data for all contacts (clients and caregivers) into data base
• Input accurate and complete client and caregiver schedules into the data base.
• Contribute to team effort by accomplishing related tasks as needed
• Remain flexible, resilient, calm and maintain a sense of humor
• Preform other functions as deemed appropriate by the management team
• Participate in the quality assurance reviews and evaluations of the services provided to the clients.
• Assist with transporting caregivers as needed

SPECIFIC JOB KNOWLEDGE, SKILLS AND PERSONAL ABILITIES REQUIRED:

• Strategic Thinking
• Problem Solving/Analysis
• Decision Making
• Results Driven
• Communication Proficiency
• Demonstrate sympathetic attitude toward caring for others
• Must be a U.S. Citizen or evidence of a valid Alien Work Permit

PHYSICAL/ENVIRONMENTAL DEMANDS:

• Sitting, standing, bending, reaching, stretching, walking, climbing stairs if applicable and moving intermittently during working hours.
• Must be able to properly operate office equipment.
• Must be able to maintain verbal and written communication with co-workers, leadership team, clients, family members,
• See ADA Requirements.

Job Type: Full-time

Benefits:

• 401(k) matching
• Paid time off

Work Location: In person