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On-Call Service Coordinator

Home Instead Senior Care

807 - 66087, Troy, KS 66087
7.1 miles
Part-time

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      11.7 miles
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            On-Call Service Coordinator

            Home Instead Senior Care

            807 - 64504, Saint Joseph, MO 64504
            14.0 miles
            Part-time

              On-Call Service Coordinator

              Home Instead Senior Care

              807 - 66090, Wathena, KS 66090
              16.0 miles
              Part-time

                On-Call Service Coordinator

                Home Instead Senior Care

                807 - 64501, Saint Joseph, MO 64501
                17.9 miles
                Part-time

                  On-Call Service Coordinator

                  Home Instead Senior Care
                  807 - 66087, Troy, KS 66087
                  Part-time
                  Wage:225.00 - 500.00
                  Refer friends, get paid!

                  Job Description

                  Home Instead Senior Care®

                  On-Call Service Coordinator Job Description

                  Genuine Senior Care LLC, DBA Home Instead Senior Care

                  Objective:

                  The On-Call Service Coordinator is expected to perform a variety of on-call services, while being available, flexible, responsive and having a sense of urgency in order to deliver top-quality customer service to our CAREGivers, clients, family members and referral providers.

                  Primary Responsibilities:

                  • Reflect the core values of Genuine Senior Care LLC, DBA 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.
                  • Answer each incoming call at any hour 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) and record all activity in our ClearCare operating software.
                  • 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. Must be available to pick-up company vehicle at office and drive to client's home, if needed.
                  • 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 professional and knowledgeable manner. Capture service inquiry information, schedule care consultations and perform CAREGiver phone screens.
                  • Keep a log of all on-call activities and communicate pertinent information to the designated key player(s) at the start of the next business day.
                  • Return resources to the office following your shift.
                  • Demonstrate open and effective communication with owner, key players and CAREGivers.
                  • Ensure Home Instead Senior Care standards are met and upheld.

                  Secondary Responsibilities:

                  • Back-up Service Coordinator (Scheduler)
                  • 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 responded to with a sense of urgency.
                  • 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 Genuine Senior Care LLC, DBA 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 and weekends, as required
                  • must be able to perform duties in a professional office setting

                  Essential Home Instead Senior Care ® Competencies

                  Characteristics-All Roles

                   

                  Delivering Results

                  Maintaining a high level of commitment to personally getting things done.

                  People who are competent at delivering results assume personal responsibility for achieving outcomes and work effectively with little direction. They are dependable and responsible.

                  Customer Service

                  Recognizing and understanding customers' needs and delivering in a manner that exceeds customers' expectations. People who are competent at customer service have a desire to please customers and can recognize customers' needs. They consistently do more than is required of them to ensure that the customer is satisfied.

                  Influencing & Persuading

                  Convincing others to adopt a course of action. People who display this competency influence others without being excessively aggressive or pushy. They understand their audience and modify their method of persuasion accordingly. They are confident and do not give up easily.

                  Teamwork & Collaboration

                  Effectively working and collaborating with others toward a common goal. People who are competent at teamwork build and maintain cooperative work relationships with others. They complete their own tasks for group projects in a timely and responsible manner and directly contribute to reaching the group goal.

                  Interpersonal Communication

                  Communicating clearly and effectively with people inside and outside of the organization. People who are competent at interpersonal communication listen effectively and develop rapport with others. They are able to articulate their thoughts and ideas clearly, they present information in a straightforward and logical way, and they ensure that they are understood. They share information with others that will improve overall work progress.

                  Living Home Instead

                  Building trust, taking the lead and sharing your heart.

                   

                   

                  Resilience

                   

                  Effectively dealing with work related problems, pressure, and stress in a professional and positive manner. People who exhibit resilience maintain a positive attitude even when faced with frustration, pressure or change. They recover quickly when faced with obstacles or setbacks

                   

                  Quality Focus

                   

                  Promoting and maintaining high standards of quality at work. People who display this competency consistently produce high quality work. They apply discipline and a detail orientation to their work activities and constantly look for ways to improve the quality of products or services. They encourage others to have high quality standards in their work.

                  Planning & Organizing

                   

                  Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities. People who are competent at planning and organizing efficiently manage their time and the time of others and effectively handle multiple demands and competing deadlines.

                  They identify goals, develop plans, estimate time frames and monitor progress.

                  Decisive Judgment

                   

                  Making good decisions in a timely and confident manner. People who display this competency make sound decisions with conviction and in a timely manner. After they have considered alternatives and possible consequences, they can decide upon a course of action and assume responsibility for their decisions.

                  Policies, Process & Procedures

                  Following organizational procedures and guidelines to accomplish objectives. People who are effective at this competency follow, and encourage others to follow, the guidelines, processes and rules set by the organization. They set a good example by consistently working within the guidelines to accomplish their work.

                   

                  Each Home Instead franchise is independently owned and operated.

                  Posting ID: 567108765Posted: 2020-08-07