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                        Scheduling Service Coordinator

                        Home Instead Senior Care
                        561 - 21617, Centreville, MD 21617
                        Full-time

                        Job Description

                        Home Instead Senior Care® Service Coordinator Job Description

                        Marchi Enterprises LLC 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:                                                                             

                        • Reflect the values of (Marchi Enterprises LLC), (d.b.a. an independently owned and operated Home Instead Senior Care franchise).
                        • 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. 
                        • Design, test and implement a responsive contingency plan that ensures 100% maintenance of Service Hours.
                        • Recognize and capture opportunities to increase service hours 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.
                        • Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

                        Secondary Responsibilities

                        • Participate as needed in all CAREGiver meetings
                        • Perform any and all other functions and responsibilities deemed necessary
                        • Maintain regular attendance at the office to execute job responsibilities
                        • On-call duties: one weekday a week and one weekend a month

                        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

                        Supervisory Responsibilities:

                        • None

                        Knowledge, Skills and Abilities:

                        • Must have an understanding of and uphold the policies and procedures established by (Marchi Enterprises LLC), (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 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, quarterly, monthly and yearly work
                        • Must have the ability to establish good working relationships with the franchise owner, office colleagues, clients and CAREGivers
                        • 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 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
                        • Must have the availability to work evenings and weekends as required
                        • Must have the ability to perform duties in a professional office setting
                        • Must demonstrate knowledge of the senior care industry

                        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.

                        Home Instead Senior Care®

                        Service Coordinator Competencies

                         

                        Service Coordinator

                         

                        Adapting to Change

                        Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization. People who are competent at adapting to change are flexible in changing circumstances. They are open to change and different ways of doing things, and do not over-rely on old methods and processes.

                        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.

                        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.

                         

                        Each Home Instead franchise is independently owned and operated.

                        Posting ID: 562262131Posted: 2020-07-06