On-Call Coordinator

Home Instead Senior Care is looking for an On-Call Coordinator to work outside the office on a 7 day on 7 day off rotation with every other Friday through Monday

The On-Call Coordinator is expected to perform a variety of duties in the coordination of scheduling service for clients.  The On-Call Coordinator is responsible for scheduling clients and CAREGiversSM in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships. The On-Call Coordinator will work every other Friday through Monday rotation with another On-Call Coordinator. Monday through Friday is 5pm-8am and the hours are Friday from 8am until 5pm in the office then 5pm Friday at home until 8am on Monday. Then 8am Monday until 5pm in the office.

The On-Call Coordinator will train in the office at the start of employment by working alongside our schedulers for a week or two or until comfortable with our electronic medical record. The On-Call coordinator will be asked to fill in for schedulers when they are on vacation from time to time or to cover the front desk as needed (for vacations).

The On-Call Coordinator would also be eligible to pick up caregiving shifts during the week off if desired.


Responsibilities

• Reflect the values of Epic Home Care, (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 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.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

Qualifications

• Experience with scheduling 
• Effective written and verbal communication
• Ability to multi task and work independently
• Available to do office scheduling as needed and to fill in for vacations or high volume times during the year  
• Prefer experience in the home care field

Each Home Instead franchise is independently owned and operated.