Service Coordinator

We are looking for Service Coordinators

Service Coordinators manage the care for clients of Home Instead Senior Care® (HISC) by coordinating scheduling, communicating between family, client, and Caregiver, and supporting and providing results for any concerns that may arise during the course of care. Service Coordinators are expected to adhere to all guidelines and assigned duties in this document unless otherwise directed by the immediate supervisor or owner. Quality Care performance reviews will be done accordingly and will reflect every day attendance and performance aspects, including the guidelines contained in this document. If you are unclear on any certain area, notify your supervisor immediately to receive clarification.

 

Daily Responsibilities

1. Follow all guidelines and procedures as outlined in the QUALITY CARE DEPARTMENT OPERATIONS AND PROCEDURES MANUAL.
2. Coordinate and maintain complete monthly SCHEDULES for every assigned client, adhering to staffing procedures and assigned staffing timelines. Evaluate and complete unassigned shifts list on a daily basis and check list daily to ensure proper completion.
3. Answer incoming calls timely and professionally, directing calls to appropriate person if needed.
4. Perform COURTESY CALLS monthly to all clients, active and active/on-call, in order to build and/or maintain relationships with clients or family members. Appropriately log calls and document on client tracking spreadsheet, along with QA visits as performed by QCC.
5. Perform on call duties as assigned and scheduled. Log, share and explain all on call occurrences as needed, adhering to ON CALL RESPONSIBILITIES and ON CALL NOTES PROCEDURES.
6. Coordinate and perform as needed new CG and CLIENT INTRODUCTIONS, adhering to the INTRO PROCEDURES, and completing the required 24/48 follow up paperwork, proper logging in CLEARCARE, and notating any profile updates or changes and properly scanning and logging schedules.
7. Communicate with clients regarding complaints or concerns, making sure to complete CLIENT COMPLAINT FORM as needed and submit form as required attention is needed by RR Department and Owners.
8. Communicate with clients and Caregivers regarding incidents as they arise, adhering to INCIDENT REPORT PROCEDURES, FALL PROCEDURES. WORK COMP PROCEDURES, completing INCIDENT REPORTS and informing the appropriate office staff member as needed.
9. Adhere to NEW CLIENT PROCEDURES OUTLINE when assigned a new client. NEW CLIENTS MUST BE ENTERED INTO CLEARCARE WITHIN 24 HOURS OF RECEIVING PAPERWORK FROM Care Consultation, NO EXCEPTIONS UNLESS AUTHORIZED BY OWNER. Proper completion of steps is important to ensure the highest level of quality care for the client and to ensure that billing can be completed on time.
10. Review, scan and maintain all client logs that are completed by Caregivers and delivered to office by QCC or Caregiver. Adhere to CLIENT JOURNAL LOGS PROCEDURE.
11. LOG EVERY SINGLE PHONE CALL YOU EITHER MAKE OR RECEIVE FROM CLIENTS AND CAREGIVERS!!! Use correct categories and adhere to LOGGING PROCEDURES.
12. Participate in the daily billing of client hours, adhering to the BILLING PROCEDURES. Be sure to check on and correct all time issues with Client and Caregivers in a timely manner.

Each Home Instead franchise is independently owned and operated.