Staffing Coordinator

Do you like a fast pace, problem solving and want to make a difference in the lives of others? If so, we want to talk to you about joining our fast growing, hard working and fun team!

Home Instead Senior Care®

Northwest Phoenix HC, LLC d/b/a Home Instead Senior Care #813

Objective:

The Administrative Coordinator (AC) is expected to perform a variety of duties in the coordination of scheduling service for clients, hiring Caregivers and other administrative functions while balancing business, client and Caregiver needs. The AC is responsible for providing outstanding service to clients, Caregivers and job candidates. In addition, the AC nurtures strong relationships with Caregivers, clients and other partners.

Primary Responsibilities:

• Reflect the values of Northwest Phoenix HC, LLC (d.b.a. an independently owned and operated Home Instead Senior Care franchise).
• Answer incoming calls in a friendly, professional, compassionate, empathetic and knowledgeable manner.
• Develop and nurture strong working relationships, especially with CAREGivers.
• Create and maintain client and CAREGiver schedules with an emphasis on creating high quality matches and the development of extraordinary relationships. Respectfully and confidently influence CAREGivers regarding schedule assignments.
• Daily: Monitor, mediate, & log all client & CAREGiver activity utilizing the software system.
• 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 with a sense of ownership and urgency to ensure problems are resolved.
• 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, empathetic and compassionate manner, enter the information into the software system and work with team to communicate and prepare for the Care Consultation.
• Conduct Service Inquiries and Care Consultations following the consultative sales process.
• Review job applications, conduct phone interviews and communicate with candidates throughout the hiring process. Schedule interviews.
• Conduct reference checks and process background checks.

• Maintain regular attendance at the office to execute job responsibilities

• Demonstrate open and effective communication with the franchise owners, colleagues, CAREGivers, clients, family members and candidates.
• Adhere to all laws, company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.
• Be comfortable with change and adept at driving change.
• Willing and able to appropriately lead up.
• Manage client and Caregiver folders and documents.
• Must participate in on call rotation

Secondary Responsibilities:

• Participate as needed in all CAREGiver meetings.
• Assist with billing process as needed.
• General administrative duties as needed.
• Conduct Service Inquiries, Care Follow Ups and Care Consultations following the consultative sales process.

• Perform other functions and responsibilities deemed necessary.

Critical Numbers:

• Ensure we are always 100% staffed for the following day/weekend.
• Follow up with job applicants within 48 hours
• Return calls within 2 hours
• Ensure we are always at least 80% staffed for one week out
• Follow up with 100% of schedule deviations each day
• Inquiry call conversion rate of 60%
• Maintain updated and accurate CAREGiver availability and personnel information.

Education/Experience Requirements:

• High school diploma 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 develop an understanding of and uphold the policies and procedures established by Northwest Phoenix HC, LLC, (d.b.a. an independently owned and operated Home Instead Senior Care franchise)
• Must have excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, take initiative, maintain confidentiality of information and meet deadlines
• Must have a strong attention to detail
• 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 owners, 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 empathetic, compassionate, 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 demonstrate knowledge of the senior care industry and the CAREGiver role
• Must have a strong customer service ethic
• Must be able to work well under pressure with a calm demeanor.
• Must be able to handle multiple priorities.
• Must have reliable access to a computer and internet for after hours on-call

Your employer is Northwest Phoenix HC, LLC, (d.b.a. an independently owned and operated Home Instead Senior Care franchise). Your employer is not Home Instead, Inc. This job description does not create an employment contract, nor imply it. Employment with your employer remains at will.

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®

Staffing Coordinator Competencies

Staffing 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.