On-Call Service CoordinatorJuly 13, 2020
Home Instead Senior Care
Title of Position:
On-Call Service Coordinator
Home Instead Senior Care®
On-Call Service Coordinator Job Description
Genuine Senior Care LLC, DBA Home Instead Senior Care
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.
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.
Back-up Service Coordinator (Scheduler)
Participate in quarterly CAREGiver meetings.
Perform care consultations, as required.
Perform any and all other functions deemed necessary.
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
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
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