Home Care Service Coordinator/ Scheduler

Home Instead is seeking a customer-focused, highly organized Service Coordinator/ Scheduler to create and maintain client and Caregiver schedules with an emphasis on creating high quality matches between clients and Caregivers, ensuring appropriate client coverage, and demonstrating the ability to build trust and strong relationships.

This position is onsite in our office in Morgantown, that staffs for all of our West Virginia territories.

To ensure success, Service Coordinator/Schedulers should possess solid knowledge of scheduling practices and demonstrable experience in a similar role, including answering phone calls, completing administrative duties, and supporting CAREGivers and other staff members with clerical tasks, the end goal being to provide the highest quality service to our clients.

Service Coordinator/ Scheduler Responsibilities

• Answer each incoming call in a friendly, professional, and knowledgeable manner and distribute incoming calls to the appropriate staff member; treat all clients, Caregivers, applicants, and employees of Home Instead with a smile, positive attitude, and dignity/respect
• Create and maintain client and Caregiver schedules with an emphasis on creating high quality matches and the development of extraordinary relationships
• Communicate client care plans to Caregivers in a clear and concise manner when scheduling shifts. Send care plan via software system and provide general over of client care.
• Monitor, mediate, and accurately log all client and Caregiver activity utilizing the software system.
• Independently problem solve and identify staffing solutions to call-offs and other scenarios
• Maintain hours lost by restaffing cancelled shifts
• Log all client and Caregiver activity as it pertains to the Department of Health and QMET Standards.
• Follow-up with all client and Caregiver issues to ensure that any problems are resolved.
• Increase client loyalty to Home Instead Senior Care by utilizing a consultative sales approach to better meet our current client needs and recognize opportunities to increase service hours to help enhance or increase quality of care.
• Design, test, and implement a responsive contingency plan that ensures 100% maintenance of service hours.
• Field new client inquiries over the phone in a knowledgeable manner, enter the information into the software system, and work with the team to communicate and prepare for the Care Consultation.
• Performing other administrative tasks when required.

Knowledge Skills, Abilities

• High school diploma or GED.
• A minimum of two years' experience in a similar role; knowledge of the senior care industry is a plus.
• Demonstrate excellent oral and written communication skills and the ability to listen effectively.
• Work independently and maintain confidential information.
• Demonstrate effective interpersonal skills as well as sound judgment and decision-making skills.
• Must be proficient using Word, Excel, database software.

Home Instead was featured on the Forbes' Best Large Employers List--The only home care company to be included in the magazine's annual index of the nation's top employers! We are one of the world’s largest home care agencies and can be found in 13 countries and have over 1,200 franchise locations in the U.S.

Each Home Instead franchise is independently owned and operated. Lion Heart Home Care, D.B.A Home Instead, an Honor Company, is an Equal Opportunity Employer. Opportunities are available to all individuals at will regardless of age, race, gender, religion, creed, national origin, marital status, pregnancy, presence of disabilities, sexual orientation.

Job Types: Full-time, Part-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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