Internal Client Services Coordinator

Job Summary:

Is responsible for preparing the weekly schedule, covering all requests for service, and resolving scheduling crises. This includes daily scheduling changes as well as new client scheduling. In cooperation with the Client Care Coordinator, is responsible for customer service and relationship management ensuring that clients receive the highest quality of care and are extremely satisfied. Is involved in orchestrating, monitoring and supervising the care and communicating care coordination details to all tea ---------- mbers, other providers, and family members.

Qualifications:

· Diploma/degree preferably in health care field.

· Excellent communication skills in English with ability to speak and write clearly.

· Knowledge of scheduling preferably using platforms such as Ersp, WellsSky or ViV.

· Proficiency in use of software and tools such as Word, Excel, Outlook.

· Strong customer service, human relations, problem solving, organizational skills.

· Must be willing to work under time pressure and manage multiple demands.

· Must be organized with attention to detail.

· Must be a team player and work collaboratively with other admin staff.


Key Indicator Reporting Requirements: Overtime Hours; Number Active Clients end of previous month; Number Active Clients beginning of month; Number client hours lost/month


Key Performance Indicators: Intake Call Conversions; Hours Lost: Client Issue


Responsibilities:


· Work with other members of staff such as scheduling team, business development manager, nursing staff to create and maintain weekly schedule.

· Conduct new Prospect Intake Calls and convert to a scheduled In Home Visit.

· Report weekly and provide monthly Intake conversion rate to Manager

· Coordinates match between caregiver to meet client with input from Client Care Coordinators and Nurses.

· Closes scheduled shifts in the system daily for payroll/billing purposes

· Monitors the Mentor Program that the Recruiter and Retention Specialist is overseeing and supports as needed.

· Ensures timely completion of client discharge paperwork process and inputs any changes that are needed into the data base.

· Monitors all the applicant flow into the data base by the R&R Specialist.

· Audits and inputs completed client care Activities in context of claiming, reconciling against client Plan of Care and working with Client Care Coordinator to ensure quality care is being provided through re-assessments, re-direction and problem-solving.

· Communicates caregiver staffing needs proactively, at least two weeks out, to Recruiting and Retention Specialist to ensure client needs will be met.

· Communicates caregiver individual identified training needs to Manager and Director of Nursing. Schedules training for new to client caregiver with Client Team Lead to ensure caregiver can meet needs of client.

· Ensures the updated information on the Caregiver is inputted into the data base.

· Supports and Assists the External CCC with contacts clients/families with scheduling changes, questions, etc. Addresses scheduling concerns, explains policy to client. Proactively determines holiday coverage needs.

· Assists the ECCC in creating and maintaining On Call Schedule and communicates in timely manner to office staff.

· Participates in client and caregiver updates in system. Documents vacation and time off requests; availability changes, conversation notes, etc.

· Provides input and guidance for Caregiver needs for a two week out period to Recruiting and retention Specialist.

· Coordinates client staffing with ECCC, Caregivers a Director of Nursing as needed.

· Facilitates/participates in various caregiver recognition programs such as Comfort Keeper of the Month/Quarter etc. Seeks input from team and determines candidate.

· Oversee the input data for all referral from the Business Development Director. Ensure it is detail and updated on a regular basis.

· All important details must be documented in clear and precise English in the operations software.

· Participates in On Call rotation and follows protocols.


This position description is not intended to be all-inclusive. The employee will be expected to perform other duties as assigned.


If interested contact us with in-home care in email subject.


Other requirements:

· Must have a laptop or computer with windows operating system

· A good quality mobile phone running iOS or Android

· High quality broadband internet.