Home Care Coordinator

Job Description:

-Serve as primary point of contact for assigned group of clients.

-Use independent judgement and discretion to coordinate schedules and resolve conflict for designated clients and caregivers.

-Work collaboratively & courteously with all other departments to ensure a positive client & employee experience.

-Build highly effective and collaborative working relationships at all levels within the organization.

Responsibilities:

-Continually meet and/or exceed various KPI metrics as it relates to overall margin, scheduling hours, overtime, transportation assistance and other metrics as assigned/developed.

-Schedule and coordinate 100% of assigned case load in an efficient, effective and timely manner, while ensuring outstanding customer satisfaction.

-Monitor Caregiver check-ins for assigned case load. Promptly identify tardy Caregivers, notify client of delay, and determine appropriate remedial actions, if necessary.

-Handle callouts or emergency schedule changes with little or no advance notice. Identify available Caregivers, re-staff schedules, and notify client of changes.

-Participating in general coverage of the office’s main phone line.

-Provide exceptional Customer Service and be flexible and adaptable to last-minute and frequent changes.

-Notify the team of outstanding client issues at the end of each day and maintain a list of replacement Caregivers for use by the designated overnight/weekend on-call personnel.

-Maintain accurate schedules, clock-in/clock-out timecards, and clear notes for exceptions in the Company’s systems, as required, to ensure accurate billing and payroll function.

-Document and escalate Client or Caregiver issues in accordance with agency policy and procedures, to ensure appropriate follow-up.

-Assist Clients with coordination of ancillary services such as in-city travel and scheduling of appointments, as required.

-Complete welcome calls, check in calls, and monthly customer service check-in calls.