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Service Coordinator

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Service Coordinator Job Description


Appleton Senior Care d/b/a Home Instead Senior Care

 

Objective:

The Service Coordinator is expected to perform a variety of duties in the coordination of scheduling service for clients.  The Service Coordinator is responsible for scheduling clients and CAREGiversSM in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships.

 

Primary Responsibilities:                                                                             

  • Reflect the values of Appleton Senior Care, Inc, (d.b.a. an independently owned and operated Home Instead Senior Care franchise).
  • Participate in selection, training and supervision of a team of Staff Coordinators that will oversee scheduling for all clients.
  • Understand and utilize the consultative sales process effectively when working with clients and CAREGivers.
  • Answer incoming calls in a friendly, professional and knowledgeable manner.
  • Field new client inquiries over the phone in a knowledgeable manner, enter the information into the software system and work with team to communicate and prepare for the Care Consultation.
  • Coordinate CAREGiver schedules on a daily basis with an emphasis on creating high quality matches/extraordinary relationships.
  • Monitor, mediate, and log both client and CAREGiver activity and follow up on CAREGiver assignments and client service
  • Coordinate and maintain monthly client schedules in the software system.
  • Take CAREGiver hours from the hotline/tracking system and enter into the software system.
  • Enter and maintain accurate client and CAREGiver records in the software system.
  • Maintain regular attendance at the office to execute job responsibilities
  • Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers and clients.
  • Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

 

Secondary Responsibilities: 

 

  • Assist in maintaining a complete Client Service Schedule
  • Participate in CAREGiver meetings
  • Perform any and all other functions and responsibilities deemed necessary
  • Participate in J.D. Power and Associates Satisfaction Survey

 

 

Critical Numbers:

  • Maintain client schedule (insert time) in advance for X% of our clients.
  • Maintain accurate CAREGiver availability information.
  • Utilize X% of CAREGiver availability.        
  • Increase client loyalty to Home Instead Senior Care by utilizing the consultative sales process to better meet our current client needs.
  • Analysis of after hour call's to determine areas of improvement with staffing.
    1. Current Data:  how many (avg.), reason for call. Determine type of calls that can be reduced with more effective staffing.
    2. Goal:  Establish a reduction of calls related to scheduling issues (measurable and specific).
  • Communicate CAREGiver and Client issues/opportunities to key stakeholders.
  • Design, test and implement a responsive contingency plan that ensures 100% maintenance of Service Hours.
  • Recognize and capture opportunities to increase service hours in scenarios to enhance/increase quality care.

 

Education/Experience Requirements:

  • 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

 

Supervisory Responsibilities:

  • None

 

Knowledge, Skills and Abilities:

  • Must have an understanding of and uphold the policies and procedures established by Appleton Senior Care, (d.b.a. 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 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 owner, 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 have the ability to present a professional appearance and demeanor
  • Must have the ability to operate office equipment 
  • Must be 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 have the ability to perform duties in a professional office setting
  • Must demonstrate knowledge of the senior care industry


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