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On Call Coordinator

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On Call Coordinator Job Description


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

 

Objective:

The On Call Coordinator is expected to perform a variety of on-call duties.  The Weekend Service Supervisor is expected to work closely with the Service Coordinators in order to provide the highest quality service to clients.

 

 

Primary Responsibilities:                                                                             

  • Reflect the core values of (Appleton Senior Care, Inc.), (d.b.a. 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. 
  • Answering each incoming call 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). 
  • 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
  • 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 knowledgeable manner and schedule care consultations
  • Create a log of the activities of your shift and communicate that to the designate key player(s).
  • Return resources to the office following your shift. 
  • Demonstrate open and effective communication with owner, colleagues and CAREGivers
  • Ensure Home Instead Senior Care standards are met and upheld

     

     

    Secondary Responsibilities: 
  • Participate in quarterly CAREGiver meetings
  • Perform care consultations as required
  • Perform any and all other functions deemed necessary

     

     

    Critical Numbers:
  • 100% of calls answered and returned during shift
  • Achieve and maintain X% conversion rate
  • Maintain at least X% in CAREGiver Utilization  

     

    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

     

     

    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 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 or weekends as required
  • must be able to perform duties in a professional office setting


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