Home Instead®
After Hours On-Call Coordinator Job Description
Bokker Inc d/b/a Home Instead Senior Care
Objective:
***This is a work from home, part time position with per diem daily and weekend pay***
The On Call Coordinator is expected to perform a variety of on-call duties. The On Call Coordinator is expected to work closely with the Service Coordinators to provide the highest quality service to clients. This position will focus on answering the phones after hours and on the weekends. The On Call Coordinator will schedule a Care Professional into the home with our senior clients to ensure our seniors are receiving the care they deserve. This is a great entry level position to learn about administrative tasks associated with in-home senior care.
Primary Responsibilities:
- Reflect the core values of Bokker Inc. d.b.a. an independently owned and operated Home Instead franchise.
- Prior to the 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 responding quickly to their needs.
- Fill all Client shifts following designated office scheduling processes.
- Communicate changes in Client Shifts to the Client(s) and Care Professional(s).
- Contact a backup person when questions arise about clients or Care Professionals that require input.
- Fill in on assignments that come open until a replacement Care Professional is found.
- Communicate client and Care Professional concerns or problems with owner or designated key player.
- Monitor and log both client and Care Professional activity and follow up on Care Professional assignments and client service in the operating system.
- Field new client & Care Professional 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 designated key player(s).
- Return resources to the office following your shift.
- Demonstrate open and effective communication with owner, colleagues and Care Professionals.
- Ensure Home Instead standards are met and upheld.
Secondary Responsibilities:
- Participate in Care Professional meetings.
- Perform any and all other functions deemed necessary.
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 Bokker Inc., d.b.a. an independently owned and operated Home Instead 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, 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 able to operate Home Instead technology.
- 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.