The On-Call Coordinator is expected to perform a variety of on-call duties. The Weekend On-Call Coordinator is expected to work closely with the Director of Operations and Service Coordinators in order to provide the highest quality service to clients.
Reflect the core values of Rivendell LLC & Mithlond LLC, (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
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
Participate in quarterly CAREGiver meetings
Perform any and all other functions deemed necessary
100% of calls answered and returned during shift
Any open shifts during weekend through Tuesday at 8am are filled or by 8am on weekdays
Maintain at least 90% in CAREGiver Utilization
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 understand and uphold the policies and procedures established by Rivendell LLC & Mithlond LLC, (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
To apply for this position, please submit a cover letter and resume. www.homeinstead.com/132
Each Home Instead franchise is independently owned and operated.
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