On Call Coordinator job in Upper Arlington at Home Instead

On-Call Coordinator

Objective:

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. 

Primary Responsibilities:

• 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

Secondary Responsibilities:

• Participate in quarterly CAREGiver meetings
• Perform any and all other functions deemed necessary

Critical Numbers:

• 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

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 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.