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Service Coordinator at Home Instead

Service Coordinator

Home Instead Durham, NC Full Time
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Home Instead®
Service Coordinator Job Description



Durham Senior Care, Inc. d/b/a Home Instead

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 Durham Senior Care, Inc., (d.b.a. an independently owned and operated Home Instead franchise)
  • Answer incoming calls in a friendly, professional, and knowledgeable manner
  • Create and maintain client and CAREGiver schedules with an emphasis on creating high quality matches and the development of extraordinary relationships
  • Monitor, mediate, and log all client and CAREGiver activity utilizing the software system
  • Follow up with all client and CAREGiver issues to ensure their problems are resolved
  • Enter and maintain accurate client and CAREGiver records in the software system
  • Increase client loyalty to Home Instead by maintaining excellence with scheduling
  • Follow up and communicate CAREGiver and client issues to ensure problems are resolved
  • 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 and/or increase quality care
  • Maintain regular attendance at the office to execute job responsibilities
  • Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members
  • Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team
  • Must live within a 10 mile radius of Durham, NC.

Education/Experience Requirements:

  • High school graduation or the equivalent
  • 2+ years of related scheduling experience in a high volume, fast paced environment.  Valid education and work experience may be considered
  • Must possess a valid driver’s license

Knowledge, Skills and Abilities:

  • 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 present a professional appearance and mature 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, Excel, and other business systems
  • 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

Each Home Instead franchise is independently owned and operated.

 

Recommended Skills

  • Active Listening
  • Decision Making
  • Self Motivation
  • Interpersonal Skills
  • Stress Management
  • Caregiving
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