Job description

Are You a Self-Starter who Enjoys Working Independently?

Home Instead® is looking for a steady multi-tasker to join us in our mission to enhance the lives of aging adults and their families. Our On Call Coordinator role is the primary contact for our office after hours and on weekends.

The On Call Coordinator is expected to perform a variety of on-call duties. This role is expected to work closely with the office team in order to provide the highest quality service to clients, care pro's, family members, and community members, when answering calls after hours to ensure the same level of care is provided. The On Call Coordinator is expected to perform a variety of duties in the coordination of scheduling service for clients in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships with our care pro's.

Primary Responsibilities:

• 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 standards are met and upheld
• 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 utilizing the consultative sales process to better meet our current client needs.
• 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 to enhance and/or increase quality care.
• Field new client inquiries over the phone in a knowledgeable manner, enter the information into the software system and work with team to communicate and prepare for the Care Consultation.
• 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.

Secondary Responsibilities:

• Perform on-call duties outside of the typical work day during assigned on-call periods.
• Participate as needed in all CAREGiver meetings
• Conduct Service Inquires and Care Consultations following the consultative sales process.

Provide a resume and contact us today to learn more about this incredibly rewarding career.

Each Home Instead Senior Care® franchise office is independently owned and operated

Location: 250 N Litchfield Rd Suite 250 Goodyear

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