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Home Instead^®

On Call Coordinator Job Description

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Senior Home Care Services, Inc. d/b/a an independently owned and operated Home Instead
 
Objective:
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 in order to provide the highest quality service to clients.
 
Primary Responsibilities:                                                                             

• Reflect the core values of Senior Home Care Services, Inc. d/b/a an independently owned and operated Home Instead.
• 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

 
Critical Numbers:

• 100% of calls answered and returned during shift 

Education/Experience Requirements:

• High school graduation or the equivalent
• Must possess a valid driver’s license