Job Summary:
We are seeking a dedicated Service Excellence Assurance Coordinator to join our team in our Arlington Heights office. This position is responsible for the daily monitoring of our client's homecare visit activity through the company Electronic Visit Verification (EVV) and scheduling Dashboard system in CRM. This position has a critical role in coordinating and managing service delivery to ensure customer satisfaction.

Our ideal applicant is someone who has homecare experience and understands the industry.

We Offer

• Medical, Dental, Vision, Life and Disability Insurance·
• 401(k) with company match
• Paid Time Off and and Paid Company Holidays
• Supportive team-oriented environment

Responsibilities:

- Monitor the daily dashboard and assist branch Homecare Supervisors with scheduling compliance by reviewing all schedules deviations, assist with rescheduled visits, and ensure that visit deviation is properly documented.

- Work with our local branch offices and assists with corrections and adjustments of invalid visits and schedules to ensure timeliness, accuracy, and data compliance for payroll and billing functions.

- Collaborate with our local branch offices to to identify and correct service issues, detect and report fraud, and ensure adherence to standards and best practices governing the delivery of in-home services to all company participants.

- Monitors all cancelled visits, communicates with Supervisor if visit is not rescheduled within 24 hours and there is no documentation explaining the reason

- Daily monitoring and assisting with the EVV Exception Form and Task Verification Forms

- Provide assistance to branch Supervisors with updating necessary case notes within the CRM.

Requirements:
- High school diploma or GED

- General knowledge of the in-home care needs of older adults and individuals with disabilities

- Strong interpersonal communications skills

- Demonstrate exceptional telephone customer service and phone etiquette skills

- Ability to work effectively in a fast paced, time driven environment

- Intermediate PC skills, especially the ability to talk, type, and document simultaneously

- Strong math aptitude

- Bi-Lingual Spanish is a plus

Job Type: Full-time

Pay: $19.50 - $22.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• homecare: 1 year (Preferred)
• phone customer service: 1 year (Required)
• Computer literacy: 1 year (Required)

Language:

• Spanish (Preferred)

Work Location: In person