Description

Job Description Summary:

The On-call Coordinator serves as a liaison between the office, employees, facilities and clients while the office is closed. Handles and directs calls received outside normal office hours. The on-call manager will ensure excellent customer service and quality home care services by answering calls for the agency while offices are closed. Activities include but are not limited to responding to calls pertaining to caregivers calling off shifts, filling shifts, providing information to caregivers, including providing directions, client cancellations, and taking inquiry calls for new services as well as calls from potential new employees.

Essential Job Functions/Responsibilities:

1. Receives after-hours telephone calls taking inquiries and requests from clients, facilities and employees. Answers all service inquires, promotes services appropriately and coordinates all client services for new clients received after normal business hours.
2. Takes initial homecare service inquiry per agency protocol and schedules as appropriate for needs of client and within agency protocols.
3. Schedules after-hours open shifts or provides coverage for call-outs or new shifts. Schedules appropriate staff based on skillset while maintaining appropriate pay margins as established by the Director.
4. Accurately answer questions that may arise about services provided. Provide client data to employees as needed and within the scope of their role.
5. Forwards clinical or emergency calls to the appropriate RN or Director. Communicates to leadership team regarding any unmet referrals, complaints or issues that arise outside of the norm.
6. Communicates with clients in reference to cancellations, replacements, schedule changes, etc.
7. Maintains all data changes including demographic information, schedule changes, etc. in Homecare Homebase. Complete all electronic documentation system assigned workflow in a timely manner and as indicated by the system.
8. Maintains written coordination notes within electronic documentation system of all communications. Gives verbal and written summary to the office by 8:00 am the next business day regarding on-call activities. Receives summary report from office by 4:30 pm each day prior to taking call.
9. Maintains on-call availability outside of normal business hours and returns calls promptly and professionally.
10. Attends appropriate office meetings.
11. Maintains familiarity with all State and Federal Laws governing private duty homecare services and follows those laws appropriately. L. Other duties as assigned.

Qualifications

Position Qualifications:

1. 1. High School graduate or equivalent.
   2. Basic computer knowledge and organizational skills.
   3. Excellent interpersonal relations, exceptional telephone and problem solving skills.
   4. Knowledge of common medical terminology.
   5. Able to work independently, demonstrating sound judgment.
   6. Read, write, speak, and understand English as needed to perform all tasks.

Environmental and Working Conditions

Environmental Conditions: May be exposed to extremes of heat and cold in all weather conditions. Must drive in various weather conditions on roads in varying degrees of repair.

Working Conditions: May be exposed to infections and contagious diseases. Contact with patients under wide variety of circumstances. May be exposed or occasionally exposed to patient elements. Subject to varying and unpredictable situations. Handles emergency or crisis situations. Travel required. OSHA exposure category:

Category III Position includes tasks that involve no exposure to blood, body fluids, tissues; would not be required to perform Category I tasks.

Required Personal Protective Equipment: as related to working conditions.