Home Instead®

Scheduling Service Coordinator Job Description

Klipsch Senior Care, LLC. d / b / a Home Instead

Objective :

The Scheduling Service Coordinator is expected to perform a variety of duties in the coordination of scheduling service for clients.

The Scheduling Service Coordinator is responsible for scheduling clients and Care ProfessionalsSM to provide the highest quality service to clients with emphasis on creating extraordinary relationships.

Primary Responsibilities :

• Reflect the values of Klipsch Senior Care, LLC. (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 Care Professional schedules with an emphasis on creating high quality matches and the development of extraordinary relationships.
• Monitor and maintain Care Professional availability and requested time off.
• Monitor and mediate Care Professional overtime management.
• Monitor, mediate, and assist with Care Professional payroll and Client billing.
• Monitor, mediate, and log all client and Care Professional activity utilizing the software system.
• Follow up with all client and Care Professional issues to ensure their problems are resolved.
• Enter and maintain accurate client and Care Professional 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 Care Professional and client scheduling 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.
• Monitor, document, and maintain Service Coordinator Key Performance Indicators as laid out in company Playbook.
• 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, Care Professionals, 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 :

• Participate as needed in all Care Professional meetings
• Conduct Service Inquires and Care Consultations following the consultative sales process.
• Perform all other functions and responsibilities deemed necessary
• Potential of answering phones after hours, remotely
• Maintain regular attendance at the office to execute job responsibilities

Education / Experience Requirements :

• High school graduation or the equivalent
• One year of related business experience or an equivalent combination of education and work experience may be considered
• Must possess a valid driver’s license

Supervisory Responsibilities :

None

Knowledge, Skills and Abilities :

• Must understand and uphold the policies and procedures established by Klipsch Senior Care, LLC. (d.b.a. an independently owned and operated Home Instead franchise).
• 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 Care Professionals
• Must present a professional appearance and 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 and Excel
• 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

Benefits Home Instead offers :

Medical and Dental Insurance at Employee cost

New Benefits Package provided at no cost

Vacation and Sick Time

Potential bonuses

Paid time off for Birthday

8 Paid Holidays

Pay Range : $17.00-$17.50

Last updated : 2024-04-22