Scheduling Care Coordinator

[Florence, SC] Scheduling Care Coordinator

AIM OF THE JOB:

The Scheduling Care Coordinator, in cooperation with the Client Care Coordinator is responsible for customer service and client relationships management. Ensuring that clients receive the highest quality of care and customer satisfaction. The Scheduling Care Coordinator is responsible for orchestrating, monitoring client care to include scheduling of care, and communicating care coordination details to all team members, other providers, and family members. They are also responsible for partnering with prospects and team members, all requests for service, and resolving scheduling crises. The Scheduling Care Coordinator assists with staffing of caregivers and full life cycle caregiver recruitment to include the onboarding process, performance evaluations and exit interviews . The Scheduling Care Coordinator provides guidance and instruction while ensuring that each caregiver feels supported and is offered the training necessary to complete certain tasks. They are also responsible for inspiring and motivating the team to achieve organizational goals.

DIMENSIONS:

The Scheduling Care Coordinator :

• Drives client care delivery and referral source satisfaction by monitoring customer satisfaction and quality of client care
• Maintains a professional and respectful work environment consistent with Comfort Keepers’ expectations and Core Values
• Directs caregiver schedules and follows up after caregivers are assigned to a client. This communication is for both new caregivers and existing caregivers, receiving new assignments.
• Maintains a shared, motivating team purpose through action and progress.

CONTEXT AND MAIN CHALLENGES:

The most difficult challenges of the position include:

• Ensuring a platinum experience for everyone – client, client family members, and caregivers despite the challenging nature of varying situations.
• Managing unique and complex situations, such as, last minute shift changes, employee call-offs, and first level handling of employee and client complaints
• Supporting a growing, diverse, and dynamic network of caregivers.

MOST FREQUENT INTERNAL/EXTERNAL CONTACTS & NETWORKS:

Will work closely with the following internal contacts:

• Managers
• All internal office staff
• Caregivers

Will work closely with the following external contacts:

• Caregivers, Clients, and family members
• Local hospitals as appropriate and referral partners

MAIN ASSIGNMENTS:

• Proactively manages the ongoing client relationship for existing clients.
• Uses independent judgment to accomplish problem resolution, increasing support for clients, and quality assurance. Anticipates client needs and advises families.
• Responsible for updating the physical schedule within scheduling software and communicating the shift expectations to the assigned team.
• Provides feedback to local leaders regarding caregiver performance and customer feedback.
• Identifies and makes recommendations regarding any safety concerns of caregivers or clients
• Determines client recovery activities for deactivations, hospitalizations, hours reductions, and canceled hours. Responsible for ensuring that clients value our services as outstanding.
• Coordinates care with Client Care Coordinator, family members, and other care providers.
• Reviews daily care logs to ensure quality care is delivered. Initiates care coordination process based on information gathered in the notes with the necessary parties and documents accordingly.
• Follows all office communication and documentation protocols to ensure excellent service to clients, staff, potential clients, and inactive clients.
• May be required to participate in on-call rotation depending on the needs of the business.
• Completes special projects as assigned.
• Answers potential client inquiries whether made via phone or web and qualifies them for home visits.
• Manages new client assimilation process and ensures it is completed in specified time frame
• Assist with billing and accounts receivable
• May be responsible for processing caregiver payroll
• May be responsible for caregiver recruitment and executing effective recruitment strategies, as well as, facilitate the onboarding new caregiving staff.