POSITION DESCRIPTION: The Operations Coordinator is responsible for maintaining the schedule for all clients and caregivers. This person is responsible for tracking, changing and refilling all vacation requests, call-offs, request for changes by the client, etc. and ensuring the database has been updated. In addition, the person in this role is responsible for collecting all flowsheets by Tuesday at 5 p.m. for the prior week, confirming the accuracy and using that information to produce the billing and payroll on a bi-weekly basis. This person will also maintain an ongoing recruiting effort to ensure that there are adequate numbers of caregivers for continued growth within the agency.

QUALIFICATIONS:

1. Compliance with ComForCare bonding criteria2. Eighteen years of age or older, with Canadian citizenship and/or equivalent employment eligibility authorization3. Demonstrated ability to effectively communicate and interact with clients, co-workers and all supervisors4. High school diploma - Associate or Bachelor's degree strongly recommended5. At least three years’ experience in administrative capacities, with experience relevant to scheduling, customer service and computer operation. Extensive experience in the home care field considered in lieu of other experience6. Ability to perform multiple tasks under strict deadlines

ROUTINE DUTIES:

1. Maintain a consistent schedule for clients: a. Handle emergency call-offs b. Fill open shifts c. Accommodate client/family requests d. Accommodate caregiver schedules e. Have all open shifts for the following day staffed by the end of each day f. Update caregivers with new client information2. Brief caregivers on cases - use of briefing form is mandatory.3. Ensure caregivers have completed client specific training for all new cases.4. Utilize Front Loaded High Touch checklist with each new client.5. Answer phones with a friendly attitude, check e-mail and phone messages on a routine basis.6. Manage intake calls: a. Take incoming intake calls. b. Mail/email callers additional information. c. Manage intake calls utilizing Intake Manager software. d. Perform follow-up calls. e. Set up sofa visit or nurse assessment.

2. Manage overtime-limit overtime to emergency situations.8. On call duties as assigned.9. Manage the company online operations management system: a. Maintain schedule. b. Enter notes in the system regarding updates on clients and caregivers, document all phone calls and visits. c. Enter new caregiver and client information.10. Caregiver Recruitment a. Run ads as needed; find new media sources to run ads. b. Perform interviews both on the phone and in person. c. Administer appropriate tests using available learning systems. d. Check references on all applicants that pass the testing. e. Schedule orientations and invite appropriate applicants.11. Administrate weekly orientations a. Ensure at least three new applicants attend orientation each week. b. Make copies of all necessary documents and create badges for all employees. c. Show appropriate videos. d. Review employee handbook. e. Answer all questions, ensuring caregivers understand policies and procedures. f. Assist caregivers in filling out necessary paperwork. 12. Perform quality assurance calls to clients, caregivers and family members as outlined below. Document all calls. a. One day after new case b. One week after new case c. Monthly thereafter13. Create and maintain caregiver and client files.14. Collect and verify flowsheets for billing and payroll on a weekly basis.15. Run billing and payroll biweekly for approval by owner.16. Manage submissions to long-term care insurance providers, including all invoices, flow sheets and other required documentation.17. File flowsheets bi-weekly in client files.18. Schedule supervisory visits19. Perform caregiver yearly evaluations and caregiver discipline.20. Assist designated staff with unemployment and workers’ compensation claims.21. Assist program manager at off-site facilities with staffing needs.22. Other duties as assigned.