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Essential Functions

Covers all schedules from Friday 5:00 pm through Monday 12 noon and is available to assist a Care Associate and/or client if there is an emergency.

Responds promptly and courteously to all in-bound clients’ or caregiver calls.

Directs caller to 911 if appropriate and/or calls 911 on caller’s behalf if deemed necessary.

Contacts the Back-up On-call Care Manager in emergencies only or when there is an urgent request for services.

Triages incoming calls from caregivers/clients for scheduling changes, or services needed and forwards to appropriate personnel when necessary.

Keeps an accurate log of calls made and received and itemized time spent working while on-call

Monitors and manages schedules in Clear Care for up to the minute status. This can be done via SMS alerts for missed clock-ins and clock-outs.

Makes necessary staffing changes to weekend shifts to maintain schedules in the event of a required schedule change, cancellation, and/or call-out.

Notifies all relevant parties of any staffing and or scheduling changes using our 3Cs® Model: Clients (and/or family), Care Associates, and Care Managers.

Understands and complies with Company Policies and Procedures.

Supervises Care Associates, as needed, consistent with Company Policies and Procedures and Employee Handbook.

Attends to shifts as a backup caregiver, if required.

Maintains clear, precise and timely documentation in Clear Care.

Communicates essential information to Care Managers for new inquires, referrals or scheduling difficulties in a timely manner.

Education, Experience, Knowledge, Skills, & Abilities

WA State Certification equal to or greater than Personal Care Aide (CNA, HCAC, or equivalent).

High School Diploma/GED and at least 1 year of customer service experience in the healthcare field.

Desire to work with and improve the quality of life seniors and disabled adults.

Ability to multi-task and stay calm in a fast-paced environment while ensuring attention to detail.

Basic office and computer skills and organizational abilities.

Knowledge of Clear Care and/or scheduling software (training will be provided).

Knowledge of in-home care, experience in the caregiving/medical field.

Excellent communication skills via phone, in person, and in writing.

Good customer service skills and the ability to ensure all client and employee needs are met in a timely manner.

Able to work independently, demonstrating sound judgment.

Read, write, speak, and understand English as needed for the job.

Ability to pass criminal background check & pre-employment drug screening requirements.