Job Summary:
The primary responsibility of this position is to provide excellent customer service to our Clients and their families, our Care Associates, our referral partners, and our office colleagues. The On-Call Care Coordinator handles all incoming calls, the routing of initial inquiries, and distributes notes and messages. The primary responsibility of this position is to monitor and supervise weekend schedules and to be available for emergency assistance of our Clients and Care Associates.
Schedule:
Friday 5:00pm to Monday 9:00am - working from home
Training will be provided from our Bellingham office.
Duties and Responsibilities:
Answers incoming calls, within 2 rings, positively and warmly
Obtains caller’s name, phone number, and reason for call
Provides phone messages to office staff in a timely manner – utilizing the call log, filling it out completely, noting the urgency of the message. Or email if the recipient of the message will be out of the office for more than 4 hours or the message is urgent
Monitors Live View in ClearCare and text alerts to ensure Care Associates are prompt to assigned shifts. Calls Care Associates that are not clocked in on time
Clock Care Associates in and out of shifts when called – making appropriate notes on the shift
Directs caller to 911 if appropriate and/or calls 911 on caller’s behalf if deemed necessary.
Re-directs all general information calls/ future schedule change requests/leave requests/etc. to the office for handling during regular office hours M-F 830am – 5pm.
Contacts the Backup On-call Manager in emergencies, urgent request for services, special approvals, etc.
Keeps an accurate log of calls made and received with a description of the event, and itemized time spent working for all hours.
Monitors and manages schedules in Clear Care (an internet scheduling software) 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 evening and early morning 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 5Cs® Model: Clients (and/or family), Care Associates, Care Managers, ClearCare, and Coworkers.
Understands and complies with Company Policies and Procedures.
Attends to shifts as a backup caregiver, if required.
Maintains clear, precise and timely documentation in Clear Care.
Communicates essential information to Back up On-call Managers for new inquires, referrals or scheduling difficulties in a timely manner
Qualifications:
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.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Right at Home Franchising Corporate.