Service Coordinator

Are you someone who is energetic and able to multi-task as you steadily work to accomplish your “must do’s” each day? Do you like the challenge of solving puzzles or coming up with a plan that is superior, even under pressure? Do you want to create meaningful relationships with aging adults, their families, and wonderful caregivers? Are you a team player who excels working in a diverse and inclusive work culture? If so, we have the position for you! Home Instead Covina is an agency that has been providing non-medical care to older adults and people with special needs in private homes and facilities in the San Gabriel Valley communities of East LA County for 28 years with a mission to help them to remain in their home and meet the challenges of aging with dignity, care, and compassion. We are seeking a compassionate, dedicated, organized and goal driven self-starter to join our growing team as a Service Coordinator and an integral team member to ensure exceptional professional care is delivered to our clients.

We are looking to fill this position as soon as possible. Please review the responsibilities below and apply with cover letter outlining how you qualify for the job, resume, and pay expectations. Candidates who submit the required documentation and meeting qualifications will be contacted for next steps.

The Service Coordinator has the responsibility to perform a variety of duties in the coordination of scheduling & delivering excellent professional service to our clients. The work requires an individual who is excellent at juggling multiple tasks during the day, quick-on-their feet to problem solve, remain cool under pressure, and thrive in an environment where time-sensitive demands are normal course of business for the day.

Our Ideal Candidate is a highly organized, results driven, energetic, friendly professional who can mentor and inspire the success of others. The Service Coordinator needs to be a customer focused problem-solver who approaches their work with compassion and empathy. The person must have a genuine desire and passion to serve the older adults and the special needs individuals in our community.

Pay: $20 to $23 based on qualifications & experience of the candidate; plus, performance incentive pay

Benefits:

• Competitive base pay plus performance incentive pay
• Participation in team bonus
• Vacation Pay (after meeting qualification criteria)
• Paid Company Holidays
• Paid Sick Time
• Paid Training
• Retirement Plan
• Employee Discounts
• Direct Deposit
• Mileage & Travel Reimbursements
• Access to Company Vehicles
• Supportive/Collaborative & Safe Work Environment
• Career Advancement Opportunities

Primary responsibilities include, but are not limited to:

• Reflect the core values of Sulochana, Inc., d.b.a., an independently owned and operated Home Instead franchise.
• Answer each incoming call/greet and welcome each office visitor in a friendly and warm manner.
• Based on care plans & identified match criteria, create and maintain client and caregiver schedules with an emphasis on creating high quality matches and the development of extraordinary relationships.
• Schedule client/caregiver introductions
• Follow up with all client and caregiver issues to ensure their problems are resolved expeditiously.
• Monitor, mediate, and log all client and caregiver activity utilizing the operating system.
• Ensure all caregiver employees submit documentation timely for licensing and internal requirements before scheduling them for assignments; Ensure compliance with applicable labor laws and company service requirements.
• Enter and maintain accurate client and caregiver records in the operating system.
• Design, test and implement a responsive contingency plan that ensures 100% maintenance of service hours; Responsible for capacity planning.
• Increase client loyalty to Home Instead by utilizing the consultative sales process to better meet our current client needs.
• Recognize and capture opportunities to increase service hours in scenarios to enhance and/or increase quality care.
• Field new client inquiries in a knowledgeable manner, enter the information into the prospect management system and work with team to communicate and prepare for the care consultation.
• Partner with the hiring staff to identify and fill capacity gaps and address other resource issues that may impact service.
• Assist with caregiver hiring process by handling employment inquiries, interviewing candidates and moving applicants through the process.
• Identify caregiver performance issues & training needs and partner with appropriate staff to resolve.
• Handle office responsibilities to allow a consistent full-time networking effort, which is critical in building the business.
• Manage/Track Daily/Weekly/Monthly Key Performance Indicators.
• Weeknight and/or Weekend On-Call rotation with the other office staff.
• Ensure Home Instead standards are met and upheld.
• Maintain regular attendance at the office to execute job responsibilities.
• Demonstrate open and effective communication with the operations manager, franchise owner, colleagues, caregivers, clients, family members and vendor contacts.
• Adhere to all company policies, procedures and business ethics codes and ensure that they are communicated and implemented within the team.

Requirements:

• High School graduation or equivalent; associate or bachelor’s degree preferred, or an equivalent combination of education and work experience may be considered
• Minimum 2 years home care experience required; Must demonstrate knowledge of the elder care industry
• Minimum 1 year experience in high volume scheduling, preferably in home care industry
• Must be fluent in English and demonstrate excellent oral and written communication skills and able to listen effectively; Bilingual English/Spanish is a plus
• Must demonstrate effective interpersonal skills as well as sound judgment, good decision-making skills and ability to maintain confidentiality of information
• Must have superior organizational skills with attention to detail and the ability to prioritize tasks/projects effectively, good work ethic, ability to work independently, set priorities, meet objectives & deadlines, and manage multiple projects simultaneously
• Must have the ability to present a professional appearance, demeanor and to work as a part of a team
• Must have the ability to work evenings, weekends and holidays as required and be flexible to the demands of the business
• Willing and able to do continuous training & development and strive for excellence
• Must be tech savvy and have excellent technology skills, ability to quickly learn, master and manage applicable systems, software and online applications essential to the job; must be proficient in MS Office Suite (Outlook, Excel, Word, etc.) and Social Media applications
• Must possess a valid driver’s license, reliable car and auto insurance
• Must be able to pass employment screening process and state Licensure requirements
• Must live near Covina, CA and the franchise territory
• Must be authorized to work in the USA

Home Instead Covina operates 24 hours a day, 7 days a week. Each Home Instead franchise is independently owned and operated.

Salary : $20 - $23