What are the responsibilities and job description for the After-Hours Coordinator position at Help at Home?
Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re focused on serving people and the communities we are part of.
Job Summary
The After-Hours Care Coordinator is a REMOTE position responsible for providing third shift support to clients and caregivers. The work hours for this position consists of Monday, Wednesday, Friday and hours 5:30a-11am EST and Saturday and Sunday hours 7:45a-8pm EST. This position is responsible for confirming our caregivers have arrived at the client during their scheduled time, ensuring company policies are followed, re-staffing caregiver callouts, completing schedule changes, and staffing new cases, and handling escalations from third party answering service with call routing and escalations, when applicable.
As a Key Member Of The Team
Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.
Data Security and Privacy Statement
At Help at Home, we prioritize protecting your personal information during the hiring process. We comply with all relevant data privacy regulations, including HIPAA and SOX where applicable. Your data will only be used to assess your employment suitability and won't be shared with unauthorized parties.
We use strong security measures to protect your information from unauthorized access or disclosure. By submitting your application, you consent to this process. You can access, modify, or request deletion of your data by contacting us.
Employees must adhere to our data protection policies and legal requirements to safeguard sensitive information.
Job Summary
The After-Hours Care Coordinator is a REMOTE position responsible for providing third shift support to clients and caregivers. The work hours for this position consists of Monday, Wednesday, Friday and hours 5:30a-11am EST and Saturday and Sunday hours 7:45a-8pm EST. This position is responsible for confirming our caregivers have arrived at the client during their scheduled time, ensuring company policies are followed, re-staffing caregiver callouts, completing schedule changes, and staffing new cases, and handling escalations from third party answering service with call routing and escalations, when applicable.
As a Key Member Of The Team
- You are flexible and can embrace change
- You value progress over perfection
- You care about your work, the team you’re on, and the people we are helping
- You make it a priority to get to know the people around you – build relationships with your colleagues and business partners
- You say what needs to be said, while considering how it’ll affect culture and output
- Hold others to a high standard
- Receives and handles incoming calls from employees, clients, and other agencies, in a timely and professional manner.
- Identifies the nature of the inquiry or issue and provides accurate and appropriate solutions, guidance, or information to caller within established guidelines and procedures.
- Provide support and direction to third party answering service, as needed.
- Assist each market with a variety of internal inquiries including HR-related questions, IT support, policy clarification, benefits information, and other general inquiries as needed.
- Maintain accurate and detailed records of all calls, inquiries, and resolutions in the systems to ensure proper tracking and follow-up.
- Collaborate with individuals to escalate and resolve complex or unresolved issues promptly, ensuring timely and satisfactory resolution.
- Demonstrate empathy, patience, and professionalism in all interactions.
- Coordinate urgent escalations and clinical inquiries based on client’s condition within each market.
- Perform audits on calls and documentation to ensure quality assurance.
- Respond to initial incident reports, asking detailed questions to identify root causes of the issues.
- Upkeep the company's electronic health record system to ensure the provision of quality care and documentation of an accurate record of the company, client, and caregiver actions.
- Comply with company policies, confidentiality guidelines, and state specific regulations while handling caller information and data.
- Perform all other duties as required and assigned by manager.
- Ability to work in a fast-paced work environment.
- Ability to effectively communicate externally as well as internally with all levels of the organization.
- Ability to focus on Client Needs by anticipating, understanding, and responding appropriately to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
- Strong interpersonal and intercultural communication skills.
- Ability to handle confidential information in compliance with HIPAA.
- Ability to lead change and innovation.
- Ability to manage multiple tasks on a daily basis and manage time efficiently.
- Public relations ability, interpersonal skills and professional telephone manner.
- Strong attention to detail.
- Proficient in Microsoft office.
- High School Diploma or GED required.
- Previous experience in customer service.
- Previous experience in scheduling preferred.
- Weekly pay of $15.00 hourly
- Direct deposit
- Healthcare, dental, and vision insurance
- Paid time off and parental leave
- 401k
- Ongoing, in-depth training opportunities
- Meaningful work with clients who need your help
- Career growth and experience with an industry leader with 40 years of history in a high-demand field
Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.
Data Security and Privacy Statement
At Help at Home, we prioritize protecting your personal information during the hiring process. We comply with all relevant data privacy regulations, including HIPAA and SOX where applicable. Your data will only be used to assess your employment suitability and won't be shared with unauthorized parties.
We use strong security measures to protect your information from unauthorized access or disclosure. By submitting your application, you consent to this process. You can access, modify, or request deletion of your data by contacting us.
Employees must adhere to our data protection policies and legal requirements to safeguard sensitive information.
Salary : $15
