On Call Coordinator - Work from Home

Work From Home - On Call Coordinator (Must reside in Douglas, Dodge, Saunders or Washington county) in Nebraska

This position is after hours - 5pm to 8am - Some Weekends and Holidays

Objective: The On Call Coordinator is expected to perform a variety of on-call duties. This position is expected to work closely with our administrative Care Team in order to provide the highest quality service to clients.

Primary Responsibilities

• Reflect the core values of (Hudnall Home Care, Inc.), (d.b.a. an independently owned and operated Home Instead franchise).
• Prior to start of on call shift, review schedule with designated Service Coordinator and become aware of any potential trouble spots that might arise.
• Obtain resources needed for on call responsibilities such as laptop, tablet and/or phone along with any paper resources deemed necessary. Chromebook is available to use.
• Answering each incoming call in a friendly, professional, and knowledgeable manner and respond quickly to their needs.
• Fill all Client shifts following designated office scheduling processes.
• Communicate changes in Client Shifts to the Client(s) and Care Pros.
• Contact backup person when questions arise about clients or Care Pros that require input
• Fill in on assignments that come open until a replacement Care Pros is found
• Communicate client and Care Pros concerns or problems with owner or designated key player.
• Monitor and log both client and Care Pro activity and follow up on Care Pro assignments and client service in the operating system.
• Field new client & Care Pro inquiries over the phone in a knowledgeable manner and schedule care consultations
• Create a log of the activities of your shift and communicate that to the entire team in email
• Return resources to the office following your shift.
• Demonstrate open and effective communication with administrative Care Team members and Care Pros
• Ensure Home Instead standards are met and upheld
• Weekend On Call starts Friday at 5p through Monday at 8a
• Weeknight On Call starts at 5p Monday through Thursday till 8a the following day.
• 100% of calls answered and returned during shift
  
  

Education/Experience Requirements

• High school graduation or the equivalent
• One year of related business experience or an equivalent combination of education and work experience may be considered
• Must possess a valid driver’s license
  
  

Knowledge, Skills And Abilities

• Must have an understanding of and uphold the policies and procedures established by (Hudnall Home Care, Inc.), (d.b.a. an independently owned and operated Home Instead franchise)
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Must have knowledge of the senior care industry
• Must demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Must have the ability to organize and prioritize daily, monthly and yearly work
• Must be able to establish good working relationships with management, colleagues, franchise owners and their staff
• Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone
• Must present a professional appearance and demeanor
• Must be able to operate office equipment
• Must be patient and congenial on the telephone
• Must have computer skills and be proficient in Word and Excel
• Must be able to work evenings or weekends as required
• must be able to perform duties in a professional office setting
  
  

Your employer is (Hudnall Home Care, Inc.), (d.b.a. an independently owned and operated Home Instead franchise). Your employer is not Home Instead, Inc. This job description does not create an employment contract, nor imply it. Employment with your employer remains at will.