What are the responsibilities and job description for the Scheduler position at Home Instead?
OBJECTIVE:
The Service Coordinator/Scheduler is expected to perform a variety of duties in the coordination of scheduling service for clients. The Service Coordinator/Scheduler is responsible for scheduling clients and CAREGiversSM in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships.
PRIMARY RESPONSIBILITIES:
The Service Coordinator/Scheduler is expected to perform a variety of duties in the coordination of scheduling service for clients. The Service Coordinator/Scheduler is responsible for scheduling clients and CAREGiversSM in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships.
PRIMARY RESPONSIBILITIES:
- Reflect the values of Epic Home Care, Inc. DBA Home Instead
- Answer incoming calls in a friendly, professional and knowledgeable manner.
- Create and maintain client and CAREGiver schedules with an emphasis on creating high quality matches and the development of extraordinary relationships.
- Monitor, mediate, and log all client and CAREGiver activity utilizing the software system.
- Follow up with all client and CAREGiver issues to ensure their problems are resolved.
- Enter and maintain accurate client and CAREGiver records in the software system.
- Increase client loyalty to Home Instead by utilizing the consultative sales process to better meet our current client needs.
- Follow up and communicate CAREGiver and client issues to ensure problems are resolved.
- Design, test and implement a responsive contingency plan that ensures 100% maintenance of Service Hours.
- Recognize and capture opportunities to increase service hours to enhance and/or increase quality care.
- Field new client inquiries over the phone in a knowledgeable manner, enter the information into the software system and work with team to communicate and prepare for the Care Consultation.
- Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members.
- Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
- Participate as needed in all CAREGiver meetings
- Conduct Service Inquires and Care Consultations following the consultative sales process.
- Perform any and all other functions and responsibilities deemed necessary
- Maintain regular attendance at the office to execute job responsibilities
- 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
- Must have an understanding of and uphold the policies and procedures established by Epic Home Care, Inc. DBA Home Instead, (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 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, quarterly, monthly and yearly work
- Must have the ability to establish good working relationships with the franchise owner, office colleagues, clients and CAREGivers
- 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 have the ability to operate office equipment
- Must be patient and congenial on the telephone
- Must have computer skills and be proficient in Word and Excel
- Must have the availability to work evenings and weekends as required
- Must have the ability to perform duties in a professional office setting
- Must demonstrate knowledge of the senior care industry
- BA/BS degree
- 2 years experience in scheduling or professional office environment
- Experience with computers and various software programs
- Effective written and verbal communication
- Ability to work well with a team in an office setting
- US Citizen or Green Card holder
