What are the responsibilities and job description for the Services Scheduling Coordinator position at Home Instead?
Services Coordinator (Scheduling) Job Description
Klipsch Senior Care, LLC. d/b.a. Home Instead
Objective: The Service and Engagement Coordinator at Klipsch Senior Care will drive our mission to expand compassionate in-home care for aging adults, directly contributing to our 12.5% year-over-year hours of care growth goal, while simultaneously fostering a high-quality culture. This role is responsible for the coordination of scheduling services for clients and Care Professionals, ensuring the highest quality service and creating extraordinary relationships. Additionally, they will contribute to the development and engagement of Care Professionals, helping to maintain a positive and supportive work environment.
At the heart of Klipsch Senior Care are our core values: Empathy, Caring, Respect, Love, Integrity, Positive Energy, Passion, Patience, Persistence, Professionalism, and Community Focus. These core values help us to live our vision statement of "Making lives better: every day, every interaction." By embodying these principles, this role will become a trusted resource within the community and a valued mentor to our Care Professionals.
Primary Responsibilities
This position does not have direct supervisory responsibilities
Knowledge, Skills, And Abilities
Klipsch Senior Care, LLC. d/b.a. Home Instead
Objective: The Service and Engagement Coordinator at Klipsch Senior Care will drive our mission to expand compassionate in-home care for aging adults, directly contributing to our 12.5% year-over-year hours of care growth goal, while simultaneously fostering a high-quality culture. This role is responsible for the coordination of scheduling services for clients and Care Professionals, ensuring the highest quality service and creating extraordinary relationships. Additionally, they will contribute to the development and engagement of Care Professionals, helping to maintain a positive and supportive work environment.
At the heart of Klipsch Senior Care are our core values: Empathy, Caring, Respect, Love, Integrity, Positive Energy, Passion, Patience, Persistence, Professionalism, and Community Focus. These core values help us to live our vision statement of "Making lives better: every day, every interaction." By embodying these principles, this role will become a trusted resource within the community and a valued mentor to our Care Professionals.
Primary Responsibilities
- Reflect the values of Klipsch Senior Care, LLC (d.b.a. an independently owned and operated Home Instead franchise).
- Answer incoming calls in a friendly, professional and knowledgeable manner.
- Recover and preserve client hours of care by ensuring hours are rescheduled if schedule changes occur
- Create and maintain client and Care Professional schedules with an emphasis on creating high quality matches and the development of extraordinary relationships.
- Monitor, mediate, and log all client and Care Professional activity utilizing the software system.
- Follow up with all client and Care Professional issues to ensure their problems are resolved.
- Enter and maintain accurate client and Care Professional 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 Care Professional 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 as needed in a knowledgeable manner and work with team to communicate and prepare for the Care Consultation.
- Demonstrate open and effective communication with the franchise owner, colleagues, CARE Professionals, 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.
- Associate's degree preferred.
- One year of facilitation/training experience or an equivalent combination of education and additional work experience may be considered.
- Prior scheduling experience
- Experience with Microsoft Teams and other virtual meeting platforms is required.
This position does not have direct supervisory responsibilities
Knowledge, Skills, And Abilities
- Must have an understanding of and uphold the policies and procedures established by Klipsch Senior Care, LLC. 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 the ability to demonstrate effective interpersonal skills is essential as well as sound judgment and good decision-making
- 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, quarterly and yearly work
- Must have the ability to establish good working relationships with office colleagues, the franchise owner, clients and the community
- Must present a professional appearance and demeanor
- Must have the ability to operate HI technology systems
- Must have computer skills and be proficient in client care systems, scheduling software, Word and Excel
- Must be able to work evenings or weekends as required
