Referral Coordinator

Benefits:

• Competitive salary
• Health insurance
• Paid time off
• Training & development

Right at home Waterloo is looking for a Referral Coordinator to join our team that would be responsible for bringing value to families inquiring about home care services. The Referral Coordinator is responsible for immediately answering the phone with the express intent of improving the quality of life for the caller, empathetically learning, and understanding a family’s care needs, sharing helpful community resources, and scheduling in-home consultations or care delivery start dates. In addition, this person is responsible for coordinating care with community referral sources such as Veterans Affairs, hospitals, skilled nursing facilities, and other related entities. The Referral Coordinator is accountable for increasing client conversions. The core competencies for this position are Verbal Communication, Customer Focus, Likeability, Listening, Critical Thinking, First Impression, Influential, Negotiation and Persuasiveness.

ESSENTIAL FUNCTIONS

VERBAL COMMUNICATION

Communicates effectively 1:1 and in group settings.

• Clearly organizes and presents thoughts.

• Easily articulates Right at Home’s mission, differentiators and services.

• Easily shifts thinking process based on flow and direction of conversation taking place.

• Evaluate, supervise, train and provide feedback to care staff to ensure quality care.

CUSTOMER FOCUS

• Creates extraordinary phone experiences to engage and convert new Right at Home clients, performs follow-up after initiation of services by calling the client for feedback about the first visit.

• Address issues related to utilization of services, create action plans to increase served hours.

• Responds to phone calls immediately, maintains data integrity by recording notes in WellSky.

• Offers solutions to the needs of the caller, resolves client’s complaints by identifying problems and coordinating appropriate corrective action.

• Is attentive to “on-hold” phone calls.

• Prepared to take request of a schedule from clients and schedule caregivers accordingly in coordination with Scheduler.

• Maintain strong, positive relationships with referral partners, payer sources, clients, and family members.

• Review monthly Home Care Pulse survey results and reach out to clients and caregivers based on this feedback, working to improve overall survey scores.

• Review and update client assessments so information is current for caregivers providing services and assess need for additional services.

• Performs supervisory visits and accompanies caregivers to shifts as needed and directed by Owner and Office Manager.

• Responds to telephone, fax, and email orders from referral sources, insurance companies, and Veterans Affairs (VA).

• Enters, tracks, and maintains all VA authorizations.

• Send out sympathy cards to grieving family members and thank you cards to care staff.

LIKABILITY

• Successfully builds immediate relationships over the phone.

• Helps caller feel comfortable by expressing empathy.

• Puts caller at ease with warm, sensitive and compassionate communication.

• Exhibits friendliness, sense of humor, genuineness, respect and a caring nature, even when juggling multiple tasks.

LISTENING

• Actively listens to the needs of the caller to build a care profile.

• “Tunes in” accurately to the opinions, feelings and needs of callers.

• Encourages the caller to speak by asking open-ended questions related to their care needs.

• Confirms understanding by “playing back” the caller’s needs and requests.

• Monitor staff, identifying problem situations, mentoring staff to develop/implement solutions for optimal outcomes.

CRITICAL THINKING

• Can “read between the lines” when families share details of their current care needs, living situation and family dynamics.

• Deals effectively with concrete, tangible issues, as well as with abstract, conceptual matters.

FIRST IMPRESSION

• Answers telephone with the express intent of improving the quality of life for the caller.

• Answers phone consistently, professionally and with a positive demeanor. Minimizes transfers, hold time and background noise.

INFLUENTIAL

• Helps caller feel confident by demonstrating credibility through care and community knowledge.

• Recognizes the fears, emotions and frustrations of families and provides valuable solutions to calm them.

• Motivates callers to schedule consultations or care by pushing appropriate “hot buttons.”

PERSUASIVENESS

• Sells the care experiences created by Right at Home.

• Uses charisma and credibility to help callers feel confident they have called the “best in home care.”

NEGOTIATION SKILLS

• Uses value, services and relationship to secure new clients and schedule care over the phone.

• Progresses uncommitted families through the inside sales process by confirming actionable next steps, follows up with prospects.

• Re-engages with families who inquired about services in the past, but have not yet started services, keep in touch with prospects.

EDUCATION / SKILLS / ABILITIES / AVAILABILITY

• High school graduate or equivalent with two years of business experience.

• Excellent office and computer skills and organizational abilities.

• Excellent interpersonal relations abilities. Excellent telephone skills.

• Knowledge of common medical terminology.

• Able to work independently, demonstrating sound judgment.

• Read, write, speak and understand English as needed for the job.

• Be available as required for on call duty outside of normal office hours conducted at home.

WORKING ENVIRONMENT

• Works primarily out of the local office, Monday-Friday 9:00am-5:00pm.

• Directs on call responsibilities as defined by Owner and Office Manager, currently every fourth week rotation with other office staff.

• Occasional travel as required.

• Create and maintain active VA authorizations for our clients who are veterans and send care logs, copies of invoices, and plans of care to VA and long-term care insurance companies as requested.

• Be willing and able of filling a last minute shift for a client or leaving the office to assist a client in some way as requested by management.

Compensation & Benefits:

• Salaried position with competitive pay ($22.00 to$26.00 /hour)

• • PTO
• Paid Holidays
• Health Insurance
• Discount prescription program
• Savings Plan
• • Same day pay with Tapcheck
• Ongoing paid training and development
• Recognition, celebrations, and great team interactions!'

IND123

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Right at Home Franchising Corporate.