Staff Coordinator

Objective:

The Service Coordinator is expected to perform a variety of duties in the coordination of scheduling service for clients. The Staff Coordinator is responsible for scheduling clients and CAREGivers^SM in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships.

Primary Responsibilities:

• Reflect the values of BeauCo LLC (d.b.a. an independently owned and operated Home Instead Senior Care franchise).
• 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 Senior Care 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 ensure 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 ensure that they are communicated and implemented within the team.

Secondary Responsibilities:

• 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

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

Supervisory Responsibilities:

• None

Knowledge, Skills and Abilities:

• Must understand and uphold the policies and procedures established by BeauCo LLC, (d.b.a. Home Instead Senior Care)
• 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