Works under the direction of the Home Care Manager to coordinate, develop, and manage our client & employee schedules. The primary duties as staffing coordinator include matching caregivers/clients based on skill level & availability, tracking client/employee hours, filling open shifts, assisting clients with schedule changes, handling employee sick calls, assisting with client/employee relations, monitoring telephone system for accuracy, keeping excellent documentation/records, and participating in an on-call rotation. The Care Services Coordinator handles all incoming calls, routing, and processing of initial enquires. The Care Services Coordinator may also be required to conduct care assessments for clients in the field as well as caregiver introductions.
Inside Sales (Inbound Call Management)
Answers telephone, takes inquiries or messages using excellent telephone technique.
Receives referrals and enquiries on the programs of this company.
Responds promptly and courteously to all clients’ calls.
Triages incoming calls from caregivers/clients for scheduling changes, or services needed and forwards to appropriate personnel.
Scheduling and Service Coordination
Serves as liaison between clients, HCAs and Care Managers.
Schedules and coordinates in a rota the day-to-day activities of caregivers and clients.
Maintains documentation of associate work record in CareFree and the Pass System and ensures current and complete personnel records for all homecare associates.
Have responsibility for all staff – plan, allocate and evaluate the workload of all staff
Ensure Compliance requirements are met
Ensure that all computerised and manual records are up to date
Write reports and maintain monitoring of service
Ensure all staff receives supervision and appraisals
Ensure the training needs of all staff are met effectively – implement induction programmes and identify and provide for on-going training needs
Maintain effective assessment and review procedures
Recruitment and Personnel
Assists with recruiting, orientations, in-services, disciplinary actions, etc.
Assists with preparation for orientations by preparing appropriate documents/folders.
Maintains office record keeping, filing and supplies.
Maintains Policies and Procedures Manual and Employee Handbook.
Coordinates with weekend on-call supervisors and performs on-call coordinator duties as needed.
Meets weekly with Care Managers to review issues and to strategize best operating practices.
Assists with sales, marketing, and public relations efforts.
Participates in the continuing commitment for quality care, including attendance at mandatory agency staff meetings.