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, HCA’s and Care Managers.
Schedules and coordinates day-to-day activities of caregivers and clients in a rota format.
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 work load 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 receive supervision and appraisals
Ensure 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.
Cover care Calls Ad-hoc when required (due to staff sickness and periods when short staffed)
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.
Education, Experience, Knowledge, Skills, Abilities and Availability
Knowledge of Domiciliary Care and significant work experience in the caregiving/medical field
Must be working towards or have attained at least a Health & Social Care level 3 or equivalent
Ability to multi-task and stay calm in a fast-paced environment while ensuring attention to detail
Excellent interpersonal skills
Excellent organisational abilities
Excellent communication skills via phone, in person, and in writing
Excellent customer service skills and the ability to ensure all client and employee needs are met in a timely manner
Proficiency with Microsoft Windows based programs such as Word, Excel, Outlook and internet based applications
Read, write, speak, and understand English fluently as needed for the job
Ability to participate in an after-hours on-call rotation
Valid UK Driver’s License and insurance
Ability to pass criminal background check & pre-employment drug screening requirements
To maintain a flexible attitude towards duties and responsibilities, to ensure the efficient working of the team
Able to deal with and manage conflict in a professional calm manner
To adhere to set department budget constraints
Ability to use own initiative but also know when matters need to be referred to a senior staff member. If a query has been presented to you and you are unable to resolve the matter, it must then be escalated to the head of department
To carry out any other duties appropriate to the post
Works primarily out of the regional office and within for reporting and administrative updates
The Person: You will also have experience in:
Experience of service provision in the care profession
Maintaining quality control systems
Ability to establish and maintain effective working relationships
Ensure that all computerised and manual records are up to date ward
Networking with outside organisations
MUST CURRENTLY DRIVE, preferably with own transport
There will also be ‘on call’ duties on a rotational basis