Customer Care Coordinator

2 weeks ago

Youngstown, United States NESCO Inc Full time

Summary of Position The Customer Care Coordinator's primary responsibilities include the coordination of client visits, maintenance and upkeep of scheduling records, coordination of caregiver in-services and meetings. Other duties include accurate and timely communication when scheduling between the office and field staff teams. Processing new client referrals, conducting care giver orientations, managing general inquiries, and assisting with onboarding new employees. Reports to: Market & Business Development Manager Essential Duties & Responsibilities Maintain a current client roster with updated information. Participate in daily huddle meetings and weekly team meetings to discuss client concerns, scheduling issues, client hospitalizations, new admissions, clients who are on hold, in rehab or are being discharged, recent incidents and any other client or caregiver issues. Replace and fill all open shifts daily / maintain assignments necessary for payroll. Maintain compliance with Electronic Visit Verification as mandated. (EVV) Complete new client aide tasks based on the plan of care and maintain current client aide task updates for EVV. Check compliance of visits completed and approve when correct. Notify Branch Manager of any difficulties within the EVV system. Monitor schedule changes and notify all provider case managers daily of the changes. Maintain, verify and follow up on client status weekly. Daily review of the on-call log / addressing all situations reported. Perform quality control checks regarding caregiver performance and overall satisfaction with agency. Conduct care giver orientations. Coordinate new client referrals with clinical and billing team. Assist with care giver recruitment and onboarding. Assist with general inquiries regarding company's programs. All other duties as assigned. Qualifications High school diploma or GED required; At least one (1) year of recruiting experience required. Excellent interpersonal, written & verbal communication ability. Strong customer service skills and business ethics. Excellent organizational and time management skills. Physical Demands Must be able to remain in a stationary position 50% of the time. Needs to occasionally move about the inside of the office to access file cabinets, office machinery, etc. and bend or stand as necessary. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasionally positions self to move boxes or equipment weighing 25 pounds or less. Frequently communicates with fellow employees, clients, associates, etc. Must be able to perceive objects at a distance and up close. Must be able to travel for short or extended periods to other locations as needed for specific meetings, or to other business locations related to business. Exempt Status Non-Exempt Disclaimer The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain the complete comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Nesco Resource and affiliates provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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