On Call Coordinator

1 week ago


Philadelphia, Pennsylvania, United States Open Systems Healthcare Full time
Job Description

This position operates from Monday to Thursday, 5:00 PM to 8:30 AM, and is paid hourly.

The On-Call Coordinator is responsible for providing excellent customer service to clients and caregivers across multiple offices outside of regular business hours.

Key Responsibilities:

  • Provide case management and staffing services as described after hours Monday to Thursday.
  • Coordinate staffing of clients' shifts according to the client's care plan.
  • Maximize schedules and reduce the number of open shifts while minimizing overtime and scheduling inefficiencies.
  • Respond to client grievances and complaints with thorough documentation and attention to their concerns while providing high-quality customer service.
  • Respond to caregiver complaints with thorough documentation and attention to their concerns while providing high-quality customer service.
  • Respond to initial incident reports, asking detailed questions to identify root causes of the issues.
  • Handle all inquiries/referrals promptly to determine the urgency of follow-up needed, communicate with the branch as necessary.
  • Upkeep the company's electronic health record system to ensure the provision of quality care and documentation of an accurate record of the company, client, and caregiver actions.
  • Ensure frontline staff/client interpersonal and relationship management.
  • Perform all other duties as required and assigned by OSH representative.
  • Follow Open Systems Healthcare's Policies and Procedures.
  • Follow Federal, State, and local laws and regulations pertaining to home care services.

Requirements:

Required Qualifications, Education, and Experience:

  • Experience in customer service preferred.
  • Experience in scheduling preferred.
  • Evidence of Tuberculosis screening that meets CDC guidelines.
  • Strong computer skills.
  • Basic understanding of Microsoft Office.

Core Values:

  • Teamwork (We Is The New Me): Works collaboratively together with others to achieve group goals and objectives.
  • Accountability (Celebrate The Wins; Be Aware Of Weaknesses): Takes personal responsibility for the quality and timeliness of work and actions, and achieves results with little oversight.
  • Conscientious (Do The Little Things...All Of Them): Conscientious in work ethic and interpersonal management.
  • Motivation (Know The Why): Focuses on results and desired outcomes and how best to achieve them. Gets the job done.
  • Critical Thinking and Complex Problem Solving (Work The Problem): Resolves difficult or complicated challenges.
  • Development and Continual Learning (We Don't Set Your Limits; You Do): Displays an ongoing commitment to learning and self-improvement.

Preferred Competencies:

  • Ability to work in a fast-paced work environment.
  • Ability to effectively communicate externally as well as internally with all levels of the organization.
  • Ability to focus on Client Needs by anticipating, understanding, and responding appropriately to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
  • Ability to handle confidential information in compliance with HIPAA.
  • Ability to handle sensitive information in a calm and professional manner.
  • Ability to lead change and innovation.
  • Ability to manage multiple tasks on a daily basis and manage time efficiently.
  • Public relations ability, interpersonal skills, and professional telephone manner.
  • Resourcefulness.
  • Attention to detail.
  • Interpersonal communication.
  • Intercultural communication.

Working Conditions and Physical Demands:

  • This job operates in a remote home office environment.
  • This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
  • Ability to perform tasks involving physical activity, which may include light-medium moving and extensive self-positioning.


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