On Call Coordinator
1 week ago
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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