Client Service Scheduler

2 weeks ago


Statesville, North Carolina, United States Home Instead Senior Care Full time

Objective:

The Client Service Scheduler plays a crucial role in managing the logistics of service appointments for clients. This position is dedicated to aligning clients with Care Professionals to ensure exceptional service delivery, focusing on fostering meaningful relationships. The Scheduler will utilize the Well Sky (ClearCare) platform to ensure that Care Professionals are appropriately matched with clients based on their qualifications.

Primary Responsibilities:

  • Embody the core values of Home Instead Senior Care.
  • Respond to incoming inquiries in a courteous, professional, and knowledgeable manner.
  • Develop and maintain schedules for clients and Care Professionals, prioritizing quality matches and relationship building.
  • Track, mediate, and document all interactions between clients and Care Professionals using the Well Sky system.
  • Address and resolve all client and Care Professional concerns promptly.
  • Maintain accurate records for clients and Care Professionals within the software system.
  • Enhance client loyalty by employing a consultative approach to meet their needs effectively.
  • Communicate and follow up on issues related to Care Professionals and clients to ensure resolution.
  • Design and implement a responsive contingency plan to guarantee consistent service hours.
  • Identify opportunities to expand service hours to improve care quality.
  • Field inquiries from potential clients over the phone and direct them to the appropriate leadership personnel.
  • Maintain open communication with the franchise owner, colleagues, Care Professionals, clients, and their families.
  • Adhere to all company policies, procedures, and ethical standards, ensuring they are communicated within the team.
  • Participate as an active member of the emergency on-call team as required.
  • Meet weekly with the Recruitment Coordinator to ensure a steady pipeline of Care Professionals to meet client scheduling needs.

Secondary Responsibilities:

  • Engage in Care Professional meetings as necessary.
  • Conduct service inquiries and consultations following the consultative sales approach.
  • Perform additional functions and responsibilities as needed.
  • Maintain regular office attendance to fulfill job duties.

Education/Experience Requirements:

  • High school diploma or equivalent.
  • One year of relevant business experience or a combination of education and experience may be considered.
  • Must possess a valid driver's license.

Supervisory Responsibilities:

  • None.

Knowledge, Skills, and Abilities:

  • Understanding and adherence to the policies and procedures of Home Instead Senior Care.
  • Excellent oral and written communication skills with effective listening abilities.
  • Ability to work independently while maintaining confidentiality and meeting deadlines.
  • Strong interpersonal skills along with sound judgment and decision-making capabilities.
  • Discretion, integrity, and fairness consistent with company standards.
  • Ability to organize and prioritize tasks effectively.
  • Capability to build positive working relationships with the franchise owner, office staff, clients, and Care Professionals.
  • Ability to remain attentive on the phone for extended periods.
  • Professional appearance and demeanor.
  • Proficiency in operating office equipment.
  • Patience and congeniality when communicating over the phone.
  • Computer skills with proficiency in Word and Excel.
  • Availability to work evenings and weekends as required.
  • Ability to perform duties in a professional office environment.
  • Knowledge of the senior care industry.


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