Scheduling Support Specialist

Job Description: Scheduling Support Specialist

At Home Senior Care, a premier, private duty home care service is looking for a talented, compassionate hybrid Scheduling Support Specialist to work with our office team, our clients and our caregivers. This position is responsible for scheduling our team of quality caregivers and related administrative duties. The specialist will work closely with our Client Service Managers to ensure the highest quality service is provided to our clients and our caregivers. Ideally, the candidate will have a passion for senior care and excellent customer service skills.

The position is a full-time, benefited, hourly position with a weekly schedule of Monday, Wednesday, Thursday, and Friday (typically falling within the hours of 10-8) in addition to a Saturday rotation Evening and hands-on coverage flexibility are a requirement for this four-day workweek role. Occasional overtime hours will be available on weekends providing client care when needed. We strive to offer an environment that fosters a work/life balance with flexibility and compassion.

The ideal candidate will be available to train for the first month of employment in our Manchester, VT office. A suitable schedule will be created after training concludes in order to staff our Bennington and Manchester offices from week to week.

OBJECTIVE OF POSITION:
The ideal candidate should have 1 Year of Home Care Scheduling Experience and will focus on helping families create the best home care schedule for their loved ones and work with other team members to coordinate various aspects of a client's care. The role requires a continuous ability to work a flexible schedule and strategically modify schedules to best support the ongoing needs of clients to enable them to live safely and independently at home. Secondarily, the specialist will be attentive to caregivers' needs, working to retain top talent and maintaining employee satisfaction.
QUALIFICATIONS:

1. 
   

2. High School diploma or equivalent

3. Prior home care scheduling experience, preferred

4. Prior experience working in a fast-paced environment

5. Exceptional customer service and communication skills

6. Excellent relationship building and negotiation skills

7. Must possess a valid driver's license and auto insurance

8. Prior experience utilizing WellSky Personal Care, preferred

9. Resides within daily driving distance to both our Manchester and Bennington locations

PRIMARY RESPONSIBILITIES:

• Reflect the core values of At Home Senior Care, Trust, Respect & Compassion 

• Answer incoming calls in a friendly, professional, and knowledgeable manner

• Create and maintain client and caregiver schedules with an emphasis on creating high quality matches and the development of extraordinary relationships

• Log, maintain, monitor, and mediate all client and caregiver activity utilizing WellSky Personal Care

• Provide hands-on client care during staffing shortages, new client onboarding, and transitionary windows

• Follow up with all client and caregiver issues to ensure their problems are resolved

• Increase client loyalty to At Home Senior Care by utilizing thoughtful, curious inquiry to better meet our current client needs.

• Follow up and communicate caregiver and client issues to ensure problems are resolved

• Recognize and capture opportunities to increase service hours to enhance and/or increase quality care

• Field new client inquiries over the phone in a knowledgeable manner, enter the information into the software system and work with the team to communicate and prepare for the Care Consultation

• Demonstrate open and effective communication with colleagues, caregivers, clients and family members

• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team

Secondary Responsibilities:

• Participate as needed in caregiver meetings

• Assist with interviewing and onboarding new caregivers joining the At Home Senior Care team

• Conduct Service Inquiries and Care Consultations following in a consultative, thoughtful manner

• Perform any and all other functions and responsibilities deemed necessary

• Maintain regular attendance at the office to execute job responsibilities

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by At Home Senior Care

• Must demonstrate excellent oral and written communication skills and the ability to listen effectively

• Must have the ability to work independently, maintain confidentiality of information and meet deadlines

• Must demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills

• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures

• Must have the ability to organize and prioritize daily, quarterly, monthly and yearly work

• Must have the ability to establish good working relationships with the administration, office colleagues, clients and caregivers

• Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone

• Must present a professional appearance and demeanor

• Must have the ability to operate office equipment

• Must be patient and congenial on the telephone

• Must have computer skills and be proficient in GSuite; be willing to learn new software

• Must have the availability to work evenings and Saturdays as required

• Must have the ability to perform duties in a professional office setting

• Must demonstrate knowledge of the senior care industry

This job description does not create an employment contract, nor imply it. Employment with At Home Senior Care remains at will. The job description does not necessarily cover every task; additional responsibilities may be assigned, as necessary. This position will be primarily based in our Manchester and Bennington locations with limited travel to our other offices in VT.

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