Griswold Home Care, Inc Schedule Coordinator in Raleigh, North Carolina
Schedule Coordinator Job Description Responsible for customer service and relationship management ensuring that clients receive the highest quality of care and are extremely satisfied. The Care Coordinator orchestrates, monitors and supervises the care and communicates care coordination details to all team members, other providers, and family members. Care Coordinator develops referrals through phone contact. Participates in relevant community events. Partners with other team members to monitor referrals, phone conversions, home visits, new client’s assimilation and ongoing client scheduling. Works with the entire Griswold staff to coordinate care for our clients. Participates in management on-call rotation. Care Coordinator Qualifications High School diploma and two years related experience and/or training; or equivalent combination of education and experience. College degree in related field preferred. Knowledge of office procedures and health care also preferred. Requires proficiency in word processing and computer skills (Office, Excel, & Power Point). Will need to master additional software. Caregiving experience a plus!!! Must possess above average human relations, customer service, problem solving, and organizational skills. Must be able to work under time pressures and manage multiple demands simultaneously. Extreme attention to details is essential. Excellent telephone and communication skills are necessary. Must be a team player willing to share information and work cooperatively with other members of the management team and caregiving staff. Essential Functions: • Answers potential client inquiries whether made via phone or web and qualifies them for home visits. Responsible for entering initial calls, notes, and scheduling home visit. • Recruits, interviews, and performs post interview tasks needed for onboarding process. • Manages new client assimilation process and ensures it is completed in specified time frame. • Responsible in managing the ongoing details of coordination that leads to internal sales for existing clients including problem resolution, up selling, quality assurance, anticipating needs, advising families, directing field staff, following up after new field staff is assigned. • Responsible for scheduling client care. • Conducts client recovery activities for deactivations, hospitalizations, hour’s reductions, and cancelled hours. Responsible for ensuring that clients value our services as outstanding. • Develops and maintains prospects, clients, care providers and referral sources database for relationship management. Responsible for entering contacts, phone conversation information (notes), and activity tags into company software. • Coordinates care with Griswold team, family members, and other care providers. • Tracks, scrutinizes and processes all daily care logs, audio notes on a weekly basis and client in-home logs as needed. Initiates care coordination process based on information gathered in the notes with the necessary parties and documents accordingly. • Follows all office communication and documentation protocols to ensure excellent service to clients, staff, potential and inactive clients. • Supports other team members in resolving scheduling challenges, calling schedules and shifts, entering new client and caregiver information into company software as well updating info. • Participates in on-call rotation. While on-call, handles all client, caregiver, and scheduling issues that occur and conducts all new client intakes as needed. Is responsible for covering caregiving shifts in the event that a caregiver cannot be located. • Attends weekly management meetings and participates in the development of systems and procedures to improve care coordination, client satisfaction, and employee performance. Supports office operations as needed • Assists the other members of the management team as needed. Completes special projects as assigned.