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On-Call Coordinator

Part-Time
Part-Time
,
LA
GA
FL
spanish-speaking
$
Signing bonus

*This position will be based remotely and provide after hours/weekend scheduling support*

Handles and directs calls received outside regular office hours. The on-call coordinator is a liaison between the office, employees, facilities, and clients while the office is closed. The on-call manager will ensure excellent customer service and quality home care services by answering calls for the agency while offices are closed. Activities include but are not limited to responding to calls about caregivers calling off shifts, filling shifts, providing information to caregivers, including giving directions, client cancellations, and taking inquiry calls for new services and calls from potential new employees.

Responsibilities

  • Receives after-hours telephone calls taking inquiries and requests from clients, facilities, and employees. Answers all service inquiries, promotes services appropriately, and coordinates all client services for new clients after regular business hours
  • Takes initial homecare service inquiry per agency protocol and schedules as appropriate for client needs and within agency protocols
  • Schedules after-hours open shifts or provides coverage for call-outs or new shifts. Schedules appropriate staff based on skillset while maintaining appropriate pay margins as established by the Director
  • Accurately answer questions that may arise about services provided. Provide client data to employees as needed and within the scope of their role
  • Forwards clinical or emergency calls to the appropriate RN or Director. Communicate to the leadership team any unmet referrals, complaints, or issues that arise outside the norm
  • Communicate with clients regarding cancellations, replacements, schedule changes, etc
  • Maintains all data changes, including demographic information, schedule changes, etc., in Homecare Homebase. Complete all electronic documentation system assigned workflow promptly and as indicated by the system
  • Maintains written coordination notes within the electronic documentation system of all communications. Receives summary report from office by 4:30 pm each day before taking the call. Gives verbal and written summary to the office by 8:00 am the next business day regarding on-call activities
  • Maintain on-call availability outside regular business hours and promptly and professionally return calls
  • Attends appropriate office meetings
  • Maintains familiarity with all State and Federal Laws governing private duty home care services and follows those laws appropriately
  • Other duties as assigned.

Requirements

  • High School graduate or equivalent
  • Basic computer knowledge and organizational skills
  • Excellent interpersonal relations and exceptional telephone and problem-solving skills
  • Knowledge of common medical terminology
  • Able to work independently, demonstrating sound judgment
  • Read, write, speak, and understand English as needed to perform all tasks.

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