Service Coordinator - Home Instead Senior Care : Job Details

Service Coordinator Job DescriptionOak Stone SCorp., d/b/a Home Instead Senior CareObjective:The Service Coordinator is expected to perform a variety of duties in the coordination of scheduling service for clients. The Service Coordinator is responsible for scheduling clients and CAREGiversSM in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships.Primary Responsibilities: Reflect the values of Oak Stone SCorp., (d.b.a. an independently owned and operated Home Instead Senior Care franchise).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.Monitor, mediate, and log all client and CAREGiver activity utilizing the software system.Follow up with all client and CAREGiver issues to ensure their problems are resolved.Enter and maintain accurate client and CAREGiver records in the software system.Increase client loyalty to Home Instead Senior Care by utilizing the consultative sales process to better meet our current client needs.Follow up and communicate CAREGiver and client issues to ensure problems are resolved.Design, test and implement a responsive contingency plan that ensures 100% maintenance of Service Hours.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 team to communicate and prepare for the Care Consultation.Demonstrate open and effective communication with the franchise owner, 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.On Call RotationSecondary Responsibilities: Participate as needed in all CAREGiver meetingsConduct Service Inquires and Care Consultations following the consultative sales process.Perform any and all other functions and responsibilities deemed necessaryMaintain regular attendance at the office to execute job responsibilitiesEducation/Experience Requirements:High school graduation or the equivalentOne year of related business experience or an equivalent combination of education and work experience may be consideredMust possess a valid driver's licenseSupervisory Responsibilities: NoneKnowledge, Skills and Abilities: Must have an understanding of and uphold the policies and procedures established by Oak Stone SCorp., (d.b.a. an independently owned and operated Home Instead Senior Care franchise)Must demonstrate excellent oral and written communication skills and the ability to listen effectivelyMust have the ability to work independently, maintain confidentiality of information and meet deadlinesMust demonstrate effective interpersonal skills as well as sound judgment and good decision-making skillsMust demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and proceduresMust have the ability to organize and prioritize daily, quarterly, monthly and yearly workMust have the ability to establish good working relationships with the franchise owner, office colleagues, clients and CAREGiversMust have the ability to sit at a desk and listen effectively for long periods of time on the telephoneMust present a professional appearance and demeanorMust have the ability to operate office equipmentMust be patient and congenial on the telephoneMust have computer skills and be proficient in Word and ExcelMust have the availability to work evenings and weekends as requiredMust have the ability to perform duties in a professional office settingMust demonstrate knowledge of the senior care industry