The Client Services/Caregiver Coordinator will have the overall responsibility of managing and developing all client services as well as caregivers for Senior Helpers within the franchise territory. This includes meeting goals for retention of clients and managing the growth of hours from current clients as well as caregiver recognition programs and discipline.
Primary Responsibilities (including, but not limited to):
· Has a regular communication process for new clients that includes caregiver introductions, first day of service calls, and a visit within the first 30 days of service.
· Ensures that clients and their families are satisfied with the Senior Helpers services, works to find solutions with the appropriate employees and/or family members
· Visits all clients on a bi-monthly basis to assess the quality of services as well as the client and family satisfaction and happiness level. Spends approximately 2-3 days out of the office re-assessing clients.
· Adapts the client care plans as needed
· Communicates with scheduler if caregivers need to be changed
· Overall management of the caregivers, including development and implementation of caregiver training programs in conjunction with office Special Projects role.
· Conduct bi-monthly site checks of each caregiver to ensure care plans are being implemented correctly, policies and procedures are adhered to, and all job duties are performed in a manner that is satisfactory
· Works with Special Projects/Asst. Recruiter to creates morale building recognition programs for the caregivers such as Caregiver of the Month, acknowledgments of high-level performances, and training completions
· Manages all caregiver call outs, late arrivals, early departures, and refusals of assignments; takes appropriate action based on the Occurrence Policy
· Communicates terminations and deactivated caregivers to scheduler for input
· Takes service inquiry calls and follows up with leads to meet revenue goals
· Seeks opportunities to up sell and promote added hours
· Perform On-Call duties as assigned
· Answer and screen incoming phone calls in a pleasant, courteous manner
· Other duties as assigned
Qualifications
- Previous industry experience required
- Must have exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment
- Must have excellent verbal communication skills and follow-up skills with prospects, clients, and client families
- Ability to quickly build rapport with people of all cultures
- Creative, innovative, and problem solving abilities necessary
- Proactive problem prevention and issue resolution leadership ability
- Minimum of one year experience managing clients
- Ability to visit client homes in the assigned territory
- Bachelor's degree and three years of related work experience strongly preferred
- Proficiency in Microsoft Word, Excel, internet, and Outlook required
- Ability to learn other software programs quickly
- Ability to work independently and as part of a team
Job Type: Full-time
Pay: $15.00 - $20.00 per hour
Benefits:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Microsoft Office: 1 year (Required)
- Administrative experience: 1 year (Required)
Work Location: In person
