Service Coordinator

Home Instead

Service Coordinator Job Description

Pitter Patter HC LLC dba Home Instead

Objective :

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 Pitter Patter HC LLC (d.b.a. an independently owned and operated Home Instead 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.
• Manage our team of CAREGivers.
• Train CAREGivers in the office and in the field.
• 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 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.

Secondary Responsibilities:

• Perform on-call duties outside of the typical work day during assigned on-call periods.
• Participate as needed in all CAREGiver meetings
• Conduct Service Inquires and Care Consultations following the consultative sales process.

• Perform any and all other functions and responsibilities deemed necessary
• Maintain regular attendance at the office to execute job responsibilities

Education/Experience Requirements:

• High school graduation or the equivalent
• One year of related business experience or an equivalent combination of education and work experience may be considered
• Must possess a valid drivers license