Care Coordinating Manager Associate

Job description

Under the supervision of the Director of Care Coordinating, the Care Coordinator Associate will provide customer service and administrative support to our caregivers, staff and other professionals. This includes but is not limited to: receiving and responding to all callers, providing information about Company services, receiving schedule changes from caregivers, contacting and scheduling caregivers, providing client liaisons with information about the caregiver, addressing concerns and responding to every caller in a manner which generates trust and confidence in the Company.

MAJOR RESPONSIBILITIES

· Establishes and nurture relationships with the caregivers

· Runs specific database reports to identify caregiver availability, skills and location

· Contacts caregivers who match case requirements to confirm availability and determine fit

· Staff cases with the most appropriate caregiver for new and/or existing client cases as needed

· Provides the caregiver with pertinent case information related to the case including: demographic information, contact information, directions to client’s home, case specifics and rate information

· Verifies that the caregiver understands the case commitments and determines if any issues might prohibit caregiver from meeting commitments and what to do if schedule changes are needed

· Communicates arrangements made with caregiver to Client Service Manager

· Acts with a sense of urgency to address all caregiver cancellations or emergencies that affect the caregiver’s ability to honor their commitment to a client

· Logs all caregiver conversations into Company database in a detailed, timely fashion

· Responds to complaints received from clients or caregivers and documents the circumstances immediately into the Company database

· Responds to compliments received from clients regarding the caregivers by documenting into the Company database and, if warranted, submitting a request to Caregiver Services to reward the caregiver

· Collaborates with Client Service Manager to resolve any complaints while establishing processes and preventive measures so problems or concerns are not repeated

· Conducts timely caregiver follow ups to determine if everything is going well on the caseload

· Answers incoming calls and handles them promptly and efficiently. Forwards calls to the appropriate individual including the nurse, Client Services Manager, and other coworkers as appropriate

· Meets weekly with the Director of Care Coordinating and provides regular status reports

· Reviews On-Call Report from previous night for any open shifts, scheduling changes or case updates. At the end of the business day, passes similar information to On-Call staff via On-Call Report as deemed appropriate

· Adjusts and updates schedules immediately

· Confirms schedules regularly with caregivers to avoid scheduling variances

· Assists Accounting with collection calls to caregivers on caseload

· Notifies caregivers on caseload of documents that are set to expire. Advises caregivers of the ramifications associated with not having the documents updated

· Processes and submits adjustment forms and caregiver file updates as needed

QUALIFICATIONS

· Proficient use of Microsoft Word, Outlook, and Excel, data entry skills and experience with database software to enable accurate and expedient usage

· Excellent written and verbal communication skills, including polite and effective telephone demeanor.

· Strong customer service abilities and ability to establish a rapport with office staff, caregivers, clients, contacts, and professionals to rectify problems while ensuring the highest level of customer satisfaction

· Ability to assess what situations have a sense of urgency and to route calls or issues to the appropriate personnel for responding

· Excellent organizational skills, attention to detail, and ability to multi-task and work well under pressure, despite numerous interruptions and background noise

· Thrives in a fast-paced work environment with ability to successfully handle many tasks at one time

Requirements:

• 2+ years experience in healthcare placement and/or staffing, or related experiences HIGHLY PREFERED
• In office attendence 1 to 2 days a week, 3-4 days a week from home
• Associates Degree or higher
• Experience with servicing seniors a plus
• Experience using a multi-line telephone system preferred

SUCCESS CRITERIA

· Leads by example, consistently conveying a positive attitude, passion and pride in work

· Professionally represents the Company when dealing with all clients, callers and colleagues

· Demonstrates emphasis on improving quality of staff performance, department procedures and work environment

· Consistently meets task and report deadlines and alerts the appropriate individual(s) when unable to complete a task on time

· Takes initiative, asks questions to clarify instructions, and demonstrates both a positive and team-player attitude

· Works harmoniously and communicates effectively with other staff and departments

· Handles job with a sense of urgency and in accordance with company protocols

· Observes and operates with appropriate discretion when handling or dealing with confidential documents and matters

· Actively seeks to advance the Company’s environmentally-friendly practices by digitizing documentation and processes whenever possible'

Job Type: Full-time

Salary: Up to $55,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid in Silver Spring, MD 20910