After Hours Call Center Representative

Description

Family Tree Private Care is a leading and trusted provider of concierge-level advisory services to older adults, those living with disabilities, and their families. Family Tree Private Care is an ideal fit if you are looking for a fulfilling opportunity, passionate teammates, and a growing company to help support your career.

The Company is based in Texas and is an award-winning healthcare services company that is ranked on the INC 5000 list of America's Fastest Growing Companies. The parent company has grown organically and through acquisition to become one of the region's fastest-growing healthcare services operators.

Despite our growth, we remain most proud of two things: Our premier reputation in the communities we serve and our culture of developing and promoting future leaders from within the company.

ROLE AND RESPONSIBILITIES  

• Must be able to handle high call volume for all regions.  

• Must proactively monitor care provider clock-in/outs in system, to ensure no client goes without care. 

• Troubleshoot and resolve incoming scheduling issues that occur after-hours through effective communication with clients and caregivers. 

• Maintain documentation throughout all communication channels for communication with caregivers and families related to client care, including personnel problems or situations that arise with caregivers and how the situation was handled (e.g. documentation for absences and call-outs). 

• Ensure that client-caregiver match is the “right fit” by scheduling an appropriate skilled person who is the best match for fulfilling a client’s needs. 

• Develop lasting relationships with caregivers in all regions and ensure that caregivers are fully prepared to succeed at their assignments and drive client satisfaction. 

• Collaborate with Administration to negotiate pay rates within established parameters based on the difficulty of cases, challenging locations, and urgency of service as appropriate.  

• Communicate caregiving performance issues regarding punctuality, reliability, and performance in collaboration with division supervisor (per policies and procedures set forth by HR). 

ADDITIONAL SKILLS  

• Hungry, Humble, Smart.  

• Eager to deliver exceptional customer service to all callers.  

• Fluent in basic Microsoft Office 365 functions (Outlook Calendar, Word, Excel, PowerPoint) 

• Tech-savvy with a proven ability to leverage technology to drive efficiency.  

• Strong organizational and communication skills. 

• Positive team player who can collaborate and partner with all staff and hold team accountable. 

• Ability to balance and prioritize the needs of multiple individuals. 

• Available to assist and resolve issues as they arise.  

• Compassionate and empathetic. 

• Excellent verbal and written communication skills. 

• Excellent interpersonal and customer service skills. 

• Excellent organizational skills and attention to detail. 

Requirements

QUALIFICATIONS AND EDUCATION REQUIREMENTS  

• High school diploma required. 

• At least 2 years of scheduling experience in home care required. 

• At least 2 years of customer service experience. 

• Experience in ClearCare preferred. 

OTHER REQUIREMENTS  

• Must have a quiet workspace. 

• Must be able to provide picture of home office set up.  

• Open schedule availability. 

• Prolonged periods of sitting at a desk and working on a computer.