On Call Staffing Coordinator

On-Call Staffing Coordinator

 

Location: Remote

Position Description
The On-Call Staffing Coordinator oversees caregivers and C.N.A's, assists current or new clients, and coordinates the activities of a busy Private Duty Home Care Agency On-Call Center from the convenience of the On-Call Representatives own home. This position is responsible for the delivery of superior customer service by ensuring calls are answered effectively and efficiently. The On-Call Representative works to achieve standards and goals of our clients as well as ensuring compliance with the organization's policies and procedures.

The primary functions of this role are:
• Supervising overall call traffic
• Processing incoming calls
• Answering any questions from incoming calls
• Resolving escalated calls
• Finding replacement staff due to a call-off or for a new case
• Assist client calls for care or services
• Entering documentation for any conversation with client or caregiver electronically
• Monitoring telephony to ensure the caregiver is at the clients home for their scheduled visit
• Entering or deleting schedules

QUALIFICATIONS:
• Minimum of 1 year previous supervisory experience in a customer service call center -- healthcare knowledge preferred.
• Excellent verbal/written communication and interpersonal skills.
• Professional demeanor-positive communication, team skills/cross function cooperation.
• Demonstrated proficiency to focus on details, handle multiple tasks, and remain highly organized in a fast-paces environment.
• Knowledge of call center metrics and reporting.
• Possess a proven track record for coaching and developing employees.
• Excellent typing skills and computer literacy, including a solid understanding of customer service applications, Microsoft Word, Outlook, and Excel applications.
• MUST be able to work and begin call: 4:30 pm to 8:30 am Monday to Friday and then ALL of Saturday and Sundays until Monday mornings at 8:30 am. Also, selected holidays as needed (ALL in the convenience of your own home).