On Call Coordinator

This position operates from Monday - Thursday, 5:00 PM - 8:30 AM and is paid hourly.

The On-Call Coordinator is responsible for providing excellent customer service to clients and caregivers, across multiple offices, outside of regular business hours. Additionally, this position is responsible for confirming our caregivers have arrived at the client during their scheduled time, ensuring company policies are followed, restaffing caregiver call-outs, completing schedule changes, and staffing new cases, when applicable.

Essential Job Functions

• Provide case management and staffing services as described after hours Monday-Thursday.
• Coordinate staffing of clients' shifts according to the client's care plan.
• Maximize schedules and reduce the number of open shifts while minimizing overtime and scheduling inefficiencies.
• Respond to client grievances and complaints with thorough documentation and attention to their concerns while providing high-quality customer service.
• Respond to caregiver complaints with thorough documentation and attention to their concerns while providing high-quality customer service.

• Respond to initial incident reports, asking detailed questions to identify root causes of the issues.
• Handle all inquiries /referrals promptly to determine the urgency of follow-up needed, communicate with the branch as necessary.
• Upkeep the company's electronic health record system to ensure the provision of quality care and documentation of an accurate record of the company, client, and caregiver actions.
• Ensure frontline staff/client interpersonal and relationship management.
• Perform all other duties as required and assigned by OSH representative.

• Follow Open Systems Healthcare's Policies and Procedures.
• Follow Federal, State, and local laws and regulations pertaining to home care services.

Requirements

Required Qualifications, Education, and Experience

• Experience in customer service preferred.

• Experience in scheduling preferred.
• Evidence of Tuberculosis screening that meets CDC guidelines.
• Strong computer skills.
• Basic understanding of Microsoft Office.

Core Values

• Teamwork (We Is The New Me): Works collaboratively together with others to achieve group goals and objectives
• Accountability (Celebrate The Wins; Be Aware Of Weaknesses): Takes personal responsibility for the quality and timeliness of work and actions, and achieves results with little oversight.
• Conscientious (Do The Little Things...All Of Them): Conscientious in work ethic and interpersonal management.
• Motivation (Know The Why): Focuses on results and desired outcomes and how best to achieve them. Gets the job done.

• Critical Thinking and Complex Problem Solving (Work The Problem): Resolves difficult or complicated challenges.
• Development and Continual Learning (We Don't Set Your Limits; You Do): Displays an ongoing commitment to learning and self-improvement.

Preferred Competencies

• Ability to work in a fast-paced work environment.

• Ability to effectively communicate externally as well as internally with all levels of the organization.
• Ability to focus on Client Needs by anticipating, understanding, and responding appropriately to the needs of internal and external clients to meet or exceed their expectations within the organizational parameters.
• Ability to handle confidential information in compliance with HIPAA.
• Ability to handle sensitive information in a calm and professional manner.
• Ability to lead change and innovation.

• Ability to manage multiple tasks on a daily basis and manage time efficiently.
• Public relations ability, interpersonal skills and professional telephone manner.
• Resourcefulness
• Attention to detail
• Interpersonal communication

• Intercultural communication

Working Conditions and Physical Demands

• This job operates in a remote home office environment.

• This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.
• Ability to perform tasks involving physical activity, which may include light-medium moving and extensive self-positioning.