CareLink Mission:
To connect older people and their families with resources to meet the opportunities and challenges of aging.
Minimum Qualifications
- Bachelor’s Degree from an accredited institution majoring in a health and human services or related field preferred,
- or 2 years of college from an accredited institution majoring in a health and human services or related field;
- or 1 year of related experience and/or training; or equivalent combination of education, training, and experience.
- and Proficient in using Microsoft Office, particularly Excel
Knowledge, Skills, Abilities
- Ability to communicate using various tools such as telephone,
- Microsoft Teams, Outlook, texting, EVV software, Zoom (not an inclusive list)
- Ability to manage and use an Outlook Calendar
- Ability to export reports from scheduling software; sort and filter data for daily use
- Must be punctual for work and scheduled meetings
- Must have excellent work attendance record
- Ability to use interpersonal skills appropriately, Ability to work in a team building culture, Ability to demonstrate a positive attitude during work shift
- Ability to adapt quickly in a fast-paced changing work environment
- Must have a professional appearance and behavior regardless of work setting (virtual or in person)
- Ability to demonstrate compassion with caregivers, customers, and co-workers
- Ability to work independently, Ability to self-motivate to complete tasks,
- Ability to work varying schedules, primarily but not limited to 6:00 am – 6:00 pm Monday – Friday, Ability to rotate after on-call with other co-workers Mon-Fri 6:00 pm – 6:00 am and Sat/Sun, Available to work other times as assigned
- Knowledge of appropriate questions used when placing caregivers with customers
- Ability to gather and compile information, Ability to type and enter data accurately, Ability to use proper telephone etiquette, Ability to work as part of a team, Ability to match needs to resources, Ability to manage a database, Ability to organize processes, Ability to generate reports
Duties and Responsibilities
- Receives staffing requests from RN Supervisor and/or Home Care Qualified Supervisor
- Enters new customer information in EVV Software database
- Creates schedules for new customers including their preferences
- Places permanent caregivers in customer homes
- Finds substitute caregivers when regular caregivers are unavailable for shifts
- Meets with newly hired caregivers and reviews service plans and tasks to be performed
- Explains to new caregivers how to contact team members including scheduling coordinator(s), home care qualified supervisor, and RN Supervisor
- Meets new graduates of the PCA class when scheduled for team orientation and ensures new PCAs are placed with customers immediately upon successful completion of the class
- Attaches copies of service plans for caregivers in EVV software
- Mails printed copies of service plans to customers
- Documents all calls from customers and caregivers in EVV software and other locations as required by regulations and policy
- Documents caregiver refusals to accept shifts in EVV software and other locations as required by regulations and policy
- Makes follow-up quality calls to customers to monitor satisfaction with service; documents call and forwards to nurse
- Attends morning team meetings and other staff meetings as required throughout the day
- Communicates daily with team members through various methods (see KSAs)
- Collaborates with team members on strategies to best fit the needs of customers
- Checks confirmed time daily ensuring all shifts include caregiver signatures
- Works exceptions that include missed punches and missing signatures daily and communicates this information to other team members
- Troubleshoots EVV app issues with caregivers
- Trains caregivers on EVV app as needed
- Enters procedure codes/modifiers and prior authorizations in EVV software
- Documents complaints from customers and informs Home Care Qualified Supervisor and RN Supervisor for follow up
- Documents caregiver’s requests for re-staff and notifies team
- Documents every assignment declined by caregiver
- Documents calls from clients and caregivers and forwards to appropriate person as applicable
- Maintains open hours at specified goals
- Meets or exceeds other team and individual goals established by management
- Ensures database integrity is maintained
- Ensures a high level of customer service with timely and accurate responses to employee and customer inquiries
- Processes all paperwork and assignments to meet any required deadlines or expectations of customer service excellence
- Resolves customer complaints in a timely manner and escalates to supervision/management problems with a negative impact on customer service
- Analyzes system data to produce positive outcomes for customers
- Monitors systems and reports to determine an employee late or no-show at a customer’s home to take immediate and appropriate remedial action
- Coordinates with other team members to achieve maximum customer satisfaction
- Assists team members and/or supervision/management with tasks, communications, or other activities to maximize customer satisfaction
- Uses discretion to evaluate problems and produce positive outcomes for customers
- Complete daily call page and turn in to supervisor each morning
- Answer the on-call phone and document all conversations and issues on daily call page
- Inform teams through call center and email of issues that arise during on-call time
- If a sub is required, follow protocols to find a caregiver for the available shift.
- Maintains organized files and records
- Makes copies and distributes
- Maintains and updates service plan as needed
- Maintains compliance with all HIPPA and privacy practices policy and procedures
- Completes all required training
- Monitor Telephony hourly throughout the day
- Enter manual punches as needed and follow up with caregivers to ensure they have completed the signatures.
- Fill available shifts urgently
- Documents all necessary notes in call center
- Confirms shifts throughout the day while monitoring telephony
- Report caregiver scheduling issues to Qualified Supervisor
- Enter any documentation necessary into the appropriate spots in generations
- Be well versed on walking a caregiver through the process of signing a schedule.
- Responsible for all staffing needs related to private pay clients.
- Receives requests for staffing from HCS or from nurse
- Communicates with caregiver and reviews with caregiver care plan tasks to be performed
- Receives calls from caregiver that can’t report as scheduled; checks opening each day and contacts possible replacements
- Makes follow-up/QA calls to clients to monitor satisfaction with service; documents call and escalates as needed
- Responds to requests in a timely manner
- Conducts home visits to private duty clients as needed
- Coordinates with other team members to ensure private duty services are to the customers’ satisfaction.
- Monitors call center for data related to private pay program and takes immediate action when necessary.
- Ensures caregivers are connected with the resources needed in order to provide best care to private pay clients.
- Attends scheduled training and in-services
Additional Information
Salary Range: $36,852-$43,722
CareLink does not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its actives or operations.
