Scheduling Coordinator

(501) 372-5300 | (800) 482-6359 (TDD)

Services Coordinator

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 4 years of verifiable experience with successful placement of caregivers in customer homes;
  • or 2 years of verifiable experience with successful placement of caregivers in customer homes, plus 2 years of supervisory experience:
  • and Proficient in using Microsoft Office, particularly Excel
  • and 2 years of experience working in databases

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

 

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Printable Application