After-Hours Coordinator

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re focused on serving people and the communities we are part of.

Job Summary:

The After-Hours Care Coordinator is a REMOTE position responsible for providing third shift support to clients and caregivers. The work hours for this position consists of Weekday hours 5:30a-11a EST and Weekend hours 7:45a-8pm EST. This position is responsible for confirming our caregivers have arrived at the client during their scheduled time, ensuring company policies are followed, re-staffing caregiver callouts, completing schedule changes, and staffing new cases, and handling escalations from third party answering service with call routing and escalations, when applicable.

As a key member of the team:

• You are flexible and can embrace change
• You value progress over perfection
• You care about your work, the team you’re on, and the people we are helping
• You make it a priority to get to know the people around you – build relationships with your colleagues and business partners
• You say what needs to be said, while considering how it’ll affect culture and output
• Hold others to a high standard

 Essential Duties and Responsibilities:

• Receives and handles incoming calls from employees, clients, and other agencies, in a timely and professional manner.
•  Identifies the nature of the inquiry or issue and provides accurate and appropriate solutions, guidance, or information to caller within established guidelines and procedures.
•  Provide support and direction to third party answering service, as needed.
•  Assist each market with a variety of internal inquiries including HR-related questions, IT support, policy clarification, benefits information, and other general inquiries as needed.
• Maintain accurate and detailed records of all calls, inquiries, and resolutions in the systems to ensure proper tracking and follow-up.
•  Collaborate with individuals to escalate and resolve complex or unresolved issues promptly, ensuring timely and satisfactory resolution.
•  Demonstrate empathy, patience, and professionalism in all interactions.
• Coordinate urgent escalations and clinical inquiries based on client’s condition within each market.
• Perform audits on calls and documentation to ensure quality assurance.
•  Respond to initial incident reports, asking detailed questions to identify root causes of the issues.
•  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.
•  Comply with company policies, confidentiality guidelines, and state specific regulations while handling caller information and data.
• Perform all other duties as required and assigned by manager.

Required Skills/Abilities:

• 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.
• Strong interpersonal and intercultural communication skills.
•  Ability to handle confidential information in compliance with HIPAA.
• 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.
•  Strong attention to detail.
•  Proficient in Microsoft office.

Education and Experience:

• High School Diploma or GED required.
• Previous experience in customer service.
• Previous experience in scheduling preferred.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.