On Call Staffing Coordinator

SCOPE OF SERVICES – On-Call

Answer business calls when main office is closed. 60 hours, but lots of downtime.

Your scope of services shall include, but not be limited to, the following:
• Establish strong relationships with external and internal customers to ensure the highest level of customer service and operational excellence.
• Respond to all phone calls within 10 minutes, including re-staffing client shifts; handling emergencies with clients and/or caregivers; prioritizing responses to calls received; and answering any client and/or caregiver questions or concerns.
• Document all phone calls (including any communication with Back-up Supervisor) with date and time, who called, phone number, issue, action, follow-up, and number of minutes it took to handle phone call.
• Provide accurate, thorough, and timely On-Call Reports that are sent by required time
each business morning.
• Ensure conformity to company-defined regulations and operating procedures.
• Contact Back-up Supervisor when uncertain about regulations, operating procedures, or questions/concerns.
• Review Evening Report by 5pm each weekday; email detailed On-Call Report by 8am following morning.
• Review Evening Report by 5pm Sunday; email detailed On-Call Report by 8am Monday.
• Assist with other duties and special projects, as assigned.

SCOPE OF SERVICES – Scheduler

Your scope of services shall include, but not be limited to, the following:
• Staff new Client assignments with appropriate Care Professional (CP).
• Staff existing Client assignments with substitute CP(s) whenever CP(s) is ill, on vacation, etc. Making excellent GP/Client matches is key.
• Send confirmation email/text via ClearCare to Care Professional for all newly assigned shifts.
• Respond to Client or Care Professional scheduling phone calls.
• Document all Care Professional and Client discussions in ClearCare to include sending email/text messages when unable to reach them by phone.
• Follow up on all missed Care Professional clock ins and clock outs.
• Keep the HR Team up to date with caregiver performance, responses, etc.