You are applying for work with a Comfort Keepers franchisee, not CK Franchising, Inc. or any of its affiliates. If hired, the franchisee will be your only employer. Franchisees are independent business owners who set their own wage and benefit programs that can vary among franchisees.

Job Description:

Under the general supervision of the Service Administrator, the Service Coordinator is a critical role responsible for proactively building positive relationships and providing personal, responsive service and attention to our caregivers, our clients, and their families. The Service Coordinator’s primary responsibility is to efficiently match clients with caregivers, ensuring continuity of care, and delivering exceptional customer service.

Key Responsibilities:

Efficiently schedule caregivers to match them with clients, taking into account preferences, availability, and skills.
Handle daily changes in client schedules and caregiver call-offs with a sense of urgency, ensuring immediate replacement.
Collaborate with Care Coordinators and other Service Coordinators to establish consistent caregiving teams for clients.
Maintain open and effective communication with caregivers, clients, and their families, promptly addressing any scheduling conflicts or changes.
Update client’s schedules and details when needed and follow through to ensure everyone is communicated with properly.
Ensure the caregiver’s credentials match client’s needs.
Provide excellent customer service by being kind, genuine, and attentive to client and caregiver needs.
Act as a critical thinker, able to see the bigger picture in terms of scheduling and client care.
Adhere to company policies and procedures, including the use of scheduling software, Microsoft Office Suite, Zoom and maintaining accurate records.
Continuously strive for operational excellence and success in your role as a Service Coordinator.

This job description is not intended to be all-inclusive. The employee will be expected to perform other reasonable related duties as assigned.

Core Qualities and Attributes

Efficiency: Service Coordinators manage complex schedules, so they should be efficient in organizing and optimizing caregiver-client matches to ensure seamless service delivery.
Clear Communication: Effective communication with caregivers, clients, and their families is vital to handle scheduling changes and conflicts promptly and maintain transparency.
Adaptability: Scheduling can be dynamic, so Service Coordinators adapt to changing circumstances and adjust schedules accordingly.
Attention to Detail: Precision is crucial to ensure that caregivers are matched appropriately with clients and that schedules are error-free.
Sense of Urgency: Service Coordinators respond quickly to client scheduling needs and caregiver call-offs to maintain continuity of care.
Empathy: A compassionate approach when dealing with clients and caregivers fosters positive relationships and enhances the overall care experience.
Problem-Solving Skills: Service Coordinators are critical thinkers who can identify and resolve scheduling issues efficiently.
Customer Service Orientation: They must provide exceptional customer service to clients and caregivers, ensuring their needs are met and expectations are exceeded.
Reliability: Clients and caregivers depend on Service Coordinators to ensure consistent care, so reliability is crucial.
Technology Proficiency: Familiarity with scheduling software (e.g., Outlook, Microsoft Teams), as well as basic Microsoft Word and Excel skills, can help streamline scheduling tasks.
Responsible and Accountable: Service Coordinators are responsible for maintaining accurate records and ensuring compliance with company policies and labor laws.
Passion for In-Home Care: Having a genuine passion for making a positive impact in the field of in-home care is essential for motivating and driving success in this role.
Hardworking: Service Coordinators should be dedicated and hardworking individuals who are committed to the success of the caregiving team.
Kindness: A kind and compassionate demeanor can go a long way in building positive relationships with clients and caregivers, creating a nurturing care environment.

Key Success Factors for the Scheduler Role

In summary, the Scheduler plays a crucial role in ensuring the seamless coordination of caregivers and clients, building continuity in care, and providing exceptional customer service. Success in this role involves efficient scheduling, clear communication, employee satisfaction, meeting client needs, and strict adherence to company policies.

Required Skills / Abilities:

Active communication techniques including listening, expressing ideas and concerns, questioning and presenting.
Is responsive to the needs of others and is a team player who demonstrates a commitment to co-workers and to company vision, values and goals.
Proficiency in Microsoft Windows.
High level of judgement and confidentiality related to client privacy and HIPAA compliance.
The ability to manage competing demands and adapt quickly and positively to frequent changes, delays or unexpected events.
Attention to detail, completing and documenting tasks and interactions in a thorough manner.

Education and Experience:

High School diploma or GED and two years related experience and/or training; or equivalent combination of education and experience.
Must be able to successfully pass a nationwide criminal background check.
Must possess a valid driver’s license and have access to reliable transportation.

Physical Requirements:

Prolonged periods of sitting and working on a computer daily, including typing and answering, resolving inquiries, and directing phone calls.
Frequent sitting, standing, speaking, and navigating technology both on a desktop computer and on a mobile device.
Community and client based field work, including driving in all normal weather conditions, navigating a home environment, and communicating with direct care staff and clients.
Lifting requirements: 15 lbs. or fewer as needed.
Occasional to moderate bending, twisting, reaching, grasping.
Frequent operation of standard office equipment including phone system, computers, printers/copy machines, and others.