Service Coordinator

7 days ago

Waterloo, Canada Home Instead Senior Care Full time

The Service Coordinator is expected to perform a variety of duties that relate to client care and service delivery for our clients & CAREGivers. They are expected to be responsible for providing the highest level of quality service to all clients and family members. We will be able to achieve this by developing relationships with those individuals that make all of this possible - the CAREGivers Also, by working well with team members and being committed to quality service. In addition, the Service Coordinator will work hand-in-hand with the Guelph team to ensure a positive, cohesive and supportive environment for all Key Players to ensure that all needs of our team are met.

A description of the Service Coordinator's role and responsibilities is as follows:
Build trust by reflecting the Brand Promise of 6748627 Canada Inc./702244 Ontario Ltd./ 930908 Ontario Inc./Joon Senior Care Inc./2809166 Ontario Ltd./2640064 Ontario Ltd./ Seniors Choice Home Care Inc. (d.b.a. an independently owned and operated Home Instead franchise):
We will deliver, without exception, on every commitment we make to you and your loved ones.
- Reflect our Guiding Principles in every encounter to allow us to exceed every expectation of our CAREGivers & clients**:Build trust by complying to our Quality Management System, following the procedures entirely and seeking permission when trouble arises which may require a different approach than what is in our procedures**:

- Manage the client/CAREGiver schedule portfolio by maintaining accurate client and CAREGiver records in WellSky
- **Monitor, mediate, and log both client and CAREGiver activity and follow up on CAREGiver assignments and client service in ClearCare**:

- Answer each incoming call in a friendly, professional, and knowledgeable manner
- **Assist with managing time and attendance by following up on system alerts, inputting hours, and supporting CAREGivers with problem resolution**:

- Assist with resolving issues/questions/concerns with CAREGivers and Key Players around discrepancies with hours and scheduling
- **Monitor CAREGiver clock in/outs by educating CG’s and overcoming challenges to allow them to use the telephony system as opposed to calling the office. At times, this could mean your GM asking you to do a site visit where there are challenges that cannot be solved over the phone.**:

- Manage the payroll sheet for CG’s required to sign off on their shift to be paid when they have not used the telephony system correctly.
- Review with General Manager prior to each billing.
- **Assist with phone interviews, booking face to face interviews, preparation work for orientation and reference checks to support the Recruitment and Engagement Coordinator as needed**:

- Assist the Registered Nurses, and other members of the team, to upload business critical documents to WellSky such as a Medical Administrative Report (MAR), CG medication return demonstration form, CG criminal background checks, CG training, and more.
- **Participate in the execution of our CAREGiver retention program including proving support with the planning of quarterly CAREGiver meetings and actively obtaining CG RSVPs to a meeting day/time.**:

- Manage inventory of office supplies and place orders to replenish items when required
- **Ensure proper resources and tools are readily available for all members of the team, such as Welcome Packages, PPE packages, etc**

Manage Service Excellence processes to completion such as any type of CG greeting cards such as anniversary, sympathy, birthday cards, or client birthday cards/balloons, obituary and online mementos for CAREGivers.

**Demonstrate common sense in decision making while anticipating the consequences of decisions. ** Discern when there is a need for quick decisions or more thorough assessments and when decisions can be made independently or when the General Manager should be consulted.

**Ability to work independently and meet deadlines**

Ability to maintain confidentiality of information

**Once training is completed, provide on-call support when required**

Provide assistance to all members of the team as needed and as instructed by the General Manager

**Report directly to the General Manager**

**#INDK**

Pay: $40,000.00 per year

**Benefits**:

- Dental care
- Flexible schedule
- Paid time off

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Every Weekend
- Monday to Friday

**Location**:

- Waterloo, ON N2K 4P2 (required)

Work Location: In person

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