After Hours Scheduling Coordinator - Home Care

Job Description

Job Description

After Hours Coordinator - Home Care

Brooklyn, NY

MUST be Bilingual English/ Spanish

About Us:  With 50 years of dedicated service to our communities, Personal Touch has been a trusted provider of home care. Our priority lies in ensuring exemplary patient care while fostering a supportive and empowering workplace culture for all team members. 

Why Choose Us : At Personal-Touch Home Care, we are committed to creating a rewarding and fulfilling experience for our team members. Our established history and reputation provide a stable and trusted foundation for your career. Join us in positively impacting the lives of our patients and their families. As a member of our team, you will enjoy a wide range of benefits that enhance your overall well-being and support your career growth. They include:

• Employee Recognition Programs: We acknowledge and celebrate your contributions.

• Comprehensive Health Benefits: We offer an inclusive package with Medical, Dental, Vision, Accident, and Long-Term Disability Coverage to ensure access to quality medical care while promoting overall wellness. 

• Generous Paid Time Off: We provide generous paid time off to ensure you can recharge and return to work refreshed, leading to greater productivity and job satisfaction. We support a healthy work-life balance. 

• Retirement Benefits: We offer a 401k plan to secure your financial future and help you save for retirement.

• Life Insurance: We offer company paid life insurance providing peace of mind and financial protection for you and your loved ones. 

• Mileage Reimbursement: We make sure you're compensated for your business travel.

• Opportunities for Professional Growth and Development: Empowering you to thrive and grow. 

• Employee Assistance Program: Supporting the well-being of you and your family.

• Perks Program: Exclusive deals and offers on products, services, and experiences you need and love.

Job Summary: The After-Hours Coordinator is responsible for coordinating and scheduling patient care. The Home Health Aide Coordinator will be part of a call center that will handle many inbound and outbound calls to and from customers, listening to customer needs or issues. Provide helpful solutions to inquiries and solutions to problems, ensuring all customer needs are met, services are provided, and hours are billed timely. While adhering to regulatory requirements and Personal Touch Home Care customer service standards.

Responsibilities:

• Answering customer calls and providing accurate/satisfactory answers to their queries and concerns.

• Call patients/families/contracts to inform them about any changes to services.

• Schedules/coordinates patient care staff according to Agency policy, including resolving all last-minute cancelations.

• Update information daily regarding employee absentee status for no call/no show, cancellations, refusals, and employee illness.

• Participates in compiling schedules and time summaries and submit weekly.

• Manage caseload pre-billing and visit verification in a timely manner.

• Completes monthly patient satisfaction calls as instructed by coordination management.

• Maintain pertinent information regarding incoming calls, availability, and comments.

• Accurately document in patient’s and caregiver’s records when needed.

• Communicates with patients/families regarding desired services. 

• Communicates with contracts, payors, and other entities as needed for coordination of home care services and documentation.

• Updates Clinical Director/Supervisor regarding patient issues or concerns in a timely manner.

• Maintain and adhere to agency customer service policies and procedures.

• Participates in provision of patient billing information.

• Must be available to work occasional weekends and holidays as needed.

• Identify and escalate issues to supervisors.

• Perform other duties as assigned.

Qualifications:

MUST be Bilingual English/ Spanish

• Must have a flexible schedule.

• Must be available to work every weekend (Saturday and Sunday), with two days off during the week.

• Monday–Friday: Regular schedule is 2:00 PM–10:00 PM, with flexibility to start earlier when needed.

• Must be available to work most holidays, which are paid at time-and-a-half.

• Position is primarily in-house. Fridays will be remote due to the early start required on Saturday mornings.

• Strong communication, skill, both written and verbal.

• Great active listening skills.

• A patient and empathetic attitude.

• Strong time management and organization skills.

• Adaptability and flexibility.

• Preferably Multi Bilingual

• Proficient in relevant computer applications.

• 1 to 3 years of experience in a call center environment.

• Knowledge of customer service practices and principles.

• Ability to remain professional and courteous with customers.

• Ability to multitask.

Desired Skills and Experiences:

• Home health care experience

• Experience with HHAeXchange Homecare Application 

• Call center customer service representative

• Microsoft Office 356 applications:

  TEAMs

  Outlook

  Excel

  Word

MUST be Bilingual English/ Spanish

Pay: $21.00-$25.00 per hour

Job Type: Full-time

We are excited to welcome passionate and dedicated individuals to join our team at Personal Touch Home Care. We’re more than just a company; we’re a close-knit family dedicated to supporting each other’s success and well-being. Apply now and join us in making a positive impact on the communities we serve.