After Hours Call Team (Act) Coordinator

After Hours Call Team (ACT) Coordinator

Job Description

The ACT Coordinator supports After Hours emergency scheduling operations of Abide Home Care. This position reports to the Abide Emergency Centralized Scheduling Lead.

Results inherent to this position (Position Statement)

To help retain long-term quality clients and caregivers by effectively executing systems related to service inquiries, caregiver and client scheduling, After Hours emergencies and other such systems that support the overall operations of Abide Home Care.

Work Inherent In This Position

1. Contributes to duties related to service inquiry calls including taking the initial service inquiry calls, sending information to appropriate Abide Home Care regional team and inputting information into the scheduling software.

2. Responsible for handling and caregiver/client schedule changes by following the appropriate organizational chart for action steps.

3. Responsible for the maintenance and accuracy of the scheduling system.

4 . Responsible for reporting directly to the Abide ACT Lead on all the duties listed above on a weekly basis.

5. Oversight of all office purchases, including all office supplies and other items.

6. Responsible for coordinating all After Hours scheduling activities with the caregivers and clients and tracking these updates and changes in the scheduling system.

7. Responsible for taking initial client/caregiver emergency calls and client/caregiver complaints and reporting to the appropriate Abide Home Care regional team for further direction.

General Standards

1. All work will be orchestrated, documented and quantified toward the achievement of the company’s strategic objective. Orchestration means all routine activities will be documented and managed within the structure and context of the operations manual. All systems documentation will be formatted according to company templates.

2. All work will be performed in accordance with all government laws, regulations, ordinances, and court rulings in those jurisdictions in which the company operates.

3. All work will be performed according to company policies and standards inherent in all position contracts, action plans, employee manuals, ongoing policy memorandums, facilities and dress codes, as well as in the vision and spirit of the company’s strategic objective, company story and positioning statement.

4. All client and employee materials and information will be held as strictly confidential outside the company. The information included in the operations manual is proprietary.

5. All communication, both internal and external, will be returned within one business day and within two hours whenever possible.

6. The Abide Regional Team (see company organizational chart) will be notified of any issues to be resolved or deadlines that cannot be met prior to the due date.

7. All employee policy memorandums indicating changes in policy and/or procedure will be stored in each employee's manual until which time an updated procedure is provided. 8. Employees will provide staff assistance as requested, with a spirit of helpfulness. This means each employee may be asked from time to time to cover in other areas of accountability and/or departments as a matter of exception, not routine.

9. All business communications, whether verbal, visual or written, whether for internal or external use, will be professional in tone and content and according to any applicable and existing company policies and standards.

10. Employees will respect each other’s time, space and need for concentration. Socializing and interruptions must not impede workflow.

12. The ACT Lead will have weekly, regularly scheduled meetings with their director and/or Regional teams.

13. Employees are encouraged to recommend ideas for the vision of the company, innovations and improvements within their department and position that are consistent with the company’s Strategic Objective. Innovation is encouraged and can be an ongoing process.

04/27/2022 Company documentation is confidential and proprietary to GLAH, LLC.

Required Qualifications

1. Must be able to operate a computer, and software necessary to accomplish operations, including; scheduling programs, Microsoft Office Word and Excel, web browser and email.

2. Must be able to communicate fluently and clearly, both verbally and in writing, in the language most commonly used in the workplace, which is English

3. Must be able to meet attendance expectations, and meet deadlines.

4. Must have a high school diploma.

Preferred Qualifications

1. Strong organizational, time management, and prioritization skills.

2. Excellent communication skills and a positive attitude.

3. Analytical and problem solving skills to take ownership and make competent decisions.

4. Ability to work in a fast paced environment.

5. Background in homecare, healthcare or scheduling.