Job Opportunities in United States

Care Link Mission:
To connect older people and their families with resources to meet the opportunities and challenges of aging.

Minimum Qualifications

• Bachelor’s Degree from an accredited institution majoring in a health and human services or related field preferred,
• or 2 years of college from an accredited institution majoring in a health and human services or related field;
• or 2 years of experience in customer service and/or scheduling appointments,:
• and Proficient in using Microsoft Office, particularly Excel
• and 2 years of experience working in databases

Knowledge, Skills, Abilities

• Ability to communicate using various tools such as telephone,
• Microsoft Teams, Outlook, texting, EVV software, Zoom (not an inclusive list)
• Ability to manage and use an Outlook Calendar
• Ability to export reports from scheduling software; sort and filter data for daily use
• Must be punctual for work and scheduled meetings
• Must have excellent work attendance record
• Ability to use interpersonal skills appropriately, Ability to work in a team building culture, Ability to demonstrate a positive attitude during work shift
• Ability to adapt quickly in a fast-paced changing work environment
• Must have a professional appearance and behavior regardless of work setting (virtual or in person)
• Ability to demonstrate compassion with caregivers, customers, and co-workers
• Ability to work independently, Ability to self-motivate to complete tasks,
• Ability to work varying schedules, primarily but not limited to 8am – 430pm Mon–Fri, Ability to rotate after on-call with other co-workers Mon-Fri 430pm – 8am and all day Sat/Sun, Available to work other times as assigned
• Knowledge of appropriate questions used when placing caregivers with customers Ability to gather and compile information, Ability to type and enter data accurately, Ability to use proper telephone etiquette, Ability to work as part of a team, Ability to match needs to resources, Ability to manage a database, Ability to organize processes, Ability to generate reports

Duties and Responsibilities

• Receives staffing requests from RN Supervisor and/or Home Care Qualified Supervisor
• Enters new customer information in EVV Software database
• Creates schedules for new customers including their preferences
• Places permanent caregivers in customer homes
• Finds substitute caregivers when regular caregivers are unavailable for shifts
• Meets with newly hired caregivers and reviews service plans and tasks to be performed
• Explains to new caregivers how to contact team members including scheduling coordinator(s), home care qualified supervisor, and RN Supervisor
• Meets new graduates of the PCA class when scheduled for team orientation and ensures new PCAs are placed with customers immediately upon successful completion of the class
• Attaches copies of service plans for caregivers in EVV software
• Mails printed copies of service plans to customers
• Documents all calls from customers and caregivers in EVV software and other locations as required by regulations and policy
• Documents caregiver refusals to accept shifts in EVV software and other locations as required by regulations and policy
• Makes follow-up quality calls to customers to monitor satisfaction with service; documents call and forwards to nurse
• Attends morning team meetings and other staff meetings as required throughout the day
• Communicates daily with team members through various methods (see KSAs)
• Collaborates with team members on strategies to best fit the needs of customers
• Troubleshoots EVV app issues with caregivers
• Trains caregivers on EVV app as needed
• Enters procedure codes/modifiers and prior authorizations in EVV software
• Documents complaints from customers and informs Home Care Qualified Supervisor and RN Supervisor for follow up
• Documents caregiver’s requests for re-staff and notifies team
• Documents every assignment declined by caregiver
• Documents calls from clients and caregivers and forwards to appropriate person as applicable
• Maintains open hours at specified goals
• Meets or exceeds other team and individual goals established by management
• Ensures database integrity is maintained
• Ensures a high level of customer service with timely and accurate responses to employee and customer inquiries
• Processes all paperwork and assignments to meet any required deadlines or expectations of customer service excellence
• Resolves customer complaints in a timely manner and escalates to supervision/management problems with a negative impact on customer service
• Analyzes system data to produce positive outcomes for customers
• Monitors systems and reports to determine an employee late or no-show at a customer’s home to take immediate and appropriate remedial action
• Coordinates with other team members to achieve maximum customer satisfaction
• Assists team members and/or supervision/management with tasks, communications, or other activities to maximize customer satisfaction
• Uses discretion to evaluate problems and produce positive outcomes for customers
• Answers on-call phone as calls come in. If a voicemail is received, returns call within 30 minutes of voicemail being received.
• Responsible for taking calls, checking voicemails, returning messages, monitoring telephony, finding subs, and anything else that comes up
• Inform teams through call center and email of issues that arise during on-call time
• If a sub is required, follow protocols to find a caregiver for the available shift.
• Maintains organized files and records
• Makes copies and distributes
• Maintains and updates service plan as needed
• Maintains compliance with all HIPPA and privacy practices policy and procedures
• Completes all required training
• Monitor Telephony hourly throughout the day
• Fill available shifts urgently
• Documents all necessary notes in call center
• Report caregiver scheduling issues to Qualified Supervisor
• Enter any documentation necessary into the appropriate spots in generations
• Be well versed on walking a caregiver through the process of signing a schedule.
• Maintains regular attendance
• Adheres to scheduled work hours
• Responds to calls with on-call
• Notifies supervisor in advance when unable to report to work as scheduled
• Meets deadlines
• Manages own time to complete work within time frame
• Responds to requests in a timely manner
• Ensures accuracy of work before submitting
• Complies with agency policies and procedures
• Adheres to rules for confidentiality
• Accepts and utilizes constructive feedback
• Attends scheduled training and in-services

Additional Information

Salary Range: $36,852-$43,722
Care Link does not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its actives or operations.