Care Link, the Area Agency on Aging for Central Arkansas, is a nonprofit agency providing resources for older people and their families. We need your support to serve the growing population of older people in Faulkner, Lonoke, Monroe, Prairie, Pulaski, and Saline Counties. To earn that support, we want to help you get to know our organization. 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 4 years of verifiable experience with successful placement of caregivers in customer homes;
or 2 years of verifiable experience with successful placement of caregivers in customer homes, plus 2 years of supervisory experience:
and Proficient in using Microsoft Office, particularly Excel
and 2 years of experience working in databases
Preferred Bilingual/Spanish speaking
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 6:00 am – 6:00 pm Monday – Friday, Ability to rotate after on-call with other co-workers Mon-Fri 6:00 pm – 6:00 am and 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
Checks confirmed time daily ensuring all shifts include caregiver signatures
Works exceptions that include missed punches and missing signatures daily and communicates this information to other team members
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
Complete daily call page and turn in to supervisor each morning
Answer the on-call phone and document all conversations and issues on daily call page
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
Enter manual punches as needed and follow up with caregivers to ensure they have completed the signatures.
Fill available shifts urgently
Documents all necessary notes in call center
Confirms shifts throughout the day while monitoring telephony
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.
Responsible for all staffing needs related to private pay clients.
Receives requests for staffing from HCS or from nurse
Communicates with caregiver and reviews with caregiver care plan tasks to be performed
Receives calls from caregiver that can’t report as scheduled; checks opening each day and contacts possible replacements
Makes follow-up/QA calls to clients to monitor satisfaction with service; documents call and escalates as needed
Responds to requests in a timely manner
Conducts home visits to private duty clients as needed
Coordinates with other team members to ensure private duty services are to the customers’ satisfaction.
Monitors call center for data related to private pay program and takes immediate action when necessary.
Ensures caregivers are connected with the resources needed in order to provide best care to private pay clients.
Attends scheduled training and in-services
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.