Aging with Comfort

JOB DESCRIPTION

JOB TITLE:                Care Coordinator   (Bilingual - English/Spanish)                                        

REPORTS TO:          Senior Branch Manager

*Candidates must be bilingual in English & Spanish*

A.    BASIC PURPOSE

This position performs the scheduling functions of Aging with Comfort. Responsibilities include scheduling and ensuring high quality service delivery to consumers. Requires maintaining availability during on-call periods on an as needed basis to cover for the Care Coordinator On-Call. The Care Coordinator will support department policy and resolve customer service issues.

B.    PRIMARY RESPONSIBILITIES

1. Care Coordinator functions include:
1. Scheduling direct care workers to ensure adequate coverage.
2. Providing accurate and timely information to consumers and their families, vendors, and staff regarding Direct care workers’ schedules and changes.
3. Accepting cancellations and/or schedule changes and finding replacement direct care workers to cover for call-outs and cancellations.
4. Documenting new requests for service, verifying information and direct care worker coverage.
5. Ensuring coverage as appropriate during inclement weather, emergencies and other challenges.
6. Maintaining strict confidentiality of all direct care worker and consumer records and information.
7. Contacting consumers to verify scheduling information, check on quality of care received from direct care workers, and confirm direct care workers’ work hours.
2. Oversees scheduling to ensure proper supervision of direct care workers, including collaborating with care managers related to issues such as: direct care worker provisional hiring requirements, counseling and/or other disciplinary actions.
3. Develops and maintains daily work schedules for all direct care workers and night shift staff and sees that any changes or special needs are relayed to the Care Coordinator on-call. .
4. Provides one-to-one coaching relative to scheduling in order to support Direct Care Workers.
5. Responsible for training direct care workers on use of the scheduling software in HHAeXchange and how to log time in and out as well as tasks performed via EVV or Telephony  or with paper-based back-up for regulatory compliance, when the electronic system is down.
6. Ensures that consumers receive services in a timely manner and at the frequency requested.
7. Reports and oversees complaints, issues, and concerns from initial discovery or notification through satisfactory resolution in a timely manner within scope of work. Communicates issues to appropriate internal management and supervisor.
8. Monitors and ensures problem resolutions between consumers, staff, providers and vendors as necessary, and escalates situations as necessary.
9. Assists in the development and implementation of new processes and procedures.
10. Maintains availability if and when on-call and responds to calls from direct care workers and consumers received during this time.
11. Monitors and evaluates scheduling program effectiveness and provides recommendations for improvement.
12. Prepares statistical and other reports as requested.
13. Ensures the accuracy, completion, and timeliness of all required documentation, and reports as assigned and as requested.
14. Attends department training and technical assistance meetings as required.
15. Represents Aging with Comfort and its consumers at designated meetings and community education activities as directed.
16. Conducts and participates in audits.
17. Performs other work-related duties as assigned

1. HUMAN RELATIONS

1. Must maintain a professional attitude and demeanor and be able to communicate effectively and relate courteously and cooperatively with consumers, caregivers, colleagues, supervisors, co-workers and all others. 
2. Must be able to demonstrate optimism, enthusiasm and willingness to work constructively with other home care team members and reflect concern for the well-being of consumers and employees.
3. Is able to supervise staff and coach direct care workers to improve their functioning and overall agency services.

D.   PHYSICAL REQUIREMENTS  (See Attached Physical Requirements Form)

1. Operation of basic office equipment (copier, fax, computer, telephone)
2. Ability to stand, sit, and walk, with or without reasonable accommodations to perform the essential responsibilities of the position
3. Some local and national travel may be requested or required.

E.    EDUCATION AND EXPERIENCE

1. Education:
2. High School Diploma at minimum.
3. Associates Degree in Business or the equivalent preferred.
   
   
4. Experience:
5. Minimum of two years’ scheduling and scheduling software experience preferred. (Candidates with exceptional work or personal experience with disabilities who do not meet the stated educational requirements may be considered).
6. Must have excellent organizational, communication (written and oral), and interpersonal skills, including being able to demonstrate flexibility, adaptability, tolerance, patience, and tact.
7. The incumbent must also have strong analytical and computer skills, including proficiency with Microsoft Word and Excel.
8. The candidate must have experience of interacting effectively with people with disabilities.
9. Must also have the ability maintain confidentiality, work independently and as a team player, and be detail oriented.

3. Other Requirements:
   1. Must be a licensed driver with an automobile in good working condition and have automobile insurance in accordance with Pennsylvania laws.
   2. Must be Bilingual in English & Spanish

Benefits:

• Medical, Dental, Vision, & Life Insurance Coverage (Begins 1^st day of the month following 30 days of employment)
• 2 weeks paid time off (10 days) for 1^st year employees (PTO increases with tenure)
• Ten (10) paid holidays
• Performance based incentive compensation (monthly bonuses based on goals/metrics set with your manager)
• Quarterly Employee Appreciation Events
• Monthly Employee Recognition Program