Part Time Remote Weekend Client Success Coordinator

Our Company is a preferred provider of private home care services. We supply premier in-home care services designed to enhance the well-being, independence & dignity of our clients in New York City, New Jersey and Long Island. We provide relief and assurance to family members who know that their loved ones are happy, safe and cared for. We don’t believe in one-size fits all solutions and tailor our care plans to each individual client’s needs.

We are searching for talented Part-Time Client Services Scheduler and Coordinator. This position requires compassion and an interest in making a difference in the lives of our clients.

This position can be remote, before applying, please ensure you can work the following hours:

• Sunday 11am-9pm
• Saturday 11am-9pm
• All major holidays (paid at overtime rate of 1.5x)

The Client Success Coordinator is responsible for delivery of outstanding home care services by serving as the primary point of contact for an assigned group of clients. You will work in a back-up capacity and primary duties include coordinating schedules for designated clients and caregivers, monitoring day-of schedules and filling open shifts, and responding to client or caregiver issues as they arise. The Case Coordinator must be a fast-independent thinker/problem solver and must thrive in a fast-paced environment.

Essential duties and responsibilities for the Client Success Coordinator role include the following:

• Schedule and coordinate 100% of assigned case load in an efficient, effective and timely manner, while ensuring outstanding customer satisfaction.
• Monitor Caregiver check-ins for assigned case load. Promptly identify tardy Caregivers, notify client of delay, and determine appropriate remedial actions, if necessary.
• Handle call-outs or emergency schedule changes with little or no advance notice. Identify available Caregivers, re-staff schedules, and notify client of changes.
• Participating in general coverage of the office’s main phone line.
• Notify team of outstanding client issues at the end of each day and maintain a list of replacement Caregivers for use by the designated overnight/weekend on-call personnel.
• Participate in overnight/weekend on-call duties as necessary.
• Maintain accurate schedules, clock-in/clock-out timecards, and clear notes for exceptions in the Company’s systems, as required, to ensure accurate billing and payroll function.
• Document and escalate Client or Caregiver issues in accordance with agency policy and procedures, to ensure appropriate follow-up.
• Assist Clients with coordination of ancillary services such as in-city travel and scheduling of appointments, as required.
• Complete welcome calls, check in calls, and monthly customer service check-in calls.
• Continually seek opportunities for innovation and process improvement.