Staffing Coordinator

Home Instead is Nova Scotia’s trusted provider of comprehensive in-home care services for older adults who wish to remain living at home. These services may include: assistance with trips to the doctor, reminders to take the right medication at the right time, meal preparation, light housekeeping, personal care and even Alzheimer’s and dementia care. The result is companionship allowing seniors to feel safe and independent while they age in place in the home they've lived in for years.

Key responsibilities:
• 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.
• 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 / on-call personnel.
• Participate in overnight / on-call duties 1-2 evenings per week and every 3rd weekend.
• Maintain accurate schedules, clock-in/clock-out records, 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 to appropriate management, in accordance with agency policy and procedures, to ensure appropriate follow-up.
• Utilize multiple phone lines to promptly answer incoming calls. Apply customer service protocols to address caller’s needs or appropriately route caller to other office personnel.
• Serve as point of contact for assigned Client base, and effectively address schedule changes, questions and complaints. Solicit Client feedback per company procedures.
• Assist Clients/Caregivers with coordination of ancillary services such as in-city travel and scheduling of appointments, as required.
• Maintain Client and Caregiver files in accordance with policies and procedures.
• Field Client inquiries over the phone in a knowledgeable manner.
• Contact and schedule Caregivers for various training sessions and meetings.

Qualifications:
• Undergraduate degree or diploma
• Minimum 2+ years of experience in a fast-paced, deadline-driven scheduling role
• Exceptional ability to manage own workflow to ensure quality and efficiency
• Ability to present a confident, professional demeanor
• Ability to learn new skills and processes quickly
• Excellent written and verbal communication skills
• Self-motivated and can deal with ambiguity
• Familiarity with HRM and surrounding areas

Bonus Assets:
• Strong knowledge and proficiency with Office 365
• Working knowledge of Google Apps
• Enjoy acting as a resource for Client/employee inquiries
• Valid driver’s license

Please apply by submitting a resume and cover letter merged in one document by January 31st, 2019.