Operations Coordinator

At Your Side Home Care Houston; Milton; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking an Operations Coordinator to oversee scheduling for clients and caregivers. This role involves managing call-offs, updating databases, and ensuring effective communication within the team. The ideal candidate will have strong organizational skills, a high school diploma (or higher), and experience in administrative roles. Join a dynamic team dedicated to providing exceptional home care services, where your contributions will help ensure the well-being of clients and support the growth of the agency. If you thrive in a fast-paced environment and are passionate about making a difference, this opportunity is perfect for you.

Benefits

Competitive salary

Flexible schedule

Training & development

Qualifications

• Must be 18+ with Canadian citizenship or equivalent eligibility.
• Experience in scheduling and customer service is an asset.

Responsibilities

• Maintain client and caregiver schedules, handle emergencies.
• Conduct caregiver recruitment and manage intake calls.

Skills

Effective communication

Multi-tasking

Customer service

Education

High school diploma

Associate or Bachelor's degree

Tools

Intake software

Job description

Benefits:

• Competitive salary
• Flexible schedule
• Training & development

POSITION DESCRIPTION:

The Operations Coordinator is responsible for maintaining the schedule for all clients and caregivers. This person is responsible for tracking, changing and refilling all vacation requests, call-offs, request for changes by the client, etc. and ensuring the database has been updated. This person will also maintain an ongoing recruiting effort to ensure that there are adequate numbers of caregivers for continued growth within the agency.

QUALIFICATIONS:

1. Compliance with ComForCare bonding criteria
2. Eighteen years of age or older, with Canadian citizenship and/or equivalent employment eligibility authorization
3. Demonstrated ability to effectively communicate and interact with clients, co-workers and all supervisors
4. High school diploma - Associate or Bachelor's degree strongly recommended
5. Experience in administrative capacities, with experience relevant to scheduling, customer service and computer operation is an asset. Extensive experience in the home care field considered in lieu of other experience.
6. Ability to perform multiple tasks under strict deadlines

ROUTINE DUTIES:

1. Maintain a consistent schedule for clients:
   
   1. Handle emergency call-offs
   2. Fill open shifts
   3. Accommodate client/family requests
   4. Accommodate caregiver schedules
   5. Update caregivers with new client information
2. Brief caregivers on cases - use of briefing form is mandatory.
3. Ensure caregivers have completed client specific training for all new cases.
4. Answer phones with a friendly attitude, check e-mail and phone messages on a routine basis.
5. Manage intake calls:
   
   1. Take incoming intake calls.
   2. Mail/email callers additional information.
   3. Manage intake calls utilizing Intake software.
   4. Perform follow-up calls.
   5. Set up sofa visit or nurse assessment.
6. Manage overtime-limit overtime to emergency situations.
7. On call duties as assigned.
8. Manage the company online operations management system:
   
   1. Maintain schedule.
   2. Enter notes in the system regarding updates on clients and caregivers, document all phone calls and visits.
   3. Enter new caregiver and client information.
9. Caregiver Recruitment:
   
   1. Perform interviews virtually, on the phone and in person.
   2. Administer appropriate tests using available learning systems.
   3. Check references on all applicants that pass the testing.
   4. Schedule orientations and invite appropriate applicants.
10. Administrate weekly orientations:
    
    1. Ensure at least three new applicants attend orientation each week.
    2. Show appropriate videos.
    3. Review employee handbook.
    4. Answer all questions, ensuring caregivers understand policies and procedures.
    5. Assist caregivers in filling out necessary paperwork.
11. Perform quality assurance calls to clients, caregivers and family members as outlined below. Document all calls:
    
    1. One day after new case
    2. One week after new case
    3. Monthly thereafter
12. Create and maintain caregiver and client files.
13. Schedule and perform supervisory visits.
14. Other duties as assigned.

Initial training will be provided.