After Hours Coordinator

Personal Touch Home Care of N.Y. Inc; New York (NY); On-site; USD 29,000 - 34,000; Full time

Job summary

Personal Touch Home Care of N.Y. Inc. is seeking an After Hours Coordinator to manage and schedule patient care from a call center, handling inbound and outbound calls to ensure timely service and billing.

The role requires bilingual English/Spanish and a full-time in-person schedule in Brooklyn, NY. The coordinator will update records, communicate changes to patients and families, and coordinate with contracts, payors, and the Clinical Director.

Qualifications

• Bilingual English/Spanish required.
• Flexible schedule and weekend availability.
• 2:00 PM–10:00 PM shift with possible earlier start.
• Must be available to work holidays with pay at time-and-a-half.
• Strong communication and active listening skills.
• 1–3 years of experience in a call center preferred.

Responsibilities

• Answering customer calls and providing accurate/satisfactory answers to queries.
• Call patients/families/contracts to inform about service changes.
• Schedule/coordinate patient care staff per Agency policy, including last-minute changes.
• Update employee absentee and cancellation information daily.
• Compile schedules/time summaries and submit weekly.
• Manage caseload pre-billing and visit verification timely.
• Complete monthly patient satisfaction calls as instructed.

Skills

Bilingual English/Spanish

Call Center Experience

Customer Service

Time Management

Communication Skills

Tools

HHAeXchange

Teams

Outlook

Excel

Word

Job description

After Hours Coordinator - Home Care

Brooklyn, NY

MUST be Bilingual English/ Spanish

This is a full-time in person position.

Job Summary:

The After-Hours Coordinator is responsible for coordinating and scheduling patient care. The Home Health Aide Coordinator will be part of a call center that will handle many inbound and outbound calls to and from customers, listening to customer needs or issues. Provide helpful solutions to inquiries and solutions to problems, ensuring all customer needs are met, services are provided, and hours are billed timely. While adhering to regulatory requirements and Personal Touch Home Care customer service standards.

Responsibilities:

• Answering customer calls and providing accurate/satisfactory answers to their queries and concerns.
• Call patients/families/contracts to inform them about any changes to services.
• Schedules/coordinates patient care staff according to Agency policy, including resolving all last-minute cancelations.
• Update information daily regarding employee absentee status for no call/no show, cancellations, refusals, and employee illness.
• Participates in compiling schedules and time summaries and submit weekly.
• Manage caseload pre-billing and visit verification in a timely manner.
• Completes monthly patient satisfaction calls as instructed by coordination management.
• Maintain pertinent information regarding incoming calls, availability, and comments.
• Accurately document in patient’s and caregiver’s records when needed.
• Communicates with patients/families regarding desired services.
• Communicates with contracts, payors, and other entities as needed for coordination of home care services and documentation.
• Updates Clinical Director/Supervisor regarding patient issues or concerns in a timely manner.
• Maintain and adhere to agency customer service policies and procedures.
• Participates in provision of patient billing information.
• Must be available to work occasional weekends and holidays as needed.
• Identify and elevate issues to supervisors.
• Perform other duties as assigned.

Qualifications:

MUST be Bilingual English/ Spanish

• Must have a flexible schedule.
• Must be available to work every weekend (Saturday and Sunday), with two days off during the week.
• Monday–Friday: Regular schedule is 2:00 PM–10:00 PM, with flexibility to start earlier when needed.
• Must be available to work most holidays, which are paid at time-and-a-half.

• Strong communication skill, both written and verbal.
• Great active listening skills.
• A patient and empathetic attitude.
• Strong time management and organization skills.
• Adaptability and flexibility.
• Preferably Bilingual
• Proficient in relevant computer applications.
• 1 to 3 years of experience in a call center environment.
• Knowledge of customer service practices and principles.
• Ability to remain professional and courteous with customers.
• Ability to multitask.

Desired Skills and Experiences:

• Home health care experience
• Experience with HHAeXchange Homecare Application
• Call center customer service representative
• Microsoft Office 356 applications:
• TEAMs
• Outlook
• Excel
• Word

MUST be Bilingual English/ Spanish

Pay:

$21.00-$25.00 per hour

Job Type:

Full-time

We are excited to welcome passionate and dedicated individuals to join our team at Personal Touch Home Care. We’re more than just a company; we’re a close-knit family dedicated to supporting each other’s success and well-being.