After Hours Coordinator - Home Care

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

Job summary

Personal Touch Home Care is seeking an After Hours Coordinator to join our Brooklyn, NY team. This in-person, full-time role handles patient care coordination from a call center, managing inbound and outbound calls and ensuring timely service hours.

The position requires bilingual English/Spanish communication, weekend availability, and a 2:00 PM–10:00 PM regular schedule with occasional earlier starts. Holidays are paid at time-and-a-half.

Qualifications

• Must be bilingual English/Spanish.
• Flexible schedule required.
• Available to work weekends (Sat & Sun) with two days off during the week.
• Regular schedule 2:00 PM–10:00 PM with potential earlier starts.
• Available to work most holidays with pay at time-and-a-half.

Responsibilities

• Answer customer calls and provide accurate answers to queries.
• Call patients/families/contracts to inform them of service changes.
• Schedule/coordinate patient care staff per policy.
• Update daily employee absentee and no-show data.
• Prepare weekly schedules and time summaries.
• Pre-bill caseload and perform visit verification promptly.
• Conduct monthly patient satisfaction calls.
• Document in patient and caregiver records as needed.
• Communicate with patients, families, and contracts about services.
• Coordinate with payors and other entities for services.
• Notify Clinical Director of issues promptly.
• Adhere to agency customer service policies.
• Provide patient billing information as needed.
• Occasional weekend/holiday work as required.
• Identify and escalate issues to supervisors.
• Perform other duties as assigned.

Skills

Bilingual communication

Strong communication

Active listening

Empathy

Time management

Organization

Adaptability

Computer proficiency

Call center experience

Customer service knowledge

Multitasking

Tools

Microsoft Office 365

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.