Care Support Associate I

A First Name Basis•Washington Terrace, UT

About The Position

A First Name Basis (AFNB), an in-home care provider with more than 40 offices across four states, is seeking a Care Support Associate I. The role supports smooth, accurate, and timely scheduling while providing excellent customer service to clients and caregivers. It supports Care Managers, coordinates high-volume communication, assists with recruitment and training activities, and contributes to service quality and operational efficiency. The position involves maintaining and optimizing schedules, monitoring caregiver availability and client needs, handling routine concerns and inquiries, and escalating issues appropriately. It also requires accurate documentation, adherence to staffing policies and service standards, and participation in identifying operational improvements. The employee is expected to demonstrate professionalism, empathy, positivity, and the company’s Core Values.

Requirements

1–3 years of experience in a call center, scheduling, dispatch, or administrative support role.
Proficiency with scheduling software, CRM systems, or call center applications.
Computer literacy, including Microsoft 365, Teams, Outlook, and Excel.
Ability to multitask across phone, chat, and email.
Accurate data entry and strong attention to detail.
Excellent verbal and written communication skills.
Strong customer service and problem-solving abilities.
Ability to stay calm under pressure and handle a high call volume.
Organization, proactivity, and ability to prioritize tasks in a fast-paced environment.
Strong teamwork and collaboration skills.

Responsibilities

Maintain and optimize daily schedules to ensure client shifts are filled promptly.
Monitor caregiver availability, client needs, and schedule changes; anticipate and communicate potential scheduling issues to leadership.
Provide compassionate and professional phone support to clients and caregivers, address routine concerns, and escalate issues appropriately.
Collaborate with Care Managers to support service quality and timely resolution of needs.
Manage high-volume inbound calls professionally and respond promptly to inquiries and referrals.
Maintain clear and consistent communication with caregivers, clients, and internal teams.
Accurately document call activity and scheduling updates.
Support team performance goals, including missed-call percentages and documentation accuracy.
Relay client and caregiver feedback to designated team members.
Follow staffing policies, procedures, and service standards, and uphold and model company Core Values.
Support office initiatives that contribute to growth and service excellence.
Help identify scheduling, communication, or operational challenges and offer suggested solutions.
Contribute to a positive team culture through professionalism, empathy, and positivity.
Support Care Managers and assist with recruitment and training activities.