Care System Associate

Addus HomeCare•Lisle, IL

20h•$16 - $18•Remote

About The Position

As a Care System Associate you will be responsible for providing the highest level of support when answering phones, managing the client open visits and alert report, providing resolution to missed visits, short and long visits and high priority alerts and providing urgent and immediate care to each callers situation. This position is also responsible for making scheduling changes and updating notes and making schedule adjustments within the scheduling system to ensure all clients are served timely and as required.

Requirements

High School diploma required, Associates Degree in Business or related field is preferred
1 year of data entry, customer service and/or billing and payroll experience in a fast paced environment, health care experience preferred
Must have reliable WIFI and quiet workspace
Must be proficient in Microsoft Outlook with strong reading, writing and problem solving skills
Attention to detail; ability to understand and comply with program/contract policies and procedures
Team oriented problem solving skills

Nice To Haves

Bilingual is a plus, but not required

Responsibilities

Effectively respond to all inbound calls per day related to scheduling changes from clients and employees
Responsible for the coordination of care between caregivers and clients to ensure all visits are filled
Ability to prioritize and manage multiple conflicting responsibilities on a daily basis (Eliminating Missed Visits, Open Visits, Call Offs, PTO requests) and navigate multiple systems and processes, using all available tools and resources to ensure all immediate client needs are met
Make outbound calls to Home Care Aides, Clients and Branches to ensure resolution to scheduling issues and gaps
Meet all key performance metrics and standards as defined for the contact center for quality, productivity and where appropriate, revenue generation and retention
Understand and follow proper phone etiquette and call techniques, providing exemplary service in every phone interaction and ensure professional follow up communication for all involved in schedule changes Client, Branch, Home Care Aides and Leadership personnel as needed
Ability to lead meetings with assigned branches on a daily and weekly basis as needed
Maintain call and/or email Quality Assurance standards, to ensure the correct amount of care is provided to our clients
Maintains a high degree of confidentiality at all times due to access to sensitive information
Maintains regular, predictable, consistent attendance and is flexible to meet the needs of the department
Follows all Medicare, Medicaid, and HIPAA regulations and requirements
Abides by all regulations, policies, procedures and standards
Performs other duties as assigned
Maintains positive internal and external customer service relationships
Maintains open lines of communication
Plans and organizes work effectively and ensures its completion
Meets all productivity requirements
Demonstrates team behavior and promotes a team-oriented environment
Actively participates in Continuous Quality Improvement
Represents the organization professionally at all times