Support and Scheduling Representative

Homebridge Inc•San Francisco, CA

4h•Hybrid

About The Position

Under the direction of the Manager of Support and Scheduling, the Scheduling and Support Specialist ensures the uninterrupted delivery of services to the communities most vulnerable adults requiring homecare services to live independently. This role combines scheduling duties with community support, responding to calls from Home Care Providers (HCP) and clients, ensuring timely resolution of issues, and fully documenting and reports or concerns. The Specialist matches Home Care Providers to clients, manages schedules, and provides urgent support when necessary.

Requirements

Commitment to Mission:Demonstratesintegrity, credibility, and a dedicated commitment toHomebridge’smission, with a passion for supporting the agency's goals andobjectives.
Proficiencyin Software:Proficient in Microsoft Office Suite and proprietary software, with a quick learning ability fornew programs.
Flexibility and Team Support: Willing to contribute at various levels to ensure the successful functioning of the agency, showing flexibility and a team-oriented approach to all tasks.
Communication:Strong communicationskills, both orally and in writing.
Problem-solving Capabilities:Ability todemonstrateproficiencybalancingwork in a fast-paced, client-driven environment.
Language Capabilities:Bilingualism may berequired.
College graduate preferred, although we welcome candidates with 2-3 years of experience handling complicated logistical matters related to service delivery and customer service.

Responsibilities

Schedule approximately4,000 hoursof HCP visits to clients monthly.
Assign HCPs based on Client Care Plans, ensuringmaximumclient service hours and consistent work hours for HCPs.
Match, schedule, and dispatch HCPs to clients' homes on both permanent and emergency bases.
Create,maintain, andmonitorclient/HCP schedules using scheduling software, minimizing travel time and gaps in schedules.
Ensure high-risk clients are served within 2 hours and other clients within 4 hours.
Inform clients of schedule changes and rescheduled visits.
Collaborate with Care Supervisors on scheduling issues and client care needs.
Input data intoMedsys, tracking HCP tardiness, complaints, and potential fraud.
Respond to calls from HCPs and clients, providing real-time support and resolving issues during the call.
Document all interactions and actions taken inMedsys.
Perform temporary adjustments to scheduled visits due to client vacation, illness, or other disruptions.
Ensure HCPs with proper training are scheduled for clients requiring specialized care.
Comply withLockout Reassignment Policy for clients who are not home or refusing service.
Receive anddocument onclient complaints, informing CareSupervisorsas necessary.
De-escalate HCPs and clients in crisis using principles of Motivational Care Management and PHICoach Approach.
Perform administrative duties such as data entry, monitoring reports, and supporting department staff.
Share lockout phone duties to supportHomebridgeservices, including emergency scheduling and handling client emergencies.
Write clear Dated Notes in thedatabase contemporaneouslywith events.
Follow correct distribution for Dated Notes to ensure full notifications.
Report known or suspected abuse of dependent adults or elders as a mandated reporter under California law.