Nurse Next Door Looking for Scheduling Specialist at Bedford, NS Full Time

Scheduling Specialist Job Description

Our purpose is to Make Lives Better through Happier Aging. We help seniors stay in their homes for as long as they choose, and support long term care facilities to be properly staffed. We have a mission to help seniors continue doing what they love most. We are not just another home care company fulfilling daily tasks. We are a company that admires people and seeks to make a difference in everything we do. By working at Nurse Next Door, you will be part of a growing company helping seniors do what they love again.

As a Scheduling Specialist, you will answer inbound calls and schedule Client visits by finding the Perfect Match Caregiver using the Alayacare booking system. You are the first point of contact for prospective clients who need care at home. You will track Caregiver clock ins and investigate absences or lateness in accordance with established workflows, following the processes. You will surpass response times, scheduling, and documentation standards to provide the highest level of care and service to our Clients, Franchise Partners and Caregivers. We offer a premium service that requires customer service-oriented professionals who thrive in fast-paced, self-led environments where you can add value with your detailed, accurate work in a time-sensitive manner. You will contribute to Care Services by being operationally excellent through consistent delivery of service level commitments and adherence to One Best Way processes, workflows and systems.

You are observant and thrive on delivering exceptional customer service and client outcomes while doing whatever it takes to bring peace.

You embody our four core values: Admire People, Find a Better Way, WOW Customer Experience, and Passionate About Making a Difference.

For more information, visit https://www.nursenextdoor.com/ or watch our videos: https://www.youtube.com/user/NurseNextDoor1

What You Will Lead:

Scheduling responsibilities

• Deliver WOW customer service experience in every interaction with Clients, Caregivers and Franchise teams to exceed customer service standards while surpassing call hold times
• Utilize the Alayacare platform for scheduling, follow workflows, follow one Best Way processes, and establish communication channels to promote efficiency and drive accurate data for business insights
• Deliver on a Peace of Mind by ensuring that all Caregivers clock in for their visits and escalate no-show situations with a sense of urgency, conducting investigations as required.
• Schedule and book Client visits using the scheduling platform and examining visits in the future, find the Perfect Match Caregiver for each Client and complete documentation as required
• Respond to Caregiver questions regarding schedules and availability for open visits
• Update Client and Client Contacts on any changes to service, keeping accurate and detailed documentation in our system
• Resolve Franchise Partner issues with One Best Way and operational excellence in mind
• Be an active team member and contribute to process improvement initiatives that make Care Services a high performing team
• Provide fast and easy access to Clients and Caregivers by answering a high volume of inbound calls.

Attendance Monitoring responsibilities

· Deliver on a Peace of Mind by ensuring that all Caregivers clock in for their visits and escalating no- show situations with a sense of urgency

Investigate all flagged to ensure both Client and Caregiver safety, follow the AMS workflow at all times and create documentation as required

· Consistently follow Care Services workflows and One Best Way processes, complete daily tasks and priorities in a timely manner, follow established communication channels

· Be an active team member and contribute to process improvement initiatives that make the Care Services Team a high performing team

Intakes responsibilities

· Meet KPIs to deliver on our brand promises such as; answering calls within 30 seconds and converting the calls into consults with our Care Designers

· Holistically engage and listen to the caller to gather essential information to determine needs and area(s) of service

· Conduct all urgent intakes (i.e., care that is required within 24 hours) by contacting the Care Designer on-call to book care immediately

· The first step to booking a Caring Consult into a potential client and confirming service is assigned to the franchise location’s owned territory

· Follow the Make it HAPPEN sales process to empathize, actively listen, engage and educate the caller about Nurse Next Door services, our Happier Aging Philosophy and the Caring Consult

· Present Nurse Next Door’s differentiators and eliminate objections such as price, minimum service commitments, Mom/Dad are not ready to accept care

· Book the Franchisee/Care Designer into the Consult utilizing the scheduling tool, Google calendar and Franchise Information Page.

· Create a Client file for every call; document all information captured on the Intake Form and submit information as a task to the corresponding Care Designer through scheduling platform

· Email confirmation to the client with details of the booked Caring Consult and include Nurse Next Door’s Client Care Information Package

· Create a Client file in the scheduling platform the day the call is received for all Intakes to ensure data integrity is maintained

· Respond to all inquiries (within 24 hours) that are received via email or the appointment scheduling software

· Respond and direct miscellaneous calls (e.g., employment, administration, marketing) to the correct contact using the Franchise Information Page

What you will bring to Nurse Next Door:

• A minimum of 2 years of experience in a customer service role
• Strong organizational skills with a proven ability to manage many ongoing tasks
• Excellent verbal and written communication skills
• A professional and friendly attitude to quickly develop rapport with clients and caregivers over the phone
• Availability to work 7:00 am – 7:00 pm four days on and Four days off Rotation.

We Make Lives Better so let’s start with you!

Job Type: Full-time

Salary: $18.00-$25.00 per hour

Additional pay:

Benefits:

Schedule:

Application question(s):

• Do you have any Homecare Scheduling experience?
• Do you live in the HRM?

Experience:

• Scheduling: 1 year (required)