In Take Coordinator - Chadds Ford

Overview: This Deputy Director role will serve as an Intake Coordinator at Visiting Angels Home Care,and will play a vital role in the initial point of contact for potential clients and their families seeking home care services. You will be responsible for managing all intake calls, assessing client needs, coordinating with our care team, and ensuring a seamless transition for clients into our care services.

Responsibilities:

1. Manage Intake Calls and Relationships: Serve as the primary point of contact for all incoming inquiries and intake calls from potential clients, family members, and referral sources; ensure a positive FIRST Impression on the call and be able to establish connection based on empathy.
2. Assessment and Evaluation: Conduct thorough assessments of client needs over the phone to determine the level of care required, including medical conditions, mobility issues, dietary restrictions, and other relevant factors.
3. Information Gathering: Collect pertinent information from clients and their families, including medical history, preferences, and any specific requests or concerns.
4. Client Consultation: Provide detailed information about the range of home care services offered by Visiting Angels, addressing questions, and alleviating concerns to ensure clients and their families feel confident in our ability to meet their needs.
5. Documentation and Record-Keeping: Maintain accurate and up-to-date records of all client interactions, in our database system, ensuring compliance with confidentiality and privacy regulations.
6. Coordination and Scheduling: Work closely with the scheduling team to coordinate caregiver assignments, ensuring appropriate matches based on client preferences, caregiver skill sets, and availability.
7. Follow-Up and Support: Conduct follow-up calls with clients and their families to ensure satisfaction with services, address any concerns or issues that may arise, and make adjustments to care plans as needed.
8. Referral Management: Build and maintain positive relationships with referral sources, such as hospitals, rehabilitation centers, and healthcare professionals, to facilitate referrals and promote our services within the community.
9. Perform other duties as deemed appropriate by the management team.

Qualifications:

1. Experience: Minimum of 5 years
2. Excellent Communication Skills: Strong verbal and written communication skills are essential for effectively interacting with clients, families, and referral sources.
3. Empathy and Compassion: Demonstrated empathy, patience, and compassion when dealing with clients and their families, particularly during times of stress or uncertainty.
4. Organizational Skills: Ability to manage multiple tasks and prioritize workload efficiently in a fast-paced environment while maintaining attention to detail.
5. Critical Thinking: Strong problem-solving and decision-making abilities to assess client needs, identify appropriate solutions, and make timely recommendations.
6. Customer Service Orientation: A customer-centric approach with a commitment to providing exceptional service and support to clients and their families throughout the intake process.
7. Knowledge of Home Care Services: Familiarity with home care services, eldercare, or healthcare industry experience preferred but not required. Willingness to learn and adapt to new information and procedures.
8. Computer Proficiency: Basic computer skills and proficiency with database software for data entry, documentation, and record-keeping purposes.
9. Education: High school diploma or equivalent required. Additional education or training in healthcare, social work, or related fields is a plus.

Working Conditions:

• This in-person position primarily operates in an office environment but may require occasional interaction with clients in their homes or healthcare facilities. This position will be in our Chadds Ford office.
• Standard office hours with occasional evening or weekend availability may be required to accommodate client needs and inquiries.
• Ability to work independently and as part of a collaborative team to meet organizational goals and objectives.