Home Instead^®

Office Coordinator & Team Support Job Description

Buckskin 903 Ventures, LLC, d.b.a. Home Instead

Company Background:

Home Instead® is the one of the largest in-home senior care providers in the world. Our founders, Paul and Lori Hogan, launched Home Instead in 1994 to provide care to Paul’s 90-year-old grandmother. By 2019, U.S. Home Instead franchises employed 80,000 Care Pros and delivered 80 million hours of services to 108,000 clients annually.

Objective:

The Office Coordinator & Team Support is expected to perform a variety of clerical and administrative duties.  This position is expected to answer phones, complete administrative duties, which include inventory management, and support other staff members with clerical tasks – especially HR – in order to provide the highest quality service to clients.

Primary Responsibilities:                                                                                         

• Reflects the core values of Buckskin 903 Ventures, LLC, d.b.a. Home Instead, an independently owned and operated franchise of Home Instead, Inc., an Honor Company.
• Handles office responsibilities to facilitate and allow excellent communication and network flow
• Greets and welcomes each visitor in a friendly, warm and professional manner
• Determines each visitor’s purpose in a pleasant manner and promptly notifies appropriate staff members of their arrival
• Answers each incoming call in a friendly, professional and knowledgeable manner and distributes incoming calls to the appropriate staff members
• Fields new client inquiries over the phone in a knowledgeable manner, schedules care consultations, enters the information into the software system and works with team to communicate and prepare for the Care Consultation
• Enters and maintains accurate client and Care Pro records in the operating system
• Communicates client and Care Pro concerns or problems with other staff members or owners as appropriate
• Reviews, corrects, creates and sends client invoices on the 1^st and 16^th of each month
• Creates, reviews, and submits LTC claims for clients each billing cycle
• Assists with hiring process for new Care Pros; duties may include fielding employment inquiries from prospective Care Pros, moving applicants through the process and conducting new hire training
• Assists Human Resource team with all aspects of staff engagement – facilitating “fun” for office employees
• Assists with stuffing and mailing client invoices as needed
• Organizes and distributes daily mail if needed
• Maintains Excel spreadsheets of office and CarePro supplies
• Orders and stocks office supplies; including but not limited to CarePro shirts, medical gloves, etc.
• Maintains office cleanliness, including daily trash

· Serves in emergency on-call phone management rotation

• Ensures Home Instead standards are met and upheld
• Maintains regular attendance at the office to execute job responsibilities and ensures office is fully staffed during office hours (per state licensing law) using current office employees
• Demonstrates open and effective communication with owner, colleagues and Care Pros
• Performs any and all other functions and responsibilities deemed necessary for the successful operation of a Home Instead franchise office

Secondary Responsibilities: 

• Assists with making reference calls on prospective Care Pros in a timely manner
• Processes criminal background, Adult Protective Services and Department of Motor Vehicle checks
• Participates in quarterly Care Pro meetings

Education/Experience Requirements:

• High school graduation or the equivalent
• One year of related business experience or an equivalent combination of education and work experience may be considered
• Must possess a valid driver’s license

Critical Numbers:

• 90% of calls are to be answered by second ring

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by Buckskin 903 Ventures, LLC, d.b.a. Home Instead, an independently owned and operated franchise of Home Instead, Inc., an Honor Company.
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Must demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Must have the ability to organize and prioritize daily, monthly and yearly work
• Must be able to establish good working relationships with management, colleagues, franchise owners and their staff
• Must present a professional appearance and demeanor
• Must be able to operate office equipment
• Must be able to operate HISC technology
• Must be patient and congenial on the telephone 
• Must have computer skills and be proficient in Word and Excel
• Must be able to work evenings or weekends as required
• must be able to perform duties in a professional office setting