Senior Coordinator, Contact Center

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 49,000 compassionate caregivers across 12 states. We’re focused on serving people and the communities we are part of.

Job Summary:

The Senior Coordinator, Contact Center serves as a key member of the Contact Center Support Team by handling Tier 2 calls or tickets that include and are not limited to staffing new cases, restaffing caregiver call outs, updating schedules, confirming Caregiver’s arrival for shifts, as laid out in the playbook. This role also supports the team by managing ticket flow, preventing ticket backlog, and serving as a point of escalation and guidance for internal coordinators and BPO partner(s) in the absence of a supervisor. When the supervisor is present, the Senior Coordinator, Contact Center will carry out their regular responsibilities as a support coordinator.

Essential Duties/Responsibilities:

• Receives and handles incoming calls or escalated tickets from employees, clients, and other agencies, in a timely and professional manner.
• Identifies the nature of the inquiry or issue and provides accurate and appropriate resolution, guidance, or information to caller within established guidelines and procedures outlined in the playbook.
• Maintain accurate and detailed records of all calls, inquiries, and resolutions in the systems to ensure proper tracking and follow-up.
• Assist each market with a variety of internal inquiries including HR-related questions, IT support, policy clarification, benefits information, and other general inquiries as needed.
• Respond to initial incident reports, asking detailed questions to identify root causes of the issues.
• Coordinate urgent escalations and clinical inquiries based on client’s condition within each market.
• Demonstrate empathy, patience, and professionalism in all interactions.
• Assist with ticket management to ensure tickets are being assigned timely and fairly to other coordinators in the absence of a supervisor or team lead.
• Serve as a subject matter expert (SME) and support both internal team and BPO Partner(s) by offering guidance, best practices for resolving tickets and responding to teams’ inquiries.
• Collaborate with and aid other coordinators to escalate and resolve complex issues promptly, ensuring timely and satisfactory resolution.
• Upkeep the company's electronic health record system to ensure the provision of quality care and documentation of an accurate record of the company, client, and caregiver actions.
• Comply with company policies, confidentiality guidelines, and state specific regulations while handling caller information and data.
• Perform all other duties as required and assigned by the manager.

Required  Skills and Abilities:

• Excellent written, verbal and interpersonal communication skills and telephone manners to effectively communicate externally as well as internally with all levels of the organization.
• Ability to work in a fast-paced work environment.
• Strong analytical and problem-solving skills to identify root cause of issue and provide timely resolution
• An ability to focus on Customer Needs by anticipating, understanding, and responding appropriately to the needs of internal and external customers to meet or exceed their expectations within the organizational parameters.
• Ability to manage multiple tasks daily and manage time efficiently.
• Strong attention to detail with documentation in applicable systems.
• Proficient with Microsoft Office Suite and ability to learn new systems as needed.
• Ability to handle confidential information in compliance with HIPAA.

Education and Experience:

• High School Diploma or GED required.
• Previous experience in customer service and contact center environment
• Previous experience in scheduling preferred.

Benefits:

• Weekly pay with salary: $17-20 hourly
• Direct deposit
• Healthcare, dental, and vision insurance
• Paid time off and parental leave
• 401k
• Ongoing, in-depth training opportunities
• Meaningful work with clients who need your help
• Career growth and experience with an industry leader with 50+years of history in a high-demand field

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

Data Security and Privacy Statement

At Help at Home, we prioritize protecting your personal information during the hiring process. We comply with all relevant data privacy regulations, including HIPAA and SOX where applicable. Your data will only be used to assess your employment suitability and won't be shared with unauthorized parties.

We use strong security measures to protect your information from unauthorized access or disclosure. By submitting your application, you consent to this process. You can access, modify, or request deletion of your data by contacting us.

Employees must adhere to our data protection policies and legal requirements to safeguard sensitive information.