Benefits:

401(k)

Bonus based on performance

Company parties

Health insurance

Opportunity for advancement

Paid time off

Training & development

Touching Hearts at Home is a Rochester-based companion care services organization that provides in-home, non-medical care for seniors in Rochester and the Finger Lakes. Our mission is to empower older adults to age in place and avoid hospitalization. Our success depends on having the right caregiver in the right place at the right time. We are looking for a full-time Scheduler to join our team in our fast-paced office in Rochester.

Responsibilities:

Interface with other staff members to understand clients’ care needs, to ensure caregivers and clients are properly matched.

Customer service and problem solving. Strive to resolve customer service issues and concerns independently, utilizing available resources and knowledge base. Escalate unresolved issues promptly and according to urgency, ensuring the safety and well-being of clients and care partners are prioritized. Recognize situations that require escalation to the Executive Director or designated on-call personnel.

Frequent telephone communication

Utilize our scheduling software to track client schedules and caregiver availability.

Participate in our On-Call after-hours rotation. Typically, 1-2 nights per week and every other weekend. Urgent calls are forwarded to you during these times. You will troubleshoot and provide guidance and support to both Care Partners and Clients.

Communicate directly with clients and caregivers, by phone and email, to ensure schedules are understood.

Troubleshoot sudden changes in client schedules and caregiver availability, sometimes at the last minute, to ensure shifts are covered.

General office support such as filing, copying, office organization, etc. as needed.

Support with Operational functions such as billing and reporting.

Occasionally, you may be asked to go to a client’s home and provide non-medical, companion level tasks.

Additional responsibilities within the office at the request of the Executive Director as needed.

Since clients’ needs change frequently, you must be comfortable adapting to an ever-changing scheduling landscape. In short, you must have a combination of strong interpersonal and organizational skills, as well as the ability to act and follow through for results.

The person best fitting our organization is one who will embrace our four Core Values: Compassion; Communication; Consideration and Commitment. We are seeking a person who is excited about our mission to help older adults.

This is a full-time position, with a regular Monday - Friday schedule with hours of 10:00 am – 6:30 pm and an after-hours on-call rotation consisting of approximately 1-2 nights per week and every other weekend.

Pay rate- $20-$23 per hour with additional compensation paid for active On-Call.

Qualifications we are seeking include-

At least 1 year of office/administrative experience, preferably in human services

Scheduling experience preferred.

Record of success in a customer service oriented, fast-paced work environment.

Strong ability to prioritize and manage multiple tasks throughout the day.

Excellent customer service skills, especially on the phone.

Great verbal and written communication.

Ability to take directions from the Executive Director and Lead Scheduler.

Ability to work in a high-pressure environment with a positive attitude.

Proficiency in Word and Outlook. Working knowledge of Excel, and aptitude to learn our computer-based scheduling system (Wellsky)

Each Touching Hearts at Home franchise is independently owned and operated. Your application will go directly to the management of the franchisee where all hiring decisions will be made. All inquiries specific to employment at this franchisee should be made directly to the franchise location, and not to Touching Hearts at Home Corporate office.