Care Team Coordinator

Purpose

The overall purpose of this position is to act as a professional interface between Optimal Home Care and its clients and act as the first point of contact for incoming phone calls and office visitors to ensure all staff and guests are provided with the Optimal Experience.

To be a primary point of contact and knowledge resource for client inquiries, concerns, suggestions, and complaints. To be able to expedite the process of handling queries, resolving issues, identifying process improvements and ensuring satisfaction through proper channels of communication. To help support and drive the Office Experience vision by utilizing skilled customer care and clerical skills to manage reception operations in a professional, effective, efficient, and courteous manner.

To support and improve Optimal’s operational image to both internal and external customers through proper handling and routing of phone calls and customer service to office visitors. To maintain and organize office supplies and assemble and supply Office Welcome Kits to new administrative staff.

This position has no supervisory responsibilities.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position would require the ability to lift files, open filing cabinets and bend or stand as necessary and the employee must occasionally life office products and supplies weighing up to 20 pounds.

This position does not require travel during normal business hours.

• Professionally receives incoming complaints and manages the complaint process.
• Provides a team approach to building Optimal’s reputation of quality service, dependability, and ownership of delivering great care to our patients, sources, and staff.
• Reads and responds professionally to emails and phone calls in a timely and effective manner.
• Receives inbound phone calls and addresses such questions/needs in a professional, timely, and comprehensive manner.
• Attends daily/weekly/monthly meetings and prepares data for such meetings in advance.
• Prepares daily, weekly, and other reports as necessary and as requested by leadership.
• Supports other departments by answering questions and providing expertise.
• Provides feedback and recommendations to Supervisor to improve effectiveness and efficiency of processes and delivery of care & customer service.
• May assist in the training and on-boarding of new employees.
• May assist with various research projects and any special projects that relates to Care Team.
• Promotes agency reputation and staff morale by serving both internal and external relationships with professionalism and excellent customer focus/service
• Provide a team approach to building Optimal’s reputation of quality service, dependability, and ownership of delivering great care to our patients, sources, and staff.
• Prepare coffee each morning and refills paper for office printers to start each day
• Close lobby area and coffee stations each evening and refills reception Basic Office Supplies drawer as necessary
• Maintain kitchen stock (cups, plates, utensils, etc.) as needed
• Operate multi-line telephone system in a professional, courteous, timely, and comprehensive manner
• Read and respond professionally to emails in a timely and effective manner.
• Manage office visitor traffic in a professional, courteous, timely, and comprehensive manner. Maintain office visitor log with proper sign in/sign out and assignment of visitor badges.
• Stamp and ship items as necessary.
• Maintain supply closet inventory and transitions.
• Maintain reception calendar to reflect conference room/meeting room utilization
• Notify recipients of shipments received in a timely manner.
• Prepare daily, weekly, and other reports as necessary and as requested by Supervisor.
• Support other departments by answering questions and providing expertise to these duties listed.
• Provide feedback and recommendations to Supervisor to improve effectiveness and efficiency of processes and delivery of care…