Senior Coordinator, Contact Center

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 are 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. This Senior Coordinator, Contact Center will work the 2nd Shift schedule consisting of days and hours : 2PM-11PM EST Tuesday-Saturday and off Sunday and Monday.

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

Education and Experience

Benefits