Our purpose is Making Lives Better through Happier Aging. We help seniors stay in their homes for as long as they choose, and our real talent is caring and connecting to seniors’ hearts. We are not just another home care company fulfilling daily tasks, we are a company that admires people and seeks to make a difference in everything we do. By working at Nurse Next Door, you will be part of a growing company that is helping seniors do what they love again.
As a Scheduling Specialist, referred to internally as a Care Services Scheduling Specialist, you will answer inbound calls for Caregivers and Clients, scheduling Client visits with Caregivers.
We have an immediate need for a Care Services Scheduling Specialist with evening and weekend availability.
As a Nurse Next Door team member you will receive:
- Flexible Dental & Medical Health Benefits
- Personal and Health Spending Accounts
- Competitive base salary & full time hours
- Profit-sharing bonus plan
- Employee recognition and fun!
- Growth and development
What You Will Lead:
- Deliver WOW Customer Service experience in every interaction with Clients, Caregivers and Franchise teams to exceed Customer service standards while surpassing call hold times
- Utilize the Alayacare platform for scheduling, follow workflows, follow one Best Way processes, and establish communication channels to promote efficiency and drive accurate data for business insights
- Deliver Peace of Mind by ensuring that all Caregivers clock in for their visits and escalate no-show situations with a sense of urgency, conducting investigations as required within 22 minutes of the visit start time
- Schedule and book Client visits using the scheduling platform at least 14 days out, find the Perfect Match Caregiver for each Client and complete documentation as required
- Respond to Caregiver questions regarding schedules and visit offers
- Update Client and Client Contacts on any changes to service, keeping accurate and detailed documentation in our system
- Resolve Franchise Partner issues with One Best Way and operational excellence in mind
- Be an active team member and contribute to process improvement initiatives that make Care Services a high performing team
- Provide fast and easy access to Clients and Caregivers by answering a high volume of inbound calls in 30 seconds or less
What you will bring to Nurse Next Door:
- A minimum of 2-3 years of experience in a Customer Service role
- Strong organizational skills with a proven ability to manage many ongoing tasks
- Team members to be adaptable with their schedules in order to meet changing priorities and ensure we stay on track with our goals.
- Excellent verbal and written communication skills
- A professional and friendly attitude to quickly develop rapport with clients over the phone
Job Types: Full-time, Permanent
Pay: From $24.00 per hour
Expected hours: 40 per week
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care
Application question(s):
- This role is not a standard 9-to-5. It requires significant flexibility, as we provide 24/7 support to our client. Our team is small but close knit and schedules can change weekly to accommodate our 24/7 operation. Can you fully commit to this type of schedule as a core requirement of the job?
- When you have to deliver difficult news or sensitive feedback to a teammate, what is your process for ensuring that the conversation remains productive and professtional ?
- This role is an 'in office' role at our Vancouver office in Kitsilano . Shift times vary as our operation is 24/7. Current business needs are Wednesday-Sunday 1:30pm - 10:00pm. Please confirm you are available these days and times.
Experience:
- Customer service: 3 years (required)
Work Location: In person
