Position Overview:
The On Call Representative will be responsible for managing the delivery of in-home care to a group of catastrophically ill or injured clients across the state of Michigan. On Call representatives manage a large team of healthcare professionals (such as Nurses, Aids, etc.). The On Call Representative coordinate the logistics of care in conjunction with the Client Service Managers, negotiates pay rates, and works collaboratively with their team and clients through high-pressure situations.
Shift Times: 24 hr shift; 5:00 pm to 5:00 pm Friday and/or Saturday
On Call Representative Essential Functions:
The ideal candidate must be able to perform the following essential job functions with or without reasonable accommodations.
- Complete in office training with Operations/CSMs
- Take all calls after hours during shift, or returning missed calls within 10 minutes
- Document detailed notes in real-time and sending out completed report by 10am the next day
- Communicate effectively with clients, staff members, CSMs and ODs
- Think critically and maintain a calm, professional composure during high stress situations
- Fill shifts while being cognizant of margins and utilization
- Avoid high pay rates and overtime
- Assist staff with tablet issues and submit tickets to IT if necessary
- Schedule or update shifts in EMR
- Provide creative solutions that align with our mission statement
Qualifications:
- Bachelor’s degrees or equivalent experience.
- Experience in a high pressure, customer facing role.
- Proven track record in building positive relationship with clients.
- Collaborative personality and able to build strong personal relationship.
- Highly organized with attention to detail and a dedication to resolving issues.
- Calm and effective under pressure. Able to remain professional in high stress situations.
- Able to plan, execute and manage high volumes of work.
- Critical thinking skills related to time sensitive issues.
- Ability to effectively and professionally communicate with internal and external clients.
- Requires strong analysis, judgment, negotiation, and problem-solving skills.
- Flexible attitude in accepting unique and non-standard solutions.
- Able to train and/or mentor others
All applicants receive consideration of employment without regard to race, color, creed, religion, age, sex, national origin, ancestry, disability, veteran status, size, height, weight, marital status, family status, gender identity or expression, affectional or sexual orientation, genetic information, or any other legally protected status.
