Position Summary: The On-Call Team Leader is integral in supporting consumers in the Home Care Department and is responsible for receiving, responding to, and resolving consumer-related calls directed to the department’s on-call system during normal business hours. As Team Leader, they will embody a high level of professionalism and excellent customer service, serving as the primary point of contact for consumers waiting to be assigned to an ongoing case manager and ensuring their needs are met and followed up on promptly. This may include advocacy, referrals, and/or service coordination. As such, they will be an excellent communicator who must develop a strong rapport with internal and external stakeholders and providers. As Team Leader, they will provide staff guidance and coaching and shall participate in the new hire preceptor program to provide training and mentorship support. In addition, the On Call Team Leader provides feedback, guidance, and support to existing departmental staff when needed. This may include communicating expectations, instructions, and needed follow-ups to assigned Case Managers on items that arise during on-call. As Team Leader, they will identify and communicate opportunities for improvements and larger departmental needs by providing ongoing feedback to department leadership on the on-call experience. To inform such feedback, this position will monitor call volume and caller needs via a tracking/dashboard system. Similarly, they will play an integral role in escalating issues to departmental leadership. This may include consumer complaints, operational and service delivery challenges, and/or performance issues that adversely impact on-call.
Job Responsibilities and Performance Standards:
- Receives, responds to, documents, and manages all incoming calls transferred to the department’s on-call phone system from consumers and those connected with their care.
- Gathers critical information provided by callers and asks appropriate questions to fill in the gaps when necessary.
- Possesses strong critical thinking and creative problem-solving skills to help identify and resolve issues and/or unmet needs and those that need to be escalated to homecare leadership.
- Serves as a mentor and provides guidance to new and existing departmental staff, primarily focusing on providing coaching, support, and training to staff when needed.
- Provides ongoing feedback to departmental leadership on the call experience to inform larger departmental operations, clinical, and training needs.
- Provides telephonic case management to oversee and monitor services and care coordination for consumers in the State Home Care, SCO, and OneCare Programs. Make referrals to appropriate programs and community resources as needed according to program-specific guidelines.
- Provides excellent customer service by responding politely, knowledgeably, compassionately, and confidently to all calls.
- Helps to develop, implement, and manage a tracking system to monitor the number, nature, and type of calls received and other variables. Shares this data with departmental leadership.
- Maintains confidential records and documentation in accordance with EOEA, SCO, OneCare, and agency standards for case management services and billing. Follows HIPAA guidelines and other state and Agency confidentiality requirements.
- Provide coverage for others as needed in the Home Care Department.
- Perform other duties as assigned.
Professional Standards and Conduct:
- Collaborative and Responsive: Regularly communicates, follows up, and uses a team-driven approach; can work autonomously and as part of a team. Responds thoughtfully and promptly to agency and consumer needs, requests, and inquiries; identifies and builds partnerships with key stakeholders. Demonstrates excellent people skills and strong mentoring and staff development potential. Has excellent organizational and time management skills to meet various deadlines, ensuring closed-loop communication, multi-tasking, and flexibility to adapt and adjust workload assignments based on various needs and fluctuating call volume.
- Communication: Strong written and verbal communication skills, focusing on clear and concise communications with internal and external stakeholders, providers, and departmental staff. Comfortable with boundary setting, de-escalation, and clarifying roles and expectations to vendors, providers, and callers in a respectful and courteous manner. Comfortable with providing directives and requesting follow-ups from other Home Care department Case Managers and doing so in a respectful manner. Communicates issues impacting on-call with departmental leadership in a proactive and solutions-focused manner.
- Analytical: Strong attention to detail. Able to apply critical thinking, coordination, and problem-solving skills to effectively communicate feedback, needed action items, and follow-ups to support departmental staff, consumers, and directives from the agency, EOEA, SCO, and/or OneCare programs.
- Attendance and Punctuality: Dependable, punctual, showing flexibility when needed. Attends meetings as needed and is fully present and participates during those meetings.
- Commitment: Embodies SCES’s core values and shows great integrity, accountability, and professionalism in all interactions. Aids in furthering SCES’s mission and commitment to an inclusive environment.
- Bachelor’s Degree or equivalent home care experience.
- Aging Services Access Point (ASAP) experience required. Experience working in Home Care, SCO, and/or OneCare is strongly preferred.
- Demonstrated customer service experience and required communication, organizational, and time management skills.
- Experience with SIMS is required. Must be knowledgeable and comfortable using Microsoft 365 platforms.
- Must be able to work Monday through Friday from 9 AM-5 PM and be accessible by phone and email during normal business hours.
- Meets both CORI/SORI and public health screening requirements.
- Physical surroundings are comfortable with minimal exposure to injury or hazards.
- Must be able to travel to the SCES office and also receive and respond to calls promptly if working remotely.
- Occasional stress due to periodic or cyclical workload pressures and deadlines. Some interruptions involved.
- Frequently sits throughout the day.
- May lift, pull, and carry up to 20 lbs.
- Periodic eye strain and light ear strain.