Job Description

IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the “status-quo” and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life.

With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.

IOA’s Support at Home program is seeking a dynamic individual to join our team as a Staffing Manager to work directly with caregivers in partnership with Jewish Family Services of Silicon Valley (JFS SV) and the Holocaust Survivor program.

The role is responsible for the scheduling and oversight of IOA’s Home Care Aides (HCAs), including maintaining and updating scheduling needs with both JFS SV Care Managers and HCAs. Caregiver communication and support is a primary activity in addition to tracking information, updating and maintaining various databases, spreadsheets and other administrative duties ensure quality service delivery. The candidate must possess strong oral and written customer service and communication skills, and willingness to work in a fast-paced environment with the team.

ESSENTIAL JOB FUNCTIONS:

• Provide excellent customer service to internal and external customers receiving IOA’s home care services.
• Organize client cases and schedule the most reliable and appropriately matched Home Care Aides (HCAs) for IOA’s home care clients based on location, time, skills/needs, special requests, etc.
• Update and coordinate client and HCA schedules to reflect cancellations, rescheduling, logging, addition, or modification in the automated scheduling system.
• Monitor, evaluate, and report client information to the appropriate personnel, with timely escalation of all urgent matters and complex cases to the Client Services Manager and/or Director of Home Care and Support Services as needed.
• Investigate all HCA-related complaints and issues along with Client Services Manager, effectively managing any issues or concerns in a professional and timely manner from coaching opportunities, disciplinary action and termination.
• Provide paid on-call services after hours, on weekends, and on holidays to support staff and clients in meeting clients’ service needs in an appropriate time frame. An appropriate time frame has been defined as returning all calls within 15 minutes of initial contact. See On Call Policy attached.
• Assist in recruiting and screening Home Care Aides who possess strong qualifications and desirable availability.
• Assist with compliancy standards for HCA’s are up to date as related to: Acquiring and maintaining current CDL and insurance documentation, annual completion of blood borne pathogen video, annual TB test, and current licensure as needed for CNA or HHA’s.
• Participate in the orientation process of Home Care Aides as needed.
• Participate in the payroll process weekly, as it relates to scheduling issues, including verification of HCA shifts, to ensure timely and accurate payroll and billing.
• Reconcile all payroll and billing issues with accounting to ensure accuracy and positive customer service experience for clients and HCA’s.
• Participate in interdisciplinary team meetings as requested.
• Maintain client and HCA confidentiality and privacy at all times.
• IOA staff is on-call during all hours as designated based on the On Call Schedule shared between CSM and Staffing Manager when the offices are closed, including nights, weekends, and holidays. Staff members must record all on-call shifts worked on their bi-weekly time sheets. The on-call week begins every Monday morning. The base wage is always paid, regardless of time spent working after hours. Please see attached Home Care on Call Policy.
• Other job-related duties as assigned.

SKILLS & QUALIFICATIONS:

• At least one year of private duty home care coordination experience preferred.
• A Bachelor’s degree in Social Work or related field is preferred. One year of Staffing Experience preferred.
• Medical administrative staffing experience will be considered
• At least one year of demonstrated success in a service organization, having met or exceeded specific objectives for productivity or other performance measures.
• Ability to track a large quantity of information about IOA’s HCAs and to utilize it during scheduling and discussions with the Client Services Manager(s) and other support staff.
• Ability to work and thrive in a fast-paced, high-pressure environment (both independently and as part of a team).
• Ability to effectively organize and prioritize tasks.
• Excellent oral and written communication skills.
• Excellent multi-tasking skills.
• Excellent analytical and decision-making skills.
• Flexible and able to handle constantly changing priorities.
• Strong computer skills and fluency in Microsoft Word, Excel, Outlook, and other software systems. Database or CRM experience a plus.
• Reliable regular transportation

COMPENSATION:

• Range: $78,000 - $86,000

• This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.
• This range does not include any additional equity, benefits, or other non-monetary compensation which may be included

This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.