Weekday Care Operations Coordinator

The Care Operations Coordinator is responsible for managing communication, handling escalations, and ensuring a smooth experience for clients and caregivers throughout the day.

This is a structured, system-supported role that works alongside automation (Phoebe, HelloSells, WellSky). Scheduling, call-outs, and inbound calls are primarily handled by systems.

The role focuses on:
-Managing communication flow
-Resolving exceptions
-Ensuring timely, accurate follow-up
-Escalating issues appropriately

Core Responsibilities

1. Communication Management & Triage

Review and manage all incoming communication from:

HelloSells (call notes, messages, requests)

Clients and caregivers

System alerts (Phoebe)

Maintain a structured communication queue

Categorize all items:

Urgent (requires immediate action)

Same-day priority (handled within defined timeframes)

Non-urgent (handled during scheduled callback blocks)



2. Exception Processing & Escalation Handling

Review and act on exceptions generated by systems, including:

Unfilled shifts after automated attempts

Caregiver call-outs or no-shows

Follow defined workflows to:

Resolve issues when possible

Escalate when appropriate

Escalate the following to leadership:

Client complaints or dissatisfaction

Caregiver conflicts

Complex or sensitive situations

3. Client Communication (High-Value Interactions)

Proactively communicate with clients regarding:

Late caregivers

Call-outs and coverage updates

Service-related concerns

Ensure clients are informed before issues escalate

Maintain a professional, calm, and solution-oriented tone



4. Callback & Follow-Up Management

Return non-urgent calls and messages during structured callback blocks

Follow up on:

Client requests

Caregiver questions

Outstanding issues

Ensure all communication is completed within defined response time standards

Caregiver check ins

5. Daily Operational Oversight

Conduct structured reviews throughout the day:

Morning: Overnight activity and urgent issues

Midday: Communication queue and active items

End of day: Next-day readiness and unresolved issues

Ensure no critical issues are missed

Maintain operational awareness without constant real-time monitoring

6. Proactive Support & Issue Prevention

Identify patterns or recurring issues (e.g., repeated call-outs, communication gaps)

Flag opportunities for improvement to leadership

Perform occasional proactive client check-ins when appropriate

7. System Updates & Documentation

Maintain accurate records in WellSky:

Notes.

Transferring notes over from Phoebe

Client and caregiver updates

Relevant operational details

Ensure documentation is clear, complete, and timely

Work Structure

This is a full-day role operating within a structured workflow, not continuous real-time response.

Work is completed through:

Priority handling (urgent items addressed immediately)

Scheduled callback and follow-up blocks

End-of-day operational review



Qualifications

Experience in home care, scheduling, or operations support preferred

Tech-savvy with the ability to confidently use and manage systems such as Phoebe (AI scheduling), WellSky, and communication platforms

Strong communication and problem-solving skills

Highly organized and detail-oriented

Ability to prioritize and work independently

Calm and professional under pressure