Homecare Client & Staff Call Handling
Budget: $25 – $50 CAD
I’m looking for someone who can become the calm, informed voice on our VoIP line, fielding every call that comes into the agency. Most inquiries from prospective families revolve around our services, cost estimates, and setting up an initial consultation. At the same time our caregiver team phones in for shift changes, client updates, or on-the-spot support with tasks. At the same time, current clients call in with cancellations, new service requests, updates on client health and new task requests.
Because these conversations often involve time-sensitive health and safety decisions, you’ll need genuine care-management know-how: the ability to triage, prioritize, and delegate follow-up actions without hesitation. Clear, compassionate communication is essential—both with callers and with the office staff you’ll be routing information to.
Deliverables each shift
• Answer all incoming VoIP calls within two rings
• Capture caller details and reason for call in our CRM
• Resolve or escalate the request according to agency protocols
• Delegate tasks to the appropriate coordinator or field staff and confirm receipt
• Email a concise end-of-day summary of outstanding items and completed actions
If you’ve handled care coordination or case management before and feel comfortable juggling multiple priorities over the phone, I’d love to hear how you can make our clients and caregivers feel immediately supported.
Because these conversations often involve time-sensitive health and safety decisions, you’ll need genuine care-management know-how: the ability to triage, prioritize, and delegate follow-up actions without hesitation. Clear, compassionate communication is essential—both with callers and with the office staff you’ll be routing information to.
Deliverables each shift
• Answer all incoming VoIP calls within two rings
• Capture caller details and reason for call in our CRM
• Resolve or escalate the request according to agency protocols
• Delegate tasks to the appropriate coordinator or field staff and confirm receipt
• Email a concise end-of-day summary of outstanding items and completed actions
If you’ve handled care coordination or case management before and feel comfortable juggling multiple priorities over the phone, I’d love to hear how you can make our clients and caregivers feel immediately supported.