Care Support Associate I

Job Description

Description:

A First Name Basis (AFNB) is one of the fastest-growing in-home care providers with 40+ offices across four states. We’re reimagining what it means to serve seniors and individuals with disabilities—by building strong caregiver careers, implementing smart clinical and scheduling systems, and ensuring compliance and care quality are never compromised.

We are seeking a dedicated and compassionate Care Manager to join our team. The ideal candidate will play a crucial role in providing support and guidance to individuals facing various challenges, including addiction, mental health issues, and family dynamics.

Position Summary:

The Staffing Coordinator is responsible for ensuring smooth, accurate, and timely scheduling operations while delivering excellent customer service to clients and Caregivers. This role supports Care Managers, coordinates high-volume communication, assists with recruitment and training activities, and plays a key part in maintaining service quality and operational efficiency.

Key Responsibilities:

• Scheduling & Shift Management: Maintain and optimize daily schedules to ensure client shifts are filled promptly; monitor caregiver availability, client needs, and schedule changes; anticipate and communicate potential scheduling issues to leadership.
• Client & Caregiver Support: Provide compassionate and professional phone support; address routine concerns and escalate issues appropriately; collaborate with Care Managers to ensure service quality and timely resolution of needs.
• Communication & Call Handling: Manage high-volume inbound calls with professionalism; respond promptly to inquiries and referrals; maintain clear and consistent communication with caregivers, clients, and internal teams.
• Quality & Performance: Accurately document call activity and scheduling updates; support team performance goals such as missed call percentages and documentation accuracy; relay client and caregiver feedback to designated team members.
• Operational Excellence: Follow staffing policies, procedures, and service standards; uphold and model the company’s Core Values; support office initiatives that contribute to growth and service excellence.
• Continuous Improvement: Assist in identifying scheduling, communication, or operational challenges; offer suggested solutions; contribute to a positive team culture by demonstrating professionalism, empathy, and positivity in all interactions.

Benefits:

• Competitive pay
• Medical, dental, vision benefits
• 401(k) with employer match
• PTO
• Sick time
• Paid company holidays
• Monthly performance bonuses

Qualifications, Skills, Experience:

• 1–3 years of experience in a call center, scheduling, dispatch, or administrative support role.
• Proficiency with scheduling software, CRM systems, or call center applications.
• Strong computer literacy (Microsoft 365, Teams, Outlook, Excel).
• Ability to multitask across multiple communication channels (phone, chat, email).
• Accurate data entry with strong attention to detail.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to stay calm under pressure and handle a high call volume.
• Organized, proactive, and able to prioritize tasks in a fast-paced environment.
• Strong teamwork and collaboration skills.