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Home Instead is a franchise-based network that is committed to providing dependable, compassionate elderly care services such as personal care, Alzheimer's & Dementia care, companionship and home help.

Are you a Customer Service professional in the hospitality, restaurant or retail industry who is looking for a career change? Do you want to work in a position that will provide significant fulfillment? Would you like to join an energetic team who is committed to collectively enhancing the lives of seniors in our community? Home Instead is currently hiring for a Key Player Assistant. The schedule for this position is 8:30am-5:00pm (Sunday-Thursday) and is based out of our Etobicoke office.

The Key Player Assistant is expected to perform a variety of clerical and administrative duties that support Key Players. The Key Player Assistant is responsible for answering phones, completing administrative duties and supporting staff members in order to provide the highest quality of service to CAREGivers and clients.

As the Key Player Assistant you will:

  • Assist the Service Coordinator department with managing the client/CAREGiver schedule portfolio by maintaining accurate client and CAREGiver records in ClearCare
  • Monitor, mediate, and log both client and CAREGiver activity and follow up on CAREGiver assignments and client service in ClearCare
  • Answer each incoming call in a friendly, professional and knowledgeable manner
  • Assist with managing time and attendance by following up on system alerts, inputting hours, and supporting CAREGivers with problem resolution
  • Assist with resolving issues/questions/concerns with CAREGivers and Key Players around discrepancies with hours and scheduling
  • Monitor CAREGiver clock in/outs by educating employees and overcoming challenges to allow them to use the telephony system. At times, this could mean conducting a site visit where there are challenges that cannot be solved over the phone.
  • Manage the payroll sheet for CAREGivers required to sign off on their shift to be paid when they have not used the telephony system correctly. Review with General Manager prior to each billing.
  • Assist with phone interviews, booking face to face interviews, preparation work for orientation and reference checks to support the Recruitment and Engagement Coordinator as needed.
  • Assist the Registered Nurses, and other members of the team, to upload business critical documents to ClearCare such as a Medical Administrative Report (MAR), CAREGiver medication return demonstration form, CAREGiver criminal background checks, CAREGiver training, and more.
  • Participate in the execution of our CAREGiver retention program including providing support with the planning of quarterly CAREGiver meetings and actively obtaining RSVP's to a meeting day/time.
  • Manage inventory of office supplies and place orders to replenish items when required
  • Ensure proper resources and tools are readily available for all members of the team, such as Welcome Packages, PPE packages, etc.
  • Manage Service Excellence processes to completion such as any type of CG greeting cards (anniversary, sympathy, birthday cards) or client birthday cards/balloons, obituary and online mementos for CAREGivers
  • Provide assistance to all members of the team as needed and as instructed by the General Manager
  • Once training is completed, participate in on-call schedule as required
  • Other duties as assigned by management

Job Requirements:

  • Provides top notch customer service to internal and external customers
  • Thrives in a fast-paced environment and is an expert in multitasking
  • Highly organized with special attention to detail
  • Demonstrate common sense in decision making while anticipating the consequences of decisions.
  • Discern when there is a need for quick decisions or more thorough assessments
  • Ability to work independently and meet deadlines
  • Ability maintain confidentiality of information
  • Basic to intermediate level of experience with Microsoft Office applications

What We Offer:

  • Competitive salary and incentive program
  • In depth training and development programs to help you succeed in your career
  • Group benefits program and RRSP match
  • Great company culture
  • The opportunity to have a positive social impact in the community

Home Instead requires proof of full vaccination against COVID-19 from all employees, with the exception of those who require accommodation under applicable human rights legislation.

Home Instead welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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