Welcome to our new blog series of Spotlight Interviews, where we share a behind-the-scenes look at Collier Home Care from the perspective of our administrative team and caregivers. For our first installment in this series, we interviewed our Scheduling Coordinator Lead, Andy. We will regularly be featuring a new interview. Read on to learn about Andy and how his role is integral to the operations of Collier Home Care.
WHAT CAN YOU SHARE ABOUT YOUR POSITION FROM A DAY-TO-DAY PERSPECTIVE AT CHC, INCLUDING WHAT YOUR TASKS ARE– AND HOW THEY IMPACT THE OVERALL OPERATIONS OF CHC?
My day-to-day activities are unique in that no two days are ever the same; this is something that I enjoy a lot. However, there are many tasks that are important to my role every single day. One of my favorite responsibilities is pairing caregivers with clients. I’m kind of like a matchmaker– ensuring that the client/caregiver match is a good fit by looking at their intake form: condition that the client is in, their preferences, and the hours they require care. Ensuring the client is staffed with the correct team reduces potential issues in cases and increases the overall success of the client/caregiver relationship.
Keeping clients happy is very important to us at Collier Home Care. This includes making sure that there are no complaints from our clients and getting feedback to ensure we are meeting the needs of the client to obtain satisfaction, which is a top priority. Also, I follow up with the clients to ensure that the caregivers are doing a great job and to make sure everything is flowing the way it should. Making our clients happy is the foundation of everything we do, and it is also better for the business.
We are proud of the strong relationships between our caregivers and our clients. We strive to maintain continuity of care, as the caregiver/client bonds can become very strong. It is my job to make sure that I’m scheduling the team correctly and if there are call-outs it is important for me to find another good fit. It is important for me to know both our caregivers and our clients well to do this successfully.
HOW DID YOU HAPPEN TO JOIN THE STAFF OF COLLIER HOME CARE?
My cousin is a caregiver, and he encouraged me to apply for this position because he enjoyed working with Collier Home Care so much. I was new to the healthcare field, but this was an excellent opportunity, so I was excited to apply– and to join the team! I actually was already working in a role doing scheduling and setting appointments– so I knew I had the skills to be successful here in addition to knowing I’d be making a difference in peoples’ lives. My past experience also reduced the learning curve of navigating the software for scheduling.
CAN YOU PLEASE TELL ME ABOUT YOUR BACKGROUND & EDUCATION?
I was born and raised in Naples, Florida. I’ve lived here my whole life, outside of my time when I attended Webber International University to obtain my Bachelors Degree in Business Administration.
HOW DID YOUR STUDIES AT WEBBER INTERNATIONAL UNIVERSITY PREPARE YOU FOR YOUR POSITION AT CHC?
My education at a top business school prepared me very well for this position in a number of ways. Some of these attributes include:
- Being organized
- Being a reliable hard worker you can count on
- Being a leader
- Having business acumen
- Understanding how to make a positive impact
- Always learning
- Being open-minded
HOW ARE YOU A PART OF YOUR COMMUNITY OUTSIDE OF YOUR ROLE AT CHC?
I am actually the head soccer coach at Golden Gate High School, which is where I went to high school! When I moved back after graduating from college, the head coach was looking for an Assistant Coach. I was more than happy to help– and when the head coach retired I became the head coach in 2015/2016 and have been ever since. We’ve won the district championship (in our class) in Collier County for the past 3 years! That is both exciting and fulfilling.
Growing up, soccer was always an important part of my life. I was able to attend Webber University on a soccer scholarship where I played on their team! Being involved in my community as a coach is now an important part of my life. It feels like everything has come full-circle. I am able to give back in a way that provides so much opportunity for me to make an impact on my players’ lives in a positive way– both on and off the field.
I enjoy being a part of these young adults’ lives by being a positive role model and lending an ear when they need a “pep talk”, or even when they ask for advice. I lead by example and my door is always open to them when they face difficulties. It brings me so much joy to watch them grow up and, in turn, become positive members of the community and succeed!
WHAT ATTRIBUTES DO YOU LOOK FOR WHEN FINDING A GREAT FIT FOR CHC— AND ALSO FOR— A CLIENT?
Overall demeanor is key. I cannot stress how important it is for our caregivers to have both exceptional people skills and the ability to provide a level of care that is to the CHC standard. For example, we look for caregivers who have a track record of going above and beyond.
At the end of the day, the client needs to feel comfortable, happy, and like they are getting the best care possible. At CHC, we are extremely detail-oriented. A great fit for a client goes beyond the level of care they require. When someone is in a client’s home, that client has to feel comfortable, respected and heard. A few examples I can provide are: how a client takes their coffee, the card games they like to play, and topics they like to discuss. We want that caregiver/client fit to be reflective of both the care– and the details. We provide a seamless experience. It is absolutely important to pay attention to detail, and it is something I am constantly thinking about.
IT IS ESPECIALLY CHALLENGING FOR HOME CARE AGENCIES AND NURSE REGISTRIES TO LOCATE SUFFICIENT CAREGIVERS TO MEET THE NEEDS OF SENIORS. WHAT ADVICE MIGHT YOU GIVE TO POTENTIAL CAREGIVERS ON THE REWARDS AND CHALLENGES OF WORKING WITH OUR SENIOR POPULATION?
First and foremost, it is extremely rewarding to work with the Senior population. There is so much value in the opportunity to form bonds with clients, getting to know them and hearing their life stories. You (the caregivers) are making an impact in that client’s life by being compassionate and caring. At Collier Home Care, we offer competitive rates and flexible hours to our caregivers. This can be a major benefit to those who have an excellent track record of being a compassionate, excellent caregiver that wants to be in the driver’s seat when it comes to their career.
One challenge I can think of is that you’re building a bond, and it can be difficult to see their health decline— but it is such a rewarding segment of our population to work with that it balances out.
HAS YOUR ROLE IN CHC AFFECTED IN ANY WAY HOW YOU PERCEIVE SENIORS IN OUR SOCIETY?
I am a very family-oriented person. I live and breathe the motto of “treat others how you want to be treated”— being loving and compassionate can make a lasting impact. Having good manners and being polite is so important— especially knowing the struggles that our senior population faces. Some seniors do not have family nearby or that are able to support their needs— but that is what we are here for. We take a lot of pride in that at Collier Home Care.
WHAT IS THE MOST ENJOYABLE PART OF YOUR ROLE AS SCHEDULING COORDINATOR? WHAT DO YOU PARTICULARLY LIKE ABOUT YOUR WORK AT CHC? WHAT DO YOU FIND TO BE ESPECIALLY CHALLENGING?
The people are the most enjoyable part, by far! Working with both the clients and caregivers is rewarding. It can be challenging to find good caregivers that are dependable, reliable– and most importantly– are compassionate and caring.
I do enjoy that every day is different. It is heartbreaking when clients pass away. It is challenging when caregivers get sick, and as a result, I have to make changes in scheduling. I do enjoy the problem solving and dynamic nature of the role– from the problem solving to scheduling to paperwork.
At the end of the day, it is my job to be sure we are providing the client with what they need, when they need it, and in a way that exceeds their expectations. I take a lot of pride in that.
WHAT WOULD YOU SAY SETS CHC APART FROM COMPETITORS? HOW DO YOU CONTRIBUTE TO THESE VALUE PROPOSITIONS?
Making sure we have registered good caregivers who provide the best quality of care and that match the needs of clients is important to us. Our team is very “on top of things”. The bar for level of service is very high– and is never something we are willing to compromise.
WHAT WOULD YOU LIKE CURRENT (AND PROSPECTIVE) CLIENTS TO KNOW ABOUT THE BEHIND-THE-SCENES NATURE OF YOUR ROLE? THIS CAN ALSO INCLUDE CHC AS A WHOLE— INCLUDING THE ADMINISTRATIVE TEAM.
I hope I do not sound like a broken record, but it is worth repeating that I really want current (and prospective) clients to know how much care, detail and consideration goes into providing the very best care. Our team is phenomenal. Every single person shows up each day with a shared goal of providing the highest level of service. The job is not always easy, but it is absolutely worth it. We all love what we do. We know how important our work is, and it is reflected in the happiness and contentment our clients express in their feedback.
When searching for senior care in your area, be sure to consider all of the options available to you and your loved one. Whether you need companion care, personal care, or nursing care, working with a home care agency like Collier Home Care can provide the support and assistance your loved one needs to live safely, securely, and independently in their own home. Contact us today to learn more!