Operations Coordinator

Honor Technology is dedicated to transforming aging care through technology, tools, and compassionate services. As a leader in aging care innovation, Honor’s portfolio includes Home Instead, Inc., the world’s largest provider of in-home care for older adults, delivering over 50 million hours of personalized care annually.

Join Honor to redefine aging in place with technology, empathy, and operational excellence.

About the Role:

As an Operations Coordinator, you’ll ensure seamless, responsive, and compassionate care delivery by handling real-time staffing coordination, same-day scheduling changes, and urgent communication between clients, families, and Care Pros.

This is a remote role. Available schedules include:

• Four Days: Friday – Monday, 11:30 AM – 10:00 PM Central Time
• Five Days: Sunday – Thursday, 6:00 AM – 2:30 PM Central Time

Note: Attendance during two weeks of full-time training (Monday–Friday, 9:00 AM–5:00 PM Central Time) is required, including active camera engagement.

Why You’ll Love This Role:

You’ll join a purpose-driven team blending empathy with operational excellence, ensuring client safety, Care Pro support, and system efficiency. Gain exposure to national-scale care logistics, advance your operational skills, and contribute to transforming aging. Opportunities to grow into roles like Client Management, Care Pro Relationship Management, Recruiting, and HR.

Key Responsibilities:

• Same-Day Staffing & Coordination: Ensure timely and accurate caregiver scheduling to meet client needs, especially during emergencies.
• Real-Time Communication & Support: Serve as the first point of contact for urgent client/family needs, providing prompt, empathetic updates.
• Task Execution: Handle check-ins, staffing activities, and inbound communications following established workflows.
• Issue Resolution: Address service challenges with urgency and professionalism for clients and Care Pros.
• Documentation & Compliance: Maintain accurate records of client updates, staffing changes, and escalations.
• Communication & Escalation Management: Deliver tailored updates to clients, families, and Care Pros with clarity and empathy.

Requirements:

• 3+ years of experience in customer service or operations in healthcare, staffing, or call center environments.
• Hands-on experience with real-time scheduling, dispatch, or triage.
• Tech fluency, including comfort with CRM, EMR, or workforce management tools.
• Strong written/verbal communication, de-escalation, and empathy skills.
• Reliable attendance and commitment to training/shifts.
• Consistent tenure and accountability in previous roles.

Key Performance Indicators:

• Phone Answer Rate
• Task Acceptance Rate
• Time Available for Tasks
• Time Available for Calls

Leadership Principles:

• Are Mission First: Prioritize mission-aligned decisions.
• Relentlessly Focus on Clients: Client-centric problem-solving.
• Always Push: Set high standards and strive for excellence.