Operations Coordinator

About Honor Technology

Honor Technology aims to revolutionize elder care by providing innovative technology, tools, and services enabling older adults to live independently. Its portfolio includes Home Instead, Inc., a worldwide leader in in-home elder care with over 100,000 Care Pros delivering more than 50 million hours of personalized care yearly.

Honor and Home Instead together are committed to creating superior aging-in-place solutions, combining technology, empathy, and a dedication to client autonomy.

Role Overview

The Operations Coordinator is a key frontline position responsible for ensuring smooth, timely, and compassionate care management even under pressure. Responsibilities include real-time staffing coordination, same-day schedule changes, and urgent communication between clients, families, and Care Professionals.

This position is fully remote with available work shifts of Tuesday through Saturday from 2:30 PM to 11:00 PM Central Time or Sunday through Thursday from 1:30 PM to 10:00 PM Central Time. Required attendance for two weeks of full-time training Monday through Friday, 9:00 AM to 5:00 PM Central Time, is mandatory, including active engagement on camera during all sessions.

Key Responsibilities

• Coordinate same-day staffing to meet client needs and preferences, adapt to emergencies promptly.
• Serve as primary contact for urgent client and family issues, providing timely, clear updates with empathy.
• Carry out operational activities such as check-ins, staffing management, and inbound communications adhering to policies and workflows.
• Resolve service delivery problems swiftly and professionally to maintain high client and Care Pro satisfaction.
• Maintain precise documentation of client updates, staffing modifications, and escalations in compliance with company and regulatory standards.
• Manage communications and escalations effectively, tailoring information delivery by audience and communication preferences.

Candidate Requirements

• Minimum of three years experience in customer service or operational roles within healthcare, staffing, or call center settings.
• Proven ability handling real-time scheduling, dispatch operations, or triage responsibilities.
• Proficient with multiple technological platforms such as CRM, EMR, or workforce management tools.
• Exceptional verbal and written communication abilities, skilled in de-escalation and empathetic engagement.
• Dependable attendance and dedication to participating fully in training and scheduled shifts.
• Demonstrated accountability and consistent tenure in previous roles, showing strong ownership and follow-through.

Key Performance Indicators

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

Leadership Principles

• Mission First: Prioritize activities that advance the company’s mission.
• Client Focus: Center work around client needs and create solutions improving care outcomes.
• Continuous Improvement: Set high standards, pursue excellence, and strive for exceptional service.

Compensation and Benefits

The hourly pay for this role is $21.60. Honor offers a comprehensive rewards package including equity options, a 401k plan with up to 4% employer match, and medical, dental, and vision insurance plans (zero-cost options available). Additional benefits include employer-paid short and long-term disability, life insurance with voluntary additional coverage, generous paid time off, mental health resources, wellness programs, and employee discounts.

Equal Opportunity Employer

Honor Technology is committed to equal employment opportunities, ensuring candidates are considered without discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or political beliefs.