24/7 Coastal Contact has grown explosively. We now provide services in over 24 states with a 95% retention of service rate. Our goal and intention is to relieve your office staff from the high-stress encumbrance of providing “On-Call” customer service 24 hours a day, 365 days a year. By providing high-quality after-hours customer service, we will reduce the burn-out rate of your office employees—increasing their performance and retention. We will operate as an extension of your office staff. We designate specific team members that manage your after-hours needs: you always know who you can depend upon when you work with 24/7 Coastal Contact.
Our role is to manage incoming after-hours calls and accurately schedule replacement caregiver shifts for clients by utilizing the most suitable caregivers for each job. Additionally, we monitor missed clock-ins on your agency’s schedule, thereby ensuring all shifts are covered. Our goal is to provide the essential functions of private duty Home Care agency when and where they are needed. We take pride in our ability to handle a fast-paced environment, adapt to the changing needs of clients and caregivers.
24/7 Coastal Contact was founded to specifically solve the problem that Home Care providers are experiencing when trying to support their business after-hours or even answering phones during the day. Scheduling cancellations or conflicts, or change in client needs, and doctor orders can all lead to interruptions and a decreased quality of care.
We decided instead of building a traditional call center where random support specialists answer the phones, we form a dedicated client team to seamlessly integrate into our customers office management team. Our team learns all about your teams needs, scheduling trends and availability so we can provide high-quality, reliable, burden-free day-time and after-hours customer service. We manage incoming calls, schedule shifts, monitor clock-ins, and much more.
We assign each agency to a team to ensure consistency with the Account Associate and their schedule. This allows the assigned Account Associates to establish a working relationship based upon trust with your office staff, your clients, and your caregivers.
Each team has an Account Manager that will monitor and provide quality assurance by analyzing productivity and assessing customer service skills over the team. The Account Manager is always available to the agency owners or point-of-contact to resolve any issues or concerns. They can research and review documentation and call recordings to provide to the Agency upon request.
Additionally, Account Managers holds weekly and monthly calls with the agency to keep lines of communication open between 24/7 Coastal Contact and our clients. We have developed detailed procedural guidelines to ensure the highest level of consistent customer service. At the time of onboarding your agency we work with you to create specific guidelines and processes that incorporate with our team.
All Account Associates are State Side, when hiring Account Associates for 24/7 Coastal Contact we look for candidates who are enthusiastic, passionate, and sensitive to the Home Care industry. Our Account Associates truly have a heart for the clients and their families while working to fill their needs.
Each new Account Associate undergoes a 3-week training process. First, they are trained in the home care process to ensure they understand the needs of your care-providers. Next, they must become HIPPA compliant. After this they are trained to utilize the 24/7 Coastal Contact software and phone platform. Finally, they may engage in customer service while under supervision.
We are your solution for after hours on-call services. We offer fast set-up and affordable plans. Find out more by contacting us today. Round the clock support for your business Specializing In Home Care industry!
Our role is to manage incoming after-hours calls and accurately schedule replacement caregiver shifts for clients by utilizing the most suitable caregivers for each job. Additionally, we monitor missed clock-ins on your agency’s schedule, thereby ensuring all shifts are covered.
Our goal is to provide the essential functions of private duty Home Care agency when and where they are needed. We take pride in our ability to handle a fast-paced environment, adapt to the changing needs of clients and caregivers and most importantly: the ability to problem-solve and be of service to others.
Below are some examples of the specific services that we provide: