Client Service Coordinator

Job Description

Job DescriptionThe Client Service Coordinator is responsible for supporting clients and their families by coordinating home care services, maintaining communication between caregivers, clients, and ensuring high-quality care delivery. This role acts as a key liaison between clients, caregivers, and internal staff. The Client Service Coordinator reports to the Directors.

PRINCIPAL ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS:

The Client Service Coordinator has accountability for the following functions and tasks:

· Serve as the primary point of contact for client communications

· Manage all aspects of client care needs to include: conducting and scheduling initial assessments in the client’s home to develop a care plan, home safety check, assess client’s schedule needs and level of care required

· Perform client reassessments quarterly or as needed

· Communicate with clients as needs change and referring to community resources for assistance when appropriate

· Document and update clients and caregivers in Clear Care accounts

· Process and track all clients’ leads

· Collect billing and contract paperwork and review for completeness and communicate with clients as needed

· Participate in and coordinate on-call phone coverage issues and resolving any issues

· Schedule caregivers as needed and cover fill-in & emergency shifts as needed

· Participate in the hiring, onboarding, orientation, scheduling, evaluation and retention of caregivers

· Visit client (in place where care will be delivered).

· Develop the Plan of Care in accordance with client needs and wishes; update as warranted.

· Conduct supervisory visits in the home and ensure that services are provided in accordance with the Plan of Care.

· Resolve complaints and incidents, monitor and evaluate client and employee satisfaction

· Maintain positive relationships with clients and referral sources.

· Maintain absolute confidentiality of all information pertaining to employees, clients and clients’ families.

· Maintain a high level of professionalism and demeanor and respond to emergency situations professionally and calmly.

· Practice good time management, problem solving, follow instructions and complete work assignments.

· Demonstrate self-motivation, self-direction, organizational skills, flexibility and the ability to coordinate multiple tasks simultaneously.

· Agree to be on an on-call rotation

· Build and maintain strong relationships with clients, client’s family members and caregivers through frequent communication and addressing concerns promptly.

· Strictly comply with all laws, rules and regulations.

· Provide timely and effective feedback to the management.

· Demonstrate a strong commitment to client service excellence.

· Assist with onboarding new clients and caregivers

QUALIFICATIONS, REQUIRED JOB KNOWLEDGE AND SKILLS:

· High School Diploma or Equivalent

Associate Degree in a health care related field and two years of supervisory experience in homecare preferred

· Clinical professional licenses such as License Practical Nurse (LPN) or Certified nursing Assistant (CNA) preferred

· Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations.

· Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook) applications, scheduling systems and other industry-related software.

· Ability to plan, organize, prioritize, and accurately complete work activities within specific deadlines while appropriately managing interruptions.

· Present a well-groomed image that reflects the professionalism of the business.

· Ability to listen and communicate clearly, fluently, diplomatically – both orally and in writing.

· Previous experience in home care, healthcare, or client services preferred

· Work independently and proactively with minimal direction and/or supervision

· Strong interpersonal and problem-solving skills

· Excellent phone etiquette and customer service skills

· Knowledge of healthcare industry-related software such as WellSky and ClearCare a plus

· Sales or Marketing background a plus

· Basic

· Ability to lawfully work in the U.S.

PHYSICAL/ENVIRONMENTAL DEMANDS:

· Combination of sitting, standing, bending, reaching, stretching, stooping, walking, driving, climbing stairs and moving during working hours.

· Must have valid Mass. Driver’s license and willing to drive from clients to clients

· Must be able to lift at least 50 lbs., if working with clients.

· Must be able to properly operate office equipment.

· Successful completion of background testing, CORI, drug and alcohol testing etc.

Benefits:

· Competitive pay

· Immediate client conversion bonus

· 401K

· Annual Bonus based on performance

· Paid time off

· Earned Sick time

· Family and Medical leave

· Bereavement

· Opportunity for growth

· Supportive management team

Great opportunity for applicants with previous caregiving experience! Salary is commensurate with experience and qualifications.