Client Service Coordinator

The 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