PHC Client Coordinator

Position Overview

The PAS Client Coordinator is responsible for coordinating and overseeing the delivery of Personal Assistance Services (PAS) to clients in accordance with agency policies, Texas Administrative Code (TAC) regulations, Managed Care Organization (MCO) requirements, and Health and Human Services Commission (HHSC) guidelines. This position serves as the primary liaison between clients, attendants, service coordinators, and agency staff to ensure quality care, regulatory compliance, timely service delivery, and customer satisfaction.

The Client Coordinator manages client caseloads, attendant assignments, scheduling, documentation, assessments, service planning, and care coordination while maintaining a high level of professionalism and responsiveness. This role requires strong organizational skills, attention to detail, problem-solving abilities, and a commitment to providing exceptional customer service.

Key Responsibilities

• Respond promptly and professionally to clients, attendants, referral sources, MCO representatives, and agency staff.
• Return all missed calls and voice messages within established company timeframes.
• Review and respond to emails daily and in a timely manner.
• Complete and document all required activities in Medius and other agency systems before the end of each workday.
• Maintain and update assigned client and attendant boards daily.
• Ensure continuity of care and timely resolution of client and attendant concerns.
• Monitor assigned caseloads to ensure compliance with agency, state, and managed care requirements.

Duties and Responsibilities

Client Care Coordination

• Coordinate Personal Assistance Services for assigned clients from admission through discharge.
• Complete and document Start of Care (SOC) assessments, service updates, reassessments, and other required documentation.
• Ensure timely completion and maintenance of Medical Service Authorizations (MeSAVs), Individual Service Plans (ISPs), and all required care documentation.
• Monitor client service delivery and address service gaps immediately.
• Maintain current and accurate client records and service information.
• Ensure all required forms, assessments, and authorizations are completed within required timeframes.
• Conduct follow-up activities to ensure client satisfaction and quality service delivery.

Attendant Coordination and Scheduling

• Coordinate attendant assignments and service schedules.
• Manage schedule changes and arrange substitute attendants when necessary to prevent service interruptions.
• Assist with attendant orientation and coordination of care activities.
• Monitor attendant performance and report concerns to appropriate supervisors.
• Maintain current attendant assignment records and scheduling information.

Documentation & Compliance

• Accurately input, update, and maintain client and attendant information in agency software systems.
• Ensure compliance with agency policies, procedures, TAC regulations, MCO requirements, and HHSC guidelines.
• Maintain organized client records and documentation.
• Complete and document Form 2067s, incident reports, complaints, service changes, and other required documentation.
• Assist with Quality Assurance (QA) reviews, audits, and corrective action activities.
• Ensure documentation meets regulatory and agency standards.
• Stay informed regarding regulatory updates and implement changes as required.

Billing & Administrative Support

• Understand PAS billing requirements and service authorization processes.
• Verify service documentation to support accurate and timely billing.
• Assist with claim-related inquiries and documentation corrections as needed.
• Maintain accurate records supporting billing and reimbursement processes.
• Assist with administrative reporting and data tracking.

Client & Employee Relations

• Receive, investigate, document, and report client complaints, grievances, incidents, and service concerns according to agency policy.
• Serve as a professional resource for clients, attendants, and community partners.
• Maintain positive working relationships with clients, families, attendants, MCO representatives, and agency staff.
• Communicate effectively and professionally in person, by telephone, and through written correspondence.
• Promote client satisfaction and employee engagement through responsive service and effective problem resolution.

Team Collaboration & Leadership Support

• Collaborate with interdisciplinary team members and other departments to ensure quality service delivery.
• Participate in staff meetings, case conferences, problem-solving sessions, and policy review meetings.
• Assist with training and mentoring new staff members as assigned.
• Demonstrate leadership by promoting accountability, professionalism, and compliance within the department.
• Support agency initiatives, special projects, and operational improvements.
• Accept additional assignments and responsibilities as directed by Administration.

Minimum Requirements

• Must be at least eighteen (18) years of age.
• High School Diploma or GED required.
• Minimum of two (2) years of experience in a Personal Assistance Services (PAS) program required.
• Experience with managed care programs, Medicaid services, or home care operations preferred.
• Knowledge of Texas Administrative Code (TAC), Managed Care Organizations (MCOs), and HHSC regulations preferred.
• Basic knowledge of medical terminology required.
• Bilingual English/Spanish preferred with the ability to communicate effectively with clients and attendants.
• No felony or disqualifying misdemeanor convictions as outlined in Chapter 99 (Criminal Convictions Barring Facility Licensure).

Core Competencies

• Strong customer service and client relations skills.
• Excellent verbal and written communication skills.
• Professional telephone etiquette.
• Strong organizational and time-management abilities.
• Ability to manage multiple priorities and deadlines.
• Critical thinking and problem-solving skills.
• Attention to detail and accuracy.
• Ability to work independently and within a team environment.
• Knowledge of PAS regulations, compliance standards, and service delivery requirements.
• Proficiency in computer systems, data entry, and office software applications.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Adaptability and ability to perform effectively in a fast-paced, changing environment.

Work Environment

• Primarily office-based with occasional travel required for client visits, assessments, meetings, training, and community events.
• Frequent communication with clients, attendants, MCO representatives, healthcare providers, and agency personnel.
• Requires prolonged periods of sitting, computer use, and telephone communication.