Client Services Coordinator

This Agency is a growing Las Vegas personal care agency. We are building a team that genuinely cares about the people we serve and the caregivers who serve them. This role is central to that mission.

ABOUT THIS ROLE

The Client Services Coordinator is the primary point of contact between our agency, our clients, their families, and our payer partners. You are the person who makes a client feel seen and cared for from the very first conversation - and the person who makes sure the administrative infrastructure behind that care is airtight.

This role requires genuine warmth with clients and families, strong organizational discipline, and the ability to navigate multiple payer systems simultaneously. You will work alongside our Office Administrator who handles caregiver credentialing and compliance - your lane is the client side of the operation.

RESPONSIBILITIES

Client intake and onboarding - across all payer types

• Manage the full client intake process from initial inquiry to first day of service - for private pay, Clark County HHHA, PD waiver, FE waiver, and Medicaid clients
• Collect and verify all required intake documentation - service agreements, emergency contacts, physician orders, payer authorizations, and prior authorization requests
• Coordinate eligibility verification and authorization with MCOs, Nevada Medicaid, and Clark County Social Services
• Maintain complete and compliant client files - physical and digital - organized and audit-ready at all times
• Ensure every client has a current care plan and that the plan is reviewed and updated on the required schedule

Client relationship management

• Serve as the primary point of contact for clients and their families - responsive, warm, and solutions-oriented
• Conduct intake calls and follow-up conversations with new clients to assess service needs, preferences, and concerns
• Address client concerns promptly and escalate to the Administrator when appropriate
• Conduct regular client satisfaction check-ins to ensure service quality and continuity
• Coordinate with families, physicians, discharge planners, and other healthcare partners as needed

Clark County HHHA coordination

• Serve as the operational liaison for Clark County Social Services - responsive, professional, and on top of every referral and requirement
• Manage the referral-to-placement process within the seven working day contractual window
• Ensure all Clark County documentation requirements are met.
• Own the monthly Clark County billing cycle and submit by the monthly deadline
• Monitor Quality Assurance survey outcomes and flag any unsatisfactory ratings to the Administrator immediately
• Maintain the 24-hour serious occurrence reporting protocol

Multi-payer billing and coordination

• Manage private pay client invoicing - generate weekly invoices, track balances, and follow up on overdue accounts
• Coordinate Medicaid waiver billing - PD waiver and FE waiver - including prior authorizations, service logs, and claims submission
• Liaise with MCO care coordinators to confirm authorizations, report service delivery, and resolve claims issues
• Track all payer authorizations and their renewal dates - no client should ever be served without current authorization
• Support the Administrator where necessary, with budget summary comparison reports and other financial documentation

Scheduling and caregiver coordination

• Coordinate client scheduling with the Office Administrator to ensure appropriate caregiver matching and coverage
• Manage scheduling changes, cancellations, and coverage gaps - communicate proactively with clients and caregivers
• Ensure every shift has a confirmed caregiver with the right qualifications for the specific client
• Flag any scheduling issues that could affect Clark County compliance or client safety to the Administrator immediately

WHAT WE ARE LOOKING FOR

Required

• Minimum 2 years of experience in a home care agency, personal care agency, or closely related healthcare coordination role
• Demonstrated experience managing client intake and coordination across at least one government or Medicaid-funded program
• Strong organizational skills — you build systems, maintain them, and hold yourself accountable to them without being managed through each one
• Clear and compassionate communication with clients, families, and healthcare partners — written and verbal
• Comfortable managing multiple payer types and multiple clients simultaneously without dropping details
• Proficiency in Microsoft Office 365 and experience with healthcare scheduling or management software

Strongly preferred - will be weighted heavily in our selection

• Direct experience working in a Nevada home care or personal care agency - knowledge of Nevada DHHS licensing requirements and Nevada Medicaid waiver programs is a significant advantage
• Experience with Clark County Social Services, Nevada Medicaid PD waiver, FE waiver, or managed care organizations operating in Nevada
• Familiarity with EVV - Electronic Visit Verification - systems and Medicaid billing documentation requirements
• Experience preparing or supporting care plans and in-home service documentation
• Bilingual English and Spanish - genuinely useful in our Las Vegas client and caregiver community

WHAT WE OFFER

Compensation

Commensurate with experience - competitive with the Las Vegas market

Hours

Full-time Monday through Friday

PTO

Per agency PTO policy post probationary period

Paid holidays

15 paid holidays per year after probationary period

Health benefits

Contribution toward health insurance - upon eligibility

Environment

Small growing agency - your contribution is visible and valued

Growth

As the client base grows this role grows - real opportunity for advancement

The one question we want you to answer:

In no more than one paragraph - describe a situation where you had to manage a difficult conversation with a client or family member about their care needs or a change in their service. What was the situation, how did you handle it, and what was the outcome? We are not looking for a perfect story. We are looking for how you show up for people when it is hard.