Bilingual Client Services Coordinator

CHCA is seeking an experienced Bilingual Client Services Coordinator, with exceptional customer service skills, energetic, compassionate, and able to work in high pressure environments.  As a Client Services Coordinator, your position will include but is not limited to:  Customer Service * Answers and responds to all incoming calls from clients, client’s family members, HCWs and or health plan in a professional manner * Communicates with health plans in a timely manner * Responds to messages received through the agency’s ticketing system in a timely manner * Provides ongoing support to the Home Care Workers using a Coaching approach to communication  Client Services Coordination * Proactively manages caseload and provides support to team members with case coverage * Responsible for scheduling Home Care Workers (HCWs) to clients to provide the highest quality service to clients * Works diligently to match HCW with client to establish a strong connection between worker and client * Act as a liaison between clients and scheduled HCW to communicate changes and needs on a timely basis * Communicates with clients and their families regarding appointment scheduling, appointment changes, aide no shows and/or cancellations * Arranges for case coverage for permanent schedules, emergency replacements, weekends, holidays, leave of absences, and vacation periods * Provides HCWs with an orientation to the client’s needs during case assignment * Responds to new patient intake inquiries from the Business Development Department in a timely manner * Participates in the agency’s weekend staffing and on-call rotating schedule * Communicates any observations of changes in patient’s clinical status received to the appropriate department * Communicates any reports of Emergency Department visits/hospital admissions to the appropriate department  Workforce Management * Responds to communication received from the Compliance Department regarding HCWs who have not fulfilled their compliance requirements * Informs the Human Resources Department of any HCW reporting a work-related injury * Informs the Human Resources Department when HCWs have been out of work sick for more than 7 days * Reviews the Overtime Report and proactively attempts to reduce HCW Overtime * Approves HCW vacation requests * Orients HCWs assigned to work on “Sleep-in Cases” to the agency’s documentation requirements for these cases * Responds to all reports received by Client Services Leadership Team that are used to manage the workforce.  Knowledge, Skills, and Abilities * Strong interpersonal and communication skills * Seek and accept supervision and guidance; comfortable asking questions * Proactively reports outcomes and issues to manager * Accepting of feedback * Self-starter, motivated, creative problem solver and takes initiative * Strong team player * Organize, prioritize work, and meet deadlines * Able to deal with difficult or sensitive situations in person or on the phone * Excellent customer service having empathy and patience in working for older adults and people with disabilities * Able to multitask and work in an extremely fast paced environment  Minimum Qualifications * Two years of experience in the Health Care field and/or Social Services * Bilingual (English/Spanish) preferred * Strong command of Microsoft Office Suite * Flexibility in work hours/schedule  About CHCA Cooperative Home Care Associates (CHCA) established in 1985, is a home health care services agency licensed by the New York State Department of Health, to provide paraprofessional services for elders and individuals living with physical disabilities in New York City. More than 1,700 home care workers are currently employed by CHCA, 98 percent of whom are Latina or African American women. As the largest worker-owned cooperative in the US, CHCA offers all employees the opportunity to purchase an equal ownership stake in the business. Today CHCA is one of the largest private-sector employers in the South Bronx and one of the largest women-and-minority-owned businesses in New York City. Our Benefits CHCA offers an attractive compensation package which includes, medical, dental, vision and company paid life insurance, paid time off, flexible spending accounts, commuter benefits program, long term disability, and 401K benefits as well as an excellent working environment. At CHCA, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Salary : $42,000 - $47,000