Client Care Coordinator Manager

Client Care Coordinator ManagerDepartment: Client Care Services / Operations
Reports To: Chief Operating Officer (COO) and Chief Executive Officer (CEO)
Position Type: Management
Caseload Requirement: 25 Clients
On-Call Responsibilities: Monday–Friday, 5:00 PM–9:00 AM, and 24-hour weekend coveragePosition SummaryThe Client Care Coordinator Manager is responsible for overseeing the daily operations of the Client Care Coordination Department, ensuring that all clients receive consistent, high-quality care and that agency services are delivered efficiently.This position provides leadership, supervision, and accountability to Client Care Coordinators while collaborating with Human Resources, Recruitment, Field Workers, and administrative staff to ensure appropriate staffing, client satisfaction, regulatory compliance, and operational efficiency.The Client Care Coordinator Manager is also responsible for maintaining an assigned caseload of 25 clients, overseeing new referrals, managing schedules in Sandata, monitoring client authorizations, conducting weekly audits, and reporting departmental performance to the COO and CEO.Key Responsibilities1. Client Care Coordination and Caseload Management

• Maintain an active caseload of 25 clients while overseeing the overall performance of the Client Care Coordination Department.
• Ensure that all clients receive services according to their approved care plans and authorized service hours.
• Monitor client satisfaction, caregiver performance, service interruptions, and changes in client needs.
• Ensure that Client Care Coordinators conduct required client follow-ups, including next-day, 10-day, and 30-day follow-ups for new clients.
• Address escalated client concerns, complaints, staffing issues, and service-related problems promptly.
• Ensure that Client Care Coordinators maintain accurate and updated client records.

2. Sandata Scheduling and Oversight

• Complete and maintain accurate client and caregiver schedules in Sandata.
• Ensure that all assigned shifts are properly staffed and accurately reflected in the system.
• Monitor scheduling changes, missed visits, caregiver call-outs, and uncovered shifts.
• Ensure that schedules comply with approved service authorizations.
• Review scheduling discrepancies and coordinate corrections with the appropriate departments.
• Work closely with Client Care Coordinators to ensure that all client schedules are completed in a timely manner.
• Monitor staffing coverage and ensure that no client is left without services without appropriate escalation and communication.

3. New Referral Management

• Oversee all new client referrals received by the agency.
• Maintain an organized and updated New Referral Tracking Report.
• Assign new referrals to Client Care Coordinators based on caseload, availability, and operational needs.
• Ensure that every new referral is contacted promptly and that the intake process is initiated.
• Monitor the status of each referral from initial receipt through client admission and start of services.
• Follow up with Client Care Coordinators regarding pending referrals, staffing challenges, and anticipated start dates.
• Track referrals that are pending, accepted, started, declined, or canceled.
• Identify barriers preventing new referrals from starting services and develop solutions to improve conversion rates.

4. Prior Authorization (PA) Management

• Communicate regularly with case managers regarding client service authorizations.
• Follow up on pending, expired, or expiring Prior Authorizations (PAs).
• Maintain an updated PA tracking system to prevent service interruptions.
• Ensure that Client Care Coordinators are aware of upcoming PA expiration dates.
• Coordinate with case managers to resolve authorization discrepancies.
• Notify leadership of authorization issues that may affect client services, billing, or agency revenue.
• Work with the billing department to ensure that services are scheduled and delivered within approved authorization limits.

5. Staff Supervision and Departmental Meetings

• Provide direct oversight and guidance to Client Care Coordinators.
• Schedule and conduct regular departmental meetings with Client Care Coordinators.
• Coordinate meetings with Human Resources, Recruiters, Field Workers, and Office Assistants to address staffing needs, recruitment, client concerns, and operational challenges.
• Establish clear departmental expectations, priorities, and deadlines.
• Monitor employee performance, productivity, documentation, and follow-through.
• Identify training needs and recommend corrective actions when performance expectations are not met.
• Promote teamwork, professionalism, accountability, and effective communication across departments.

6. Weekly Documentation Audits

• Conduct weekly audits of Client Care Coordinator notes and documentation.
• Ensure that all client interactions, caregiver communications, case manager updates, and follow-up activities are documented accurately.
• Review client files for missing or incomplete documentation.
• Verify that required client follow-ups have been completed.
• Identify documentation errors, compliance concerns, and areas requiring improvement.
• Provide feedback and corrective instructions to Client Care Coordinators.
• Maintain a weekly audit report outlining findings, corrective actions, and completion status.

7. On-Call Management

• Provide on-call coverage Monday through Friday from 5:00 PM to 9:00 AM and 24-hour coverage on weekends.
• Respond to urgent caregiver call-outs, staffing shortages, client emergencies, and service interruptions.
• Coordinate emergency staffing coverage when necessary.
• Communicate with clients, caregivers, and family members regarding urgent service changes.
• Escalate serious incidents and operational concerns to the COO or CEO when appropriate.
• Maintain accurate documentation of all on-call communications, incidents, and resolutions.
• Ensure that unresolved on-call matters are communicated to the appropriate staff for follow-up during regular business hours.

8. Community Outreach and Home Care Events

• Represent the agency at home care conferences, community events, networking opportunities, and industry-related meetings.
• Build professional relationships with case managers, referral sources, healthcare organizations, and community partners.
• Promote the agency's services and support client growth and retention initiatives.
• Identify potential referral opportunities and communicate them to leadership.
• Collaborate with the recruitment and outreach teams to strengthen the agency's presence within the community.

9. Leadership Meetings and Operational Reporting

• Meet weekly with the COO and CEO to provide updates on the overall performance of the Client Care Coordination Department.
• Present updates regarding client census, new referrals, staffing, authorizations, service delivery, and departmental productivity.
• Identify operational challenges and present recommendations for improvement.
• Provide updates on Client Care Coordinator performance and accountability.
• Report on outstanding client complaints, unresolved issues, and corrective actions.
• Collaborate with executive leadership to develop strategies for improving departmental efficiency, client retention, and agency growth.

10. Monthly Reporting and Key Performance Indicators (KPIs)

• Prepare and submit a comprehensive monthly departmental performance report.
• Monitor departmental KPIs to evaluate service quality, staff productivity, client growth, and operational effectiveness.
• Track referral conversion rates, client admissions, discharges, and active client census.
• Report on missed visits, unfilled shifts, caregiver call-outs, and staffing challenges.
• Monitor documentation compliance and completion of required client follow-ups.
• Analyze departmental trends and provide recommendations for improvement.
• Ensure monthly reports are accurate and submitted by the established deadline.

Key Performance Indicators (KPIs)The Client Care Coordinator Manager will be evaluated on the following performance indicators:KPIPerformance ExpectationNew Referral Tracking100% of referrals recorded and assignedClient CaseloadMaintain 25 active clientsSandata Scheduling100% of schedules maintained and updatedPA TrackingMonitor all active PAs and follow up before expirationWeekly Documentation AuditsComplete one audit per week for each Client Care CoordinatorClient Follow-UpsEnsure required next-day, 10-day, and 30-day follow-ups are completedDepartmental MeetingsConduct regular staff meetingsExecutive Leadership MeetingsMeet with COO and CEO weeklyMonthly KPI ReportSubmit one comprehensive report monthlyOn-Call DocumentationDocument 100% of on-call incidents and resolutionsClient ComplaintsTrack and follow up on all complaintsReferral ConversionMonitor and report referral-to-admission conversion ratesRequired Reports and DeliverablesDaily Responsibilities

• Monitor and update Sandata schedules.
• Review new referrals and assign them to Client Care Coordinators.
• Follow up on staffing issues and uncovered shifts.
• Monitor pending and expiring client authorizations.
• Address escalated client and caregiver concerns.
• Maintain accurate referral and client tracking records.

Weekly Responsibilities

• Conduct audits of Client Care Coordinator documentation.
• Meet with the COO and CEO.
• Conduct departmental and interdepartmental meetings as needed.
• Review referral progress and pending client admissions.
• Review staffing coverage and authorization concerns.
• Evaluate departmental performance and outstanding tasks.

Monthly Responsibilities

• Submit the monthly KPI and departmental performance report.
• Report on client census, new admissions, discharges, and referral conversion.
• Review Client Care Coordinator productivity and performance.
• Identify operational improvements and departmental training needs.
• Provide leadership with a summary of departmental accomplishments, challenges, and recommendations.

Required Qualifications and Skills

• Previous experience in home care operations, care coordination, or healthcare management preferred.
• Strong understanding of home care scheduling, client services, and service authorizations.
• Experience using Sandata or similar home care management systems preferred.
• Excellent leadership, communication, organization, and problem-solving skills.
• Ability to supervise employees and manage multiple priorities.
• Strong documentation, reporting, and analytical skills.
• Ability to work independently and make sound operational decisions.
• Knowledge of client confidentiality, HIPAA, and applicable home care regulations.
• Ability to maintain professional relationships with clients, caregivers, case managers, and agency leadership.

Pay: $25.00 - $35.00 per hour

Expected hours: 40.0 per week

Work Location: In person

Salary : $25 - $35