CLIENT CARE COORDINATOR

JOB DESCRIPTION
Job Title: Client Care Coordinator
Department: Client Services
FLSA Status: Non-Exempt
 

Summary:

The Client Care Coordinator plays a vital role in ensuring smooth transitions and continuity of care

for clients.. This position is responsible for supporting clients in overcoming

barriers to completing their treatment plans, including financial, logistical, and clinical challenges.

The ideal candidate is highly organized, compassionate, and a strong communicator, committed to

guiding clients through their recovery journey.

Job Duties and Expectations:

• Ensure smooth transitions between levels of care by working closely with clinical, admissions, and

care coordination teams while maintaining communication with referral sources to support

seamless client continuity.

• Identify and resolve complex issues that may prevent clients from continuing treatment.

• Act as a liaison between clients, families, and internal departments to support care coordination.

• Conduct one-on-one meetings with clients regularly to build rapport, with the goal of setting up the

client with the best individualized treatment plan focused on extending to the full continuum of care.

• Provide clients, families, ROI contacts, and referral sources with information about Infinite

Recovery's continuum of care within 24 hours of admission.

• Coordinate with clients, families, and referral sources to resolve stressors that may prevent a client

from completing their treatment plan.

• Complete all referral source requests in a timely and efficient manner.

• Assist in identifying and addressing financial barriers to treatment by collaborating with revenue

cycle and admissions teams.

• Collaborate with Revenue Cycle to navigate coverage issues and maximize client benefits.

• Verify, and complete finances, ensuring accuracy against VOBs before step-downs. Confirm

financial agreements are signed and payments are collected.

• Coordinate each client’s step-down, transfer, or discharge, including transportation, pickup

arrangements, and communication with the referral source, family, and Infinite staff.

• Utilize Salesforce, Sunwave, Slack, and email while adhering to all Infinite Recovery processes,

focusing on complete and accurate data input to ensure compliance, organization, and continuity

of care.

The job duties listed in this job description may not be inclusive of all requirements of this position. Other duties may be assigned by your supervisor.

SUPERVISORY RESPONSIBILITIES

 This job has no supervisory responsibilities.

COMPETENCIES

 To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Communication - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

QUALIFICATIONS

 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS

 Ability to respond to common inquiries or complaints from customers. Ability to communicate effectively through email. Ability to effectively present information to management.

MATHEMATICAL SKILLS

 Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

 Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS

 To perform this job successfully, an individual should have knowledge of Microsoft Office (Word, Excel and Outlook) as well as web-based email and EMR system.

PHYSICAL DEMANDS

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

 While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.
 
WORK ENVIRONMENT
 The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.