What are the responsibilities and job description for the Client Care Coordinator position at Nala Care?
Job Description: Client Care Coordinator
Department: Operations / Client Services
Reports To: Director of Operations or Program Manager
Employment Type: Full-Time
Location: Office-based with community coordination (as needed)
Position Summary
The Client Care Coordinator (CCC) serves as the primary liaison between clients, families, caregivers, and internal teams to ensure high-quality, timely, and compliant delivery of non-medical home health and companion care services. This role focuses on client onboarding, care coordination, service continuity, communication, and retention, while supporting compliance with Medicaid, waiver, and private-pay requirements.
The Client Care Coordinator does not provide direct hands-on care but plays a critical role in stabilizing services, resolving concerns, and maintaining positive client and referral-source relationships.
Key Responsibilities
Client Intake & Onboarding
Required
Department: Operations / Client Services
Reports To: Director of Operations or Program Manager
Employment Type: Full-Time
Location: Office-based with community coordination (as needed)
Position Summary
The Client Care Coordinator (CCC) serves as the primary liaison between clients, families, caregivers, and internal teams to ensure high-quality, timely, and compliant delivery of non-medical home health and companion care services. This role focuses on client onboarding, care coordination, service continuity, communication, and retention, while supporting compliance with Medicaid, waiver, and private-pay requirements.
The Client Care Coordinator does not provide direct hands-on care but plays a critical role in stabilizing services, resolving concerns, and maintaining positive client and referral-source relationships.
Key Responsibilities
Client Intake & Onboarding
- Serve as primary contact for new clients following intake approval.
- Coordinate start-of-care logistics, including service schedules and caregiver introductions.
- Review service agreements, client rights, responsibilities, and agency policies with clients and families.
- Collect and verify required non-clinical documentation (demographics, consent forms, service authorizations).
- Maintain ongoing communication with clients and families to ensure satisfaction and service continuity.
- Coordinate changes in schedules, service needs, or caregiver assignments.
- Monitor service delivery issues and escalate concerns appropriately.
- Document all client interactions in the agency’s electronic health record or care management system.
- Act as a communication bridge between caregivers and clients.
- Support caregivers with service clarifications and client-specific instructions.
- Assist with caregiver orientation to client expectations and preferences.
- Report caregiver concerns, performance issues, or attendance problems to leadership.
- Conduct routine client check-ins (14-day, 30-day, and ongoing).
- Identify early warning signs of dissatisfaction or service breakdown.
- Support corrective action plans and service recovery efforts.
- Promote client retention and long-term service stability.
- Ensure services align with authorized hours, payer requirements, and agency policies.
- Maintain accurate, timely documentation for audits, billing support, and regulatory compliance.
- Support Medicaid waiver and private-pay documentation standards.
- Protect client confidentiality and comply with HIPAA and agency privacy policies.
- Collaborate closely with Intake, Scheduling, Authorization, Business Development, and Leadership teams.
- Communicate changes or risks impacting service delivery.
- Support referral-source communication as directed by leadership.
Required
- High school diploma or equivalent (Associate’s degree preferred).
- Minimum 2 years experience in home health, human services, care coordination, or client services.
- Strong organizational, communication, and problem-solving skills.
- Ability to manage multiple clients and priorities in a fast-paced environment.
- Proficiency with electronic systems, scheduling software, and documentation platforms.
- Reliable transportation and ability to travel locally as needed.
- Experience in non-medical home health, companion care, or Medicaid waiver services.
- Familiarity with Nebraska Medicaid, AD Waiver, or HCBS programs.
- Background in customer service, social services, or healthcare administration.
- Bilingual skills a plus.