Program Services Coordinator

Program Services Coordinator

Position Summary

The Program Services Coordinator is responsible for coordinating client services, supporting admissions and service implementation, maintaining communication with clients, caregivers, families, referral partners, and internal team members, and helping ensure that services are delivered accurately, timely, and in accordance with agency standards. This position supports daily service coordination, documentation, schedule follow-up, client satisfaction, caregiver communication, and ongoing case management activities.

Essential Duties and Responsibilities

• Coordinate client services from referral or service request through ongoing service delivery.
• Assist with client admissions, onboarding, service start-up, and ongoing service coordination.
• Maintain regular communication with clients, caregivers, family members, referral partners, and internal team members.
• Monitor client schedules, service changes, caregiver availability, and continuity of care needs.
• Assist with caregiver matching based on client needs, schedule requirements, location, and service expectations.
• Track authorizations, service changes, documentation, and required follow-up items as assigned.
• Respond to client, caregiver, and family concerns in a timely, professional, and solution-focused manner.
• Coordinate with Scheduling Support to help resolve call-outs, open shifts, schedule changes, and coverage needs.
• Maintain accurate and timely documentation in agency software and client records.
• Support case management activities, including service monitoring, follow-up calls, updates, and care coordination communication.
• Assist with quality assurance, client satisfaction, and caregiver retention efforts.
• Participate in case reviews, staff meetings, training programs, and agency communication as requested.
• Assist with orientation, onboarding, and training support for caregivers or office staff when requested.
• Travel minimally, as needed, to support training, case management, client service needs, agency office coverage, community meetings, or operational support.
• Maintain professional communication and positive working relationships with clients, caregivers, families, referral partners, and coworkers.
• Follow agency policies, payer requirements, confidentiality standards, and documentation expectations.
• Escalate service concerns, compliance concerns, or unresolved issues to leadership as appropriate.
• Perform other duties as assigned.

Work Environment

This position primarily operates in an office or remote administrative environment, with occasional field-based activity as needed to support training, case management, client services, agency office coverage, or operational needs. Minimal travel may be required and will vary based on agency priorities and service needs.

Qualifications

• High school diploma or equivalent required; associate degree or additional education in healthcare, human services, business, or related field preferred.
• Minimum one (1) to two (2) years of experience in home care, healthcare, human services, customer service, scheduling, staffing, or care coordination preferred.
• Strong organizational, communication, and customer service skills.
• Ability to manage multiple priorities, changing schedules, interruptions, and time-sensitive requests.
• Ability to work professionally with clients, caregivers, families, referral partners, and internal staff.
• Strong attention to detail and ability to maintain accurate documentation.
• Proficiency with Microsoft Office, email, phone systems, and agency software systems.
• Valid driver's license and reliable transportation preferred, as minimal travel may be required based on agency needs.

Core Competencies Competency Description Client Service Excellence Uses a respectful, responsive, and client-centered approach to service coordination. Organization and Follow-Through Keeps service details, schedules, documentation, and follow-up items organized and current. Communication Communicates clearly and professionally with clients, caregivers, referral partners, and coworkers. Problem Solving Responds to service issues, schedule changes, and client concerns with practical solutions. Documentation Accuracy Maintains complete, timely, and accurate records in accordance with agency expectations. Team Collaboration Works cooperatively with Scheduling Support, Program Services staff, HR, Nursing, Billing, and leadership. Adaptability Responds effectively to changing client needs, staffing challenges, and operational priorities. Professionalism Represents the agency in a positive, dependable, and respectful manner. Physical Requirements

• Ability to sit, stand, walk, bend, reach, drive, and use office equipment for extended periods.
• Ability to communicate by phone, email, video, and in person as needed.
• Ability to travel minimally to client homes, agency offices, training locations, or community settings as required by operational needs.
• Ability to transport light training materials, files, or supplies up to 15 pounds.