Client Coordinator

Client Coordinator

Job Summary

Responsibilities include managing clients throughout their lifecycle with the company, taking initial intake calls & providing information to potential clients. Ensures quality care and client satisfaction, and is responsible for maintenance of client and employee records.

Key Responsibilities

1.  Client Accountability

• Responsible for overseeing thewell-being, service coordination, and overall care of all assigned clients.

1. Prompt Client Profile Adoption

• Conduct thorough review and verification of all new client profiles to ensure accuracy and completeness.

1. New Client Staffing

• Complete staffing for all new clients within48 hours. Any delays must beimmediatelyescalated to the Branch Manager.

1. Care Plan Adjustment

• Process all updates to client care plans, including service or schedule changes, within 1 hour of receivingnew information.

1. Timely Communication

• Notify supervisors promptly of any changes in client status, details, or care needs to ensure continuity of services.

1. Client Scheduling

• Maintain a clearly defined schedule for every active client on the coordinator’s dashboard, regardless of caregiver assignment status.

1. Thorough Documentation

• Record allclient‑relatedcommunication in the client profile to ensureaccurate, complete, and compliant documentation.

1. Weekly Client Outreach

• Conduct proactive outreach every Friday to all clients whose services are on hold (e.g., hospitalization, rehab, declined services) to assess needs and offer support.

1. Missed Visit Management

• Review missed visits weekly and schedule makeup hours for the following week to maintain service continuity.

1. Service Terminations

• Upon service termination, promptly close the client’s profile after completing a full investigation and documentation of the termination reason.

1. Uninterrupted Services

• Ensure services for IDOA and IDHS clients continue without interruption unless payers explicitly instruct otherwise

1. Service Renewal for VA Clients

• Begin the renewal process for VA clients at least one month before authorizationexpirationto prevent service gaps.

1. Client Monthly Survey Requirement

• Ensure completion of monthly surveys for all clients under the coordinator’s management.

1. Annual Caregiver Performance Evaluation

• Ensure all caregivers serving assigned clients complete an annual performance evaluation.

Required Skills/Abilities

• Demonstrated customer service and communication skills, problem solving, and attention to detail.
• Technical proficiency in utilizing computers and generating reports.
• Able to speak, read and write English fluently. 
• Able to speak other languages is an advantage.

Education and Experience

• High school diploma or equivalent.
• 2 years of experience in a customer service role highly preferred

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.