Client Care & Administrative Coordinator

POSITION PURPOSE: The Client Care Coordinator is responsible for coordinating care services, establishing and managing the care plan based on the client's needs and satisfaction, and ensuring continuity of care that leads to exceptional client outcomes. The Client Care Coordinator reports directly to: Office Manager.

CLASSIFICATION: Non-Exempt.

PRINCIPAL ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS:

The duties and responsibilities described below do not represent a comprehensive list for the position. Additional tasks may be assigned periodically as necessitated by the business demands.

·    Maintain company standards in providing superior client care by implementing high-quality care standards and exceptional customer service.

·    Effectively handles intake calls. Gathers information regarding client needs, home environment, desired schedule, psycho-social aspect of client care while practicing active listening and establishing a level of trust and understanding with the caller.

·    Clearly explain the capabilities of the caregiver, setting clear expectations for the services to be delivered.

· Manage administrative tasks such as insurance submissions, reporting, etc.

·    Schedule in person client assessment, confirming date/time before ending the call.

·    Meet with client and family to accurately complete all admission paperwork and assure the client and family understand the homecare plan and their responsibilities.

·    Gather information regarding client health status, recent hospitalizations or falls, specific dietary needs, mobility, medication regiment, mental/cognitive status, equipment. This also includes observation of the home environment for safety/risk.

·    Visit client (in place where care will be delivered). Ascertain the type of care the client will need by establishing a baseline of the client’s condition.

·    Assess the client’s cognitive ability in addition to the physical need.

·    Observe the environment, looking for any issues that may be deemed unsafe (power cords, throw rugs, cluttered stairs or pathways, lack of hand rails, older appliances, poor lighting, pets).

·    Complete all admission paperwork (or electronically).

·    Develop the Plan of Care in accordance with the client's needs and wishes and update it as warranted. The goal is to provide guidelines for the caregivers to follow based on the client's needs and wants while remaining safe and maintaining dignity.

·    Communicate all information to office team regarding desired schedule and skill level needed.

·    Review services and cost of care with the client and complete client service agreement and initial paperwork.

·    Input initial schedules into the scheduling system for new clients, coordinate with the scheduling team to place caregivers who possess the skills required for each client, and communicate caregiver placements to clients.

·    Care Coordination: organizing and connecting the resources and personnel required to provide the level of care determined. Coordinate with the scheduling team regarding the desired schedule and skill required to care for client.

·    Once care has started, follow up with the client/family following the first shift and with a continual cadence to ensure satisfaction with service.

·    Conduct regularly scheduled, follow-up telephone calls to clients to ensure high satisfaction with service.

·    Notify clients when a new caregiver has been assigned to their schedule.

·    Coordinate and schedule Meet and Greet meetings between clients and prospective caregivers for introductions.

·    Obtain client feedback from First Caregiver Visits to ensure satisfaction with service.

·    Schedule, conduct, and document home visits, collecting client feedback on caregiver performance of duties. Address problems as required.

·    Introduce caregivers to clients in person when a First Caregiver Visit is scheduled.

·    Conduct supervisory visits in the home and ensure that services are provided in accordance with the Plan of Care. Conduct supervisory visits to the client’s home, preferably when the caregiver is present. Review the care plan to determine relevance and accuracy. Adjust the plan based on any changes in the client's condition or ability. Communicate changes to all care staff involved in the case.

·    Observe the caregiver delivering care to the client. If the caregiver is having difficulty meeting the expected level of care, provide training/education to increase/improve skill set.

·    Document all communications with clients and caregivers by the end of each work shift in the Call Center.

·    Hold conference calls with the care teams to thoroughly review each client's individualized care plan. Discuss any recent changes in the client’s condition, including both improvements and concerns. Document the objectives of the call in detail, noting key points and decisions made during the discussion. After the call, send comprehensive follow-up emails to the care team, summarizing the discussion and outlining any action items or next steps that were agreed upon. This process helps to ensure that everyone is aligned and that the client's needs are being met effectively.

·    Regularly review client visit notes submitted by caregivers to ensure that documentation is done objectively. Coach caregivers on proper documentation procedures and reach out to those who are not consistent in their documentation.

·    Oversee and manage the claims process for Long Term Care Insurance clients. Complete and submit CNA timesheets weekly by Monday for timely processing. Maintain an organized log to track all submissions accurately.

·    Maintain and appropriately file documentation on all current and past clients.

·   Work alongside the scheduling team to schedule caregiver staff for hours of service on new clients and open hours/shifts on existing cases. Ensure consistency in caregiver scheduling. Contact

·   Maintain computer schedules and ensure timely data entry for schedules and client information.

·   Ensure timely copying and filing of appropriate client documentation.

·   Maintain positive relationships with clients and referral sources. 

·   Independently respond to and resolve client complaints and concerns. 

·   Communicate and refer appropriate matters to the Director for additional guidance.

·   Maintain absolute confidentiality of all information pertaining to employees, clients and client’s families.

·   Participate in new caregiver staff orientation.

·   Communicate and reinforce Visiting Angels’ policies and procedures to caregiver staff.

·    Be dependable: arrive on time and complete assigned tasks with minimal supervision.

·    Answer phone calls by the second ring and transfer them to the appropriate department, and greet visitors.

·   Manage on-call evening and weekend care, as directed. Keep on-call materials current with client information, instructions and directions, current roster of care and roster of active direct care staff. Prepare and maintain the on-call log. Manage calls in accordance with the company policies.

·   Perform other functions, as deemed appropriate by the management team.

REQUIRED JOB KNOWLEDGE AND SKILLS:

·   High school diploma and two years of experience in an office setting, preferably in private duty homecare.

·   Proficiency with Microsoft Office (Word, Excel and Outlook) applications, scheduling systems and other healthcare industry-related software. 

·   Ability to listen and communicate clearly, fluently, and diplomatically - both orally and in writing.

·   Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations.

·   Present a well-groomed image that reflects the professionalism of the business.

·   Ability to plan, organize, prioritize, delegate and accurately complete work activities within specific deadlines while appropriately managing interruptions. 

·   Work independently with a minimum direction and/or supervision after training.

·   Ability to generate goodwill for the Agency with staff, clients, their family members and referral sources. Demonstrate a strong commitment to client service excellence.

·   Ability to lawfully work in the U.S.

PHYSICAL/ENVIRONMENTAL DEMANDS:

·   Combination of sitting, standing, bending, reaching, stretching, stooping, walking, climbing stairs and moving intermittently during working hours. 

·   Must be able to lift at least 50 lbs., if working with clients. 

·   Must be able to see and hear or use prosthetics that enable these senses to function adequately to fully meet requirements of this position. 

·   Must be able to properly operate office equipment. 

·   Must be able to maintain verbal and written communication with co-workers, leadership team, supervisors, clients, family members, vendors and all business associates within or outside the Agency.

·   Successful completion and ongoing compliance with all licensing, certification, continuous education, background testing, drug and alcohol testing, OIG and health assessments as may be required under federal, state, or local law or per employer policy.

·   All of the above demands are subject to the ADA requirements.