Client Coordinator

Description

COMPANY SUMMARY

If you have a passion for directly helping people and tangibly impacting their lives, Senior Home Companions “SHC” could be a wonderful place for you. SHC serves older adults in Indiana and Florida with our unique blend of personalized assistance. From providing friendship and companionship to hands-on personal care, SHC connects clients with a full spectrum of support that allows seniors to remain in the home of their choice with purpose and dignity. SHC is a private, local company (www.seniorhomecompanions.com).

JOB SUMMARY

The primary responsibility of the Client Coordinator (CC) is to ensure that staffing is properly coordinated so clients receive all services outlined in their service plan, as scheduled. A key part of SHC’s mission is delivering services on time, as promised.

The Client Coordinator ensures that each service plan is carried out by scheduling caregivers in a way that aligns with the client's needs. This includes matching caregivers with the appropriate skill set and experience to provide the best care.

Additionally, Client Coordinators are tasked with building strong relationships with caregivers ensuring SHC’s services consistently exceed expectations in terms of punctuality, professionalism, and overall customer service. If a caregiver is unavailable or unable to provide scheduled care, the CC is responsible for responding promptly and finding a solution.

ESSENTIAL FUNCTIONS, DUTIES & RESPONSIBILITIES

• Expertly match caregivers to clients based on various factors, including the client's service plan, caregiver skills, experience, availability, and preferred work area. Develop Caregivers daily, weekly, and monthly schedules.
• Ensure coverage for all shifts, including open shifts, call-offs, and vacation coverage, to maintain high-quality and continuous care for clients
• Manage a high volume of incoming calls while promptly making outgoing calls to staff to fill open client shifts
• Guarantee that client schedules are fully covered at all times and accurately documented in the AxisCare scheduling system
• Foster genuine, sustainable relationships with clients, caregivers, and office staff.
• Track caregiver time and attendance through AxisCare, verifying scheduled care is provided and monitoring overtime usage
• Provide coaching to caregivers, including participating in Performance Management discussions to address performance issues
• Collaborate with the HR team to determine status of caregivers should coaching efforts fail to improve performance
• Work alongside other Client Coordinators to optimize the use of all available caregivers for client needs. Maintain ongoing communication with on-call staff to ensure consistent and client care during non-business hours
• Offer on-call support in rotation with other team members
• Respond professionally to calls, voicemails, and emails
• Uphold and exemplify SHC's core values of Integrity, Compassion, and Effectiveness in all interactions and decisions
• Strictly adhere to SHC’s HIPAA Policies and Procedures, ensuring client confidentiality and compliance with HIPAA regulations
• Perform other related duties as assigned

BENEFITS

• Dental insurance
• Health insurance
• Health Savings Account
• Paid Holidays
• On-site gym
• Paid time off
• Referral program
• Vision insurance

Requirements

• Bachelor’s degree is highly preferred
• Strong interpersonal and communication skills, with a focus on customer service and building positive client relationships
• Highly organized, detail-oriented, and able to multi-task effectively while maintaining flexibility
• Self-motivated, dependable, and able to take initiative with a strong sense of urgency
• Be accustomed to a fast paced, high-volume environment with deadlines and last minute requests
• Possess an entrepreneurial mindset with a strong business acumen and the ability to identify opportunities and drive growth
• Demonstrate a strong commitment to SHC's business goals while handling sensitive and confidential information with the utmost integrity and professionalism
• Ability to prioritize requests and duties while being resourceful and solution-oriented in addressing challenges
• Proficient using Microsoft Office Suite and Google Mail
• Be able to work in office Monday through Friday 8am-5pm and on-call several times a month

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. Reasonable accommodations may be requested by individuals with disabilities to allow them to perform the essential functions.

• Exchange information and communicate verbally and by written word
• Must be able to read, write, and comprehend English
• Demonstrate active listening skills
• Specific vision abilities include close vision, distance vision, depth perception, and ability to adjust focus
• Ambulate on rough surfaces and climb stairs
• Sit for prolonged periods of time
• Occasional driving
• Occasional walking and standing
• Occasional bending, kneeling, crouching, reaching, pushing, pulling
• Demonstrate manual dexterity
• Lift or move up to 25 lbs