Client Services & Intake Coordinator

Job Summary

Client Services & Intake Coordinator sought to support our private duty Private pay client and those with long-term care insurance (LTCI) home care operations in Region 9, Florida. (North: Jupiter and South: Boca Raton along the coast) This role serves as the primary point of contact for our clients and their families and is responsible for managing the full intake and onboarding process from start to finish with attention to detail and customer service.

This position is ideal for someone who is organized, proactive, and a true team player—someone who understands the pace of home care and is willing to jump in where needed to ensure our clients are supported and care runs smoothly.

Key Responsibilities

Client Intake & Onboarding (Private Pay & LTC)

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  Receive new referrals from Marketing and complete full client intakes from top to bottom

  
  


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  Collect and verify all required client demographics, care needs, service preferences, and emergency contacts

  
  


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  Complete and organize all intake documentation, assessments, and service agreements for both private pay and LTCI (Long Term Care Insurance) clients

  
  


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  Ensure all client information is entered accurately and securely in agency systems

  
  

Client & Family Relations

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  Serve as the primary point of contact for clients and their families throughout the life of the case

  
  


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  Communicate clearly and professionally regarding services, schedules, expectations, and next steps

  
  


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  Act as a liaison between clients, families, and the Staffing Coordinator to ensure proper caregiver matching and continuity of care

  
  

Team Collaboration & Cross-Department Support

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  Work closely with Staffing to ensure all client details, schedules, and care requirements are clearly communicated

  
  


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  Coordinate with Billing to ensure all required client and LTCI information is complete and ready for billing purposes

  
  


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  Partner with Marketing to ensure a smooth handoff from initial inquiry through completed intake, participate in marketing activities when requested

  
  


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  Jump in to support other departments as needed, including client communication, coverage coordination, and operational follow-ups

  
  

Quality Assurance & Follow-Ups

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  Conduct and document on-time 48-hour Quality Assurance (QA) check-ins for all new clients

  
  


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  Conduct and document on-time 90-day QA reviews to confirm satisfaction, coverage, and overall service quality

  
  


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  Identify concerns early and escalate appropriately to leadership to ensure timely resolution

  
  

In-Home Assessments & Field Support

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  Conduct in-home assessments or client visits as needed to support intake completion, service transitions, or QA

  
  


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  Observe client needs, home environment, and safety considerations to support accurate care planning

  
  


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  Communicate findings clearly with Staffing, Billing, and Operations

  
  

Compliance & Documentation

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  Maintain complete, accurate, and up-to-date client records in accordance with Florida regulations and agency policies

  
  


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  Ensure confidentiality and proper handling of all client information

  
  

Qualifications

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  Minimum 2–3 years of experience in home care or home health (LTCI experience preferred)

  
  


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  Strong understanding of private pay and LTC

  
  


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  Ability to work collaboratively across departments and adapt to changing priorities

  
  


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  Willingness to travel locally within Region 9 (North: Jupiter and South: Boca Raton along the coast) for in-home visits as needed

  
  


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  Strong communication, organization, and follow-through skills

  
  


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  Comfortable in a fast-paced, hands-on, team-oriented environment

  
  

Preferred Skills

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  Experience with client intake, care coordination, and quality follow-ups

  
  


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  Familiarity with Florida home care requirements

  
  


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  Experience using home care management systems (WellSky or similar preferred)

  
  


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  Strong problem-solving skills and a “team first” mindset

  
  


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  Good documentation skills with concise, professional, coherent communications

  
  


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  Adept at using technology including computers, typing, phones etc.