Care CoordinatorThe Care Coordinator (CC) plays a crucial role in ensuring that Senior1Care delivers exceptional, personalized care to clients, caregivers and referral sources. The CC is responsible for coordinating client care, managing and coaching caregivers, and maintaining high-quality service. By understanding the unique needs of each client and supporting caregivers with effective scheduling, data entry, training, and resources, the CC ensures a seamless and professional care experience.Key AccountabilitiesClient Care ManagementAssess client needs and communicate with caregivers to ensure each client receives tailored support while ensuring care plans are followed properly.Maintain accurate and up-to-date client documentation, including care updates and reports on client conditions, relationship building or care needs.Caregiver Scheduling and ManagementAssign caregivers to clients based on needs, personality, and proximity.Manage caregiver availability, covering open shifts as they arise and responding promptly to call-offs.Provide oversight to ensure caregivers are meeting care standards and work with the Team Lead, Care Coordination to quickly address any client and caregiver concerns.Facilitate caregiver training assignments and ensure compliance with all legal, company, and licensure requirements.Client and Caregiver CommunicationServe as the main point of contact for clients and their families, providing regular updates and addressing any questions or concerns.Communicate effectively with caregivers to ensure they are informed of client needs and changes to care plans.Foster strong relationships with caregivers and clients and their families to anticipate needs and ensure satisfaction.Perform 'Meet and Greets' and introductions with caregivers on site of client locations.Problem Solving and Conflict ResolutionProactively identify potential challenges and develop creative solutions to prevent disruptions in care.Manage conflicts between clients and caregivers, finding solutions that satisfy both parties while maintaining respect and high standards of care.Compliance and Legal RequirementsEnsure compliance with all legal and company policies, maintaining proper documentation and adhering to labor and licensure standards.Protect client privacy and dignity in accordance with HIPAA and company policies.On-call Support and Emergency ResponseParticipate in the night/weekend on-call rotation to provide timely support for urgent needs or unexpected situations.Collaborate with proper documentation and communication with On-Call Coordinator. Review on next business day with On Call Coordinator and review notes of previous days(s).Oversight and Quality ControlMake regular oversight visits to assess clients and monitor the quality of care being provided.Track and report any changes in client conditions, ensuring appropriate adjustments to care plans are made.Caregiver Recruitment and ScreeningAssist with potential caregiver in-person interviews as backup as needed.Provide input to the Talent Acquisition Manager on potential hires, contributing to caregiver recruitment efforts.Client Feedback and SatisfactionCollect and document feedback from clients, caregivers & referral sources to ensure they are satisfied with the care they receive.Use feedback to improve processes and ensure continuous improvement in care quality.Metrics for SuccessClient SatisfactionMaintain a client satisfaction rate of 90% or higher, based on feedback and regular check-ins.Care Plan AdherenceAchieve 95% compliance with client activities and care notes by caregivers, ensuring that all documented steps are followed accurately.Caregiver RetentionContribute to a caregiver retention rate of X% or higher, through effective scheduling, communication, and support.Timely Resolution of IssuesResolve 90% of caregiver or client issues within 24 hours of being reported.On-Call ResponsivenessEnsure a 100% timely response rate during on-call rotations, handling emergencies or urgent needs effectively.Compliance and Documentation AccuracyAchieve 100% compliance with legal, company, and licensure requirements, with no documentation errors.Caregiver Training CompletionEnsure 95% of caregivers complete assigned trainings within required timeframes.RequirementsQualifications and RequirementsBachelor's degree in a relevant field, additional relevant certifications a plusMinimum 2 years' experience as a care coordinator or other relevant role.
Experience in healthcare, mental health field, and/or homecare preferredSolid computer skills, including Microsoft Office and familiarity with office equipment and phone systemsExcellent phone etiquetteExceptional communication skills, both written and verbal. Ability to diffuse conflicts and disagreements, then find a workable solutionSuperior organizational and interpersonal skills. Ability to multitask and prioritize tasksCompassionate and kind demeanorAble to act decisively and maintain discretion