Care Coordinator

Purpose of the Role:

The 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 Accountabilities:

• Client Care Management:
• Assess 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 Management:
• Assign 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 Communication:
• Serve 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 Resolution:
• Proactively 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 Requirements:
• Ensure 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 Response:
• Participate 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 Control:
• Make 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 Screening:
• Assist 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 Satisfaction:
• Collect 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 Success:

• Client Satisfaction:
• Maintain a client satisfaction rate of 90% or higher, based on feedback and regular check-ins.
• Care Plan Adherence:
• Achieve 95% compliance with client activities and care notes by caregivers, ensuring that all documented steps are followed accurately.
• Caregiver Retention:
• Contribute to a caregiver retention rate of X% or higher, through effective scheduling, communication, and support.
• Timely Resolution of Issues:
• Resolve 90% of caregiver or client issues within 24 hours of being reported.
• On-Call Responsiveness:
• Ensure a 100% timely response rate during on-call rotations, handling emergencies or urgent needs effectively.
• Compliance and Documentation Accuracy:
• Achieve 100% compliance with legal, company, and licensure requirements, with no documentation errors.
• Caregiver Training Completion:
• Ensure 95% of caregivers complete assigned trainings within required timeframes.

Qualifications and Requirements

• Bachelor’s degree in a relevant field, additional relevant certifications a plus
• Minimum 2 years’ experience as a care coordinator or other relevant role. Experience in healthcare, mental health field, and/or homecare preferred
• Solid computer skills, including Microsoft Office and familiarity with office equipment and phone systems
• Excellent phone etiquette
• Exceptional communication skills, both written and verbal. Ability to diffuse conflicts and disagreements, then find a workable solution
• Superior organizational and interpersonal skills. Ability to multitask and prioritize tasks
• Compassionate and kind demeanor
• Able to act decisively and maintain discretion