Home Care Coordinator

Our Office is looking for a comprehensive and compassionate Home Care Coordinator/ Administrative Assistant who can handle all general office duties.

Department & Position Overview:

The Care Coordinator guides patients and caregivers through their home care journey. This role provides an exceptional customer service experience while ensuring that our patients are receiving the care they need. We value your empathetic customer service approach and your "can-do" positive attitude that ensures our patients and caregivers feel heard and cared for.

Everyday You Will:

• Schedule field staff to provide service for clients
• Interact with families, clients and caregivers about services
• Provide clients and caregivers with accurate schedules.
• Follow-up with clients and caregivers regarding coverage, and cancellation of staff.
• Maintain management team of changes in the status of clients and caregivers.
• Actively participate in regular staff meetings to provide guidance on any changes with staffing requirements.
• Follow all HIPAA Privacy and Security Rules.
• Manage inbound and outbound calls and meet expected metrics, KPI's and quality of service standards
• Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship
• Review, assess and resolve the patient/caregivers needs and understand the reason for inbound inquiries
• Address all questions or complaints, and provide an accurate and efficient response time of resolution; consistently meet internal service level agreements and goals in a timely manner
• Assist and resolve pre-billing, payroll issues and partner with HR
• Serve as a key point-of-contact for enrolled caregivers for non-clinical inquiries such as pay discrepancies, timesheet errors, direct deposit changes, schedule changes of caregivers, and more.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support; escalate unresolved patient and caregiver issues to the appropriate teams to ensure a quick turnaround time and resolution
• Adhere to a revolving monthly client service and compliance standard
• Effectively input and update the case file and