Office Coordinator

Position Summary

The Office Coordinator supports the daily administrative and communication functions of the Elite Home Healthcare LLC office. The position serves as a primary point of contact for incoming calls, visitors, patients, caregivers, employees, referral sources, vendors, and other individuals communicating with the Company.

The Office Coordinator is responsible for ensuring incoming communications are appropriately identified, prioritized, routed, and followed through while also supporting the day-to-day administrative needs of the office. The position plays an important role in keeping communication organized across departments and helping ensure calls, messages, referrals, concerns, and other requests do not fall through the cracks.

Elite Home Healthcare will maintain an Office Coordinator in both the Greenfield and Bedford offices. The Coordinators will be cross-trained to provide coverage and support across locations while maintaining consistent communication, documentation, and service standards.

*
* **

• Serve as a primary point of contact for incoming calls and general Company communications.
• Answer calls professionally, warmly, and efficiently while identifying the reason for contact.
• Determine the appropriate department or team member responsible for addressing the caller's needs.
• Transfer and route calls accurately and provide relevant information to the receiving department when appropriate.
• Assist callers with general questions when the information is within the scope of the position.
• Maintain working knowledge of departmental responsibilities, internal contacts, extensions, workflows, and escalation procedures.
• Provide cross-office phone and communication coverage when needed.

*
* **

• Identify incoming communications requiring immediate or expedited attention.
• Recognize and prioritize new patient referrals and referral-status inquiries.
• Identify patient or caregiver concerns, complaints, grievances, and service issues requiring escalation.
• Recognize urgent scheduling, staffing, authorization, or service-related concerns and route them appropriately.
• Immediately elevate clinical concerns, patient-safety issues, or other matters requiring licensed clinical review.
• Appropriately route matters requiring Human Resources, Compliance, Clinical, Scheduling, Intake, Billing, Payroll, or management involvement.
• Maintain appropriate boundaries and avoid providing information or making decisions outside the scope of the position.

*
* **

• Monitor missed calls and voicemail queues throughout the business day.
• Return calls when appropriate or ensure messages are routed to the responsible department or individual.
• Document communications requiring additional action, follow-up, or escalation.
• Identify an appropriate owner for communications that cannot be resolved during the initial contact.
• Follow up as necessary to confirm priority or time-sensitive communications have been addressed.
• Escalate unresolved communications when the responsible party cannot be reached or appropriate action has not occurred.
• Assist with maintaining accountability for callback completion and communication resolution.
• Help ensure priority calls and communications are not left unexplained or unaddressed at the end of the business day.

*
* **

• Serve as a welcoming and professional first point of contact for individuals entering the office.
• Greet patients, caregivers, employees, applicants, vendors, and visitors and connect them with the appropriate department or team member.
• Receive and appropriately route documents, deliveries, correspondence, and other materials.
• Maintain a professional, organized, and welcoming front-office environment.
• Provide appropriate assistance to individuals waiting for appointments, meetings, interviews, or other scheduled activities.
• Maintain appropriate confidentiality and discretion when conversations or activities involve sensitive patient, employee, or business information.

*
* **

• Provide general administrative support to assist with the efficient operation of the office.
• Assist with scanning, copying, filing, document preparation, data entry, and other routine administrative responsibilities as assigned.
• Maintain organized communication records, tracking tools, contact information, and other assigned documentation.
• Assist with maintaining current internal directories,…