Client Care Coordinator

Senior Helpers of Baltimore & Central Maryland Position Overview

The Client Care Coordinator supports the delivery of exceptional client care and customer service throughout the client journey — from initial inquiry and onboarding through ongoing service coordination and follow-up.

This role is responsible for coordinating client intake activities, conducting non-clinical client assessments, assisting with implementation and maintenance of client service plans, supporting client satisfaction initiatives, and maintaining consistent communication with clients, families, caregivers, and internal team members.

The Client Care Coordinator serves as a central communication and coordination resource within the agency, helping ensure services are delivered in a responsive, organized, compassionate, and professional manner consistent with Senior Helpers standards, agency policies, and Maryland home care regulations.

This role works closely with the Director of Operations, scheduling team, nursing staff, caregivers, and business development team to support continuity of care, operational follow-through, client retention, and a consistently high-quality client experience.

The ideal candidate is highly organized, service-oriented, emotionally intelligent, and comfortable balancing empathy with operational accountability in a fast-paced healthcare environment.

This position reports directly to the Director of Operations of the agency.

The Client Care Coordinator plays an important role in supporting the client experience and operational coordination of the agency. By maintaining strong communication, timely follow-up, organized documentation, and responsive service coordination, this role helps ensure clients and families feel supported, informed, and cared for throughout their relationship with Senior Helpers.

This position serves as a key connector between clients, families, caregivers, scheduling, operations, and clinical leadership — helping create a consistent, compassionate, and dependable care experience.

• Conduct non-clinical client intake visits and gather information regarding client routines, care preferences, support needs, safety considerations, and family expectations.
• Complete Senior Helpers LIFE Profile assessments and other agency-approved intake documentation.
• Assist with development, coordination, and maintenance of client service plans under the direction of agency leadership and clinical staff.
• Coordinate timely service initiation, caregiver introductions, and onboarding communication with clients and families.
• Ensure intake documentation, service agreements, authorizations, and required forms are completed accurately and timely.
• Collaborate with nursing leadership regarding clinical concerns, personal care needs, changes in condition, and regulatory requirements.
• Support rapid response to hospital discharges, transition-of-care referrals, and urgent client start requests.
• Coordinate scheduling of assessments, supervisory visits, and service starts to support operational responsiveness and continuity of care.

• Serve as an ongoing point of contact for clients and families regarding routine service coordination and communication.
• Conduct client follow-up calls, supervisory visits, wellness check-ins, and satisfaction outreach in accordance with agency policies and state requirements.
• Maintain proactive communication with responsible parties and family decision-makers regarding service updates, schedule changes, client concerns, and evolving care needs.
• Respond promptly and professionally to routine client questions, concerns, and service requests.
• Escalate significant client concerns, complaints, retention risks, service failures, or caregiver issues to agency leadership.
• Assist with service recovery efforts and follow-up communication as directed by leadership.
• Help identify changes in client needs, family dynamics, or service expectations and communicate updates to the operations team.
• Support a positive and high-touch client experience centered on responsiveness, professionalism, compassion, and trust.