Care and Office Coordinator

POSITION SUMMARY

The Care and Office Coordinator role is responsible for providing exceptional support to clients by addressing inquiries, resolving concerns, and ensuring a positive client experience throughout their journey. This role is also a key position in relation to office operations and caregiver staffing and scheduling. A successful Care and Office Coordinator possesses excellent communication skills, a strong customer service mindset, and the ability to manage multiple client interactions with professionalism and empathy.

• Coordinate with management on implementing and revising operational procedures related to quality client care.
• Serve as the primary point of contact for following up with prospective client leads, with a friendly, professional, and positive approach to encourage booking assessments.
• Create and send client welcome packets and prospective client packets; coordinate initial “meet and greet” introductions of caregivers with new clients.
• Respond promptly to any client concerns/complaints;
  Document any client complaints concerning a caregiver and review complaints with the management team
• Act as backup for the completion of documentation for initial assessments, observations, and planning evaluations pertaining to clients
• Provides assessments and training during onboarding/orientation for various caregiver skills.
• Tracking documentation on caregiver /companion/sitter/respite competencies related to performing client care tasks or activities

• Recruiting, interviewing & selection for new employees (occasional travel for recruitment as needed).
• Oversee onboarding/orientation for new caregivers.
• Support regularly scheduled performance evaluations pertaining to caregivers
• Function as a resource and mentor to peers and subordinates to maintain professional care giving standards
• Demonstrate ability to accomplish responsibilities in a safe manner, and consistently reinforce good safety attitude and practices displayed by other staff members
• Coach all staff in proper safety procedures and consistently reinforce procedures
• Ensure all background and reference checks are completed and all new hire paperwork and records are processed and maintained as required.
• Enter and maintain accurate staff and client information in scheduling systems (training provided).
• Schedule and coordinate caregiver staff based on assessment and care plan information for clients, including resolution of any scheduling conflicts due to unexpected changes.
• Assist the Director of Operations with client assessment coordination (scheduling and follow-up, not conducting assessments);
  Maintain organized records and generate scheduling reports as needed.
• Maintain all necessary business, employment records, and employment verification.
• Support entry and reconcile caregiver time sheets and paycheck issues; coordinate and submit reporting to owner/payroll.
• Assist with contacting clients and caregivers as needed to solicit feedback and develop plans to improve services and caregiver job satisfaction.
• Participate in Home Health Personal Care training (provided by the company).
• Occasionally provide direct care coverage for client shifts when urgent needs arise.
• These shifts are in addition to your part-time office hours, offering the opportunity to increase weekly hours and gain hands‑on care experience.

• Manage daily office operations, ensuring a professional workplace.
• Answer and screen incoming phone calls professionally, providing assistance and taking necessary action.
• Receive general inquiries, provide information to potential clients, resolve client issues, perform lead qualification, update leads, and schedule assessment appointments.
• Develop reports as requested. Assist in analyzing data for performance improvement.
• Maintain necessary records related to supported programs, e.g., long‑term care insurance, veterans’ programs, etc.
• Support billing, payments, and financial processes for the company.
• Assist with social media, digital marketing, and creative content postings as needed.
• Support leadership in developing client referrals.
• Perfor…