Client Coordinator

Job Summary

The Client Coordinator is responsible for ensuring high-quality, timely, and well‑coordinated care for all assigned clients. This role oversees client onboarding, care plan management, scheduling, communication, and documentation to support seamless service delivery. The Client Coordinator serves as the primary point of contact for clients, caregivers, and internal departments, ensuring that all client needs are addressed promptly, accurately, and in compliance with organizational standards and payer requirements.

• Client Accountability
• Responsible for overseeing the well‑being, service coordination, and overall care of all assigned clients.
• Conduct thorough review and verification of all new client profiles to ensure accuracy and completeness.
• New Client Staffing
• Complete staffing for all new clients within 48 hours. Any delays must be immediately escalated to the Branch Manager.
• Care Plan Adjustment
• Process all updates to client care plans, including service or schedule changes, within 1 hour of receiving new information.
• Timely Communication
• Notify supervisors promptly of any changes in client status, details, or care needs to ensure continuity of services.
• Client Scheduling
• Maintain a clearly defined schedule for every active client on the coordinator’s dashboard, regardless of caregiver assignment status.
• Thorough Documentation
• Record all client‑related communication in the client profile to ensure accurate, complete, and compliant documentation.
• Weekly Client Outreach
• Conduct proactive outreach every Friday to all clients whose services are on hold (e.g., hospitalization, rehab, declined services) to assess needs and offer support.
• Missed Visit Management
• Review missed visits weekly and schedule makeup hours for the following week to maintain service continuity.
• Service Terminations
• Upon service termination, promptly close the client’s profile after completing a full investigation and documentation of the termination reason.
• Uninterrupted Services
• Ensure services for IDOA and IDHS clients continue without interruption unless payers explicitly instruct otherwise.
• Service Renewal for VA Clients
• Begin the renewal process for VA clients at least one month before authorization expiration to prevent service gaps.
• Client Monthly Survey Requirement
• Ensure completion of monthly surveys for all clients under the coordinator’s management.
• Annual Caregiver Performance Evaluation
• Ensure all caregivers serving assigned clients complete an annual performance evaluation.

• Demonstrated customer service and communication skills, problem solving, and attention to detail.
• Technical proficiency in utilizing computers and generating reports.
• Able to speak, read and write English fluently.
• Able to speak other languages is an advantage.

• High school diploma or equivalent.
• Minimum 1–2 years of client‑facing experience in home care, healthcare, social services, case management, or a related field.
• Customer service experience demonstrating strong communication, empathy, and problem‑solving skills.

• Prolonged periods of sitting at a desk and working on a computer.