Care Coordinator

Job Description: Care Coordinator

Reports To:Manager of Care Coordination

Department: Care Coordination

Employment Type: Full-Time - Exempt

Position Summary

The Care Coordinator is responsible for managing a caseload of 15–30 clients, ensuring that all shifts are staffed with qualified, consistent caregivers. This role combines scheduling, assessment, and client oversight to drive continuity of care, client retention, and overall quality. Care Coordinators act as the primary point of contact for clients and caregivers, balancing operational efficiency with compassionate service.

Key Responsibilities

New Client Assessments

Conduct new client assessments to evaluate care needs, home environment, and client/family goals.

Often partner with the Sales team during intake to ensure a smooth transition, but may also perform assessments independently when needed.

Develop accurate care plans and ensure clients are set up for consistent, high-quality service from the start.

Continuity of Staffing

• Ensure all client shifts are staffed with ongoing, qualified caregivers rather than short-term fill-ins whenever possible.• Match caregivers to clients based on skills, preferences, and continuity goals.• Monitor continuity metrics and proactively address gaps.• Track attendance, reliability, and caregiver performance to maintain consistency.

Client Retention & Quality of Care

• Serve as the primary relationship manager for assigned caseload (15–30 clients).• Conduct regular check-ins and visits to ensure satisfaction and care plan adherence.• Proactively identify client risks (dissatisfaction, unmet needs, safety issues) and resolve concerns promptly.• Collaborate with clients and families to adjust care plans and schedules as needed.• Escalate serious concerns to the Manager of Care Coordination for further intervention.

Scheduling & Staffing Operations

• Build, adjust, and manage schedules for assigned caseload clients.• Respond promptly to call-outs, open shifts, and emergencies within the caseload.• Ensure accurate documentation in agency systems (e.g., AlayaCare).• Collaborate with fellow Care Coordinators to balance caseloads and share coverage.

Client Assessment & Oversight

• Conduct initial and ongoing assessments for new and existing clients.• Develop and update care plans based on evolving client needs.• Perform in-home visits to observe caregiver performance and ensure quality of care delivery.• Document changes, incidents, and client feedback accurately and on time.

Client & Family Support

• Build trusting relationships with clients and families, serving as their go-to contact.• Address questions, concerns, or complaints promptly and professionally.• Conduct regular check-ins (calls or visits) to ensure client satisfaction.• Advocate for client needs and escalate issues that require leadership involvement.

Caregiver Support & Oversight

• Provide caregivers with clear instructions and expectations for client assignments.• Coach caregivers on adherence to care plans, continuity expectations, and agency standards.• Address caregiver concerns and provide scheduling support.• Identify training or coaching needs and collaborate with the Manager of Care Coordination.

Provide feedback, including progressive discipline and termination

Efficiency & On-Call

• Use drive time productively for work-related activities such as client and caregiver follow-up calls.• Participate in the emergency on-call rotation (5 PM–8 AM) to cover urgent client/caregiver needs outside business hours.• Regular shifts: 8:00 AM – 5:00 PM, either Sunday–Thursday or Tuesday–Saturday.

Qualifications

• 2–3 years of experience in home care, hospice, or social work required.• Strong knowledge of non-medical home care services, caregiver practices, and client oversight.• Proven success in staffing, workforce management, or case coordination with a focus on continuity.• Excellent organizational and time management skills with the ability to balance multiple priorities.• Strong communication and relationship-building skills with clients, families, and caregivers.• Proficiency in scheduling/care management software (AlayaCare preferred).• Valid driver’s license and reliable transportation for in-home visits.

What We’re Looking For

We’re looking for Care Coordinators who are:• Experienced in care coordination: Background in home care, hospice, or social work (non-nursing) preferred.• Client-focused: Passionate about helping people and ensuring clients feel valued, safe, and supported.• Relationship builders: Able to create trust and rapport with clients, families, and caregivers.• Problem solvers: Calm under pressure, resourceful, and able to resolve scheduling or care challenges quickly.• Organized and efficient: Skilled at balancing multiple priorities, using time wisely (including drive time), and keeping details accurate.• Team players: Collaborative and supportive, able to communicate clearly across departments.• Accountable: Take ownership of outcomes, follow through on commitments, and uphold company values.

Core Competencies

• Continuity Focus – Prioritizes ongoing caregiver-client matches for consistency.• Client-Centered – Promotes satisfaction, trust, and retention through proactive support.• Accountability – Owns outcomes for staffing, retention, and care quality within caseload.• Problem-Solving – Resolves scheduling and care challenges efficiently.• Collaboration – Works with peers and leadership to achieve department-wide goals.

Working Conditions

• • Primarily office-based with regular in-home client visits and assessments.• Frequent driving between client homes; expectation of productive use of drive time.• Participation in after-hours on-call rotation required.