Homecare Services Coordinator (HSC)

You are applying for work with a Comfort Keepers franchisee, not CK Franchising, Inc. or any of its affiliates. If hired, the franchisee will be your only employer. Franchisees are independent business owners who set their own wage and benefit programs that can vary among franchisees.

Job Summary: 

The Homecare Services Coordinator, with the Care Advisor and General Manager, is responsible for customer service, client relationship management, and ensuring clients receive the highest quality of care and customer satisfaction.  The HSC is responsible for monitoring client care including the scheduling of care and communicating care coordination details to all team members, other providers, and client/family members.  The HSC participates with prospective client intakes, working with all team members, and resolving scheduling crises.  The HSC assists with staffing of caregivers and full life cycle caregiver recruitment to include the onboarding process. 

Supervisor:  

Reports directly to the General Manager. 

Job Classification: 

Nonexempt.

Minimum Qualifications: 

• Preferred Associate or Bachelor’s degree in healthcare or marketing.
• Preferred current clinical professional license as either a Certified Nursing Assistant, Licensed Practical Nurse or Registered Nurse.
• At least two years’ experience in home care.
• Demonstrates proficiency in DocuSign, Microsoft Office Suite including Word, Excel, and Outlook.        
• Possesses a safe and reliable vehicle with valid automobile insurance.
• Successfully passes all background screenings upon hire and during employment. 

• Possesses a current CPR certification.
• Possesses an unrestricted Florida Driver’s license and clean driving record.
• Willing to drive to private residences to perform the duties of this position.
• Able to follow verbal and written instructions and document services provided.
• Willing and capable of filling client assignments as needed.
• Able to maintain satisfactory relationships with clients, family, and team members.
• Able to stand, sit, walk, reach, kneel, crouch, and lift 25 pounds.
• Experience with WellSky system preferred.

Essential Functions: 

• Proactively manages the ongoing client relationship for existing clients. Uses independent judgment to accomplish problem resolution, increasing support for clients, and quality assurance. Anticipates client needs and advises families.
• Responsible for updating the physical schedule within scheduling software and communicating the shift expectations to the assigned team. 
• Identifies and makes recommendations regarding any safety concerns of caregivers or clients.
• Determines client recovery activities for deactivations, hospitalizations, and any change in hours. 
• Coordinates care with Care Advisors, Scheduler, client and/or family members.
• Reviews daily care logs to ensure quality care is delivered. Initiates care coordination process based on information gathered in the notes with the necessary parties and documents accordingly.  
• Follows all office communication and documentation protocols to ensure excellent service to clients, staff, potential clients, and inactive clients. 
• Completes special projects as assigned. 
• Answers potential client inquiries whether made via phone or web and qualifies them for home visits. 
• Assists with billing and accounts receivable.
• May be responsible for processing caregiver payroll.
• May be responsible for caregiver recruitment and executing effective recruitment strategies, as well as facilitating the onboarding of new caregiving staff.
• Develops and reviews Plan of Care with caregivers, client and/or family members to ensure that all needs are met.
• Maintains scheduling of assessments and reassessments as needed.  
• Receives digital leads via email and texts during nonbusiness hours and follows up accordingly.
• Provides teaching and emotional support to caregivers, as needed, as it relates to the delivery of care services.  This can include onsite training.
• Works closely with the staff nurses when client care level is questionable or requires nurse involvement.
• Assists in the home health aide training program as needed.
• Provides feedback to the General Manager on all scheduling or caregiver concerns as it relates to client care. 
• Ensures new clients have all essential data entered in ACT and WellSky.  Enter initial schedule.
• Completes discharge summaries and “deactivates” all clients that stop services.
• Maintains relationship with the client and family by visiting them as needed by phone or in person. Reassesses their needs and processes changes in the system as required. 
• Participates in management and other staff meetings as requested. 
• Develops relationships with referral sources by phone, email, in person, networking and community events. 
• Represents Company at vendor fairs to increase visibility and to promote Comfort Keepers to prospective clients and caregivers.
• Makes sales calls to facilities, doctor offices and other healthcare settings to increase Comfort Keepers visibility.
• Creates, maintains, purges and archives client files. Maintains confidentiality of client and agency matters.
• Participates in the delivery of Orientation for New Personnel, if needed.
• Assists in administrative tasks as assigned.
• Participates in the “On Call” rotation.
• Assists in scheduling as needed.
• This job description is not intended to be all-inclusive. The incumbent will be expected to perform other reasonable duties as assigned including filling in as a caregiver.

Knowledge and Skills: 

• Ability to communicate effectively with multiple audiences. 
• Ability to manage multiple situations simultaneously. 
• Ability to work independently with limited direct supervision. 
• Ability to approach work with the highest level of confidentiality/sensitivity.
• Ability to effectively communicate via phone. 
• Data entry skills, knowledge of Microsoft Office. Demonstrates effective problem-solving skills through sound judgement and decision-making skills.

Success Factors: 

• Positive, professional, business image.
• Ability to listen to and understand information and ideas presented through spoken words.
• Ability to communicate information and ideas through speech and written words so others will understand.

• Ability to receive and follow up on client leads during nonworking hours in an effort to build client base.
• Responsive to the needs of the company and demonstrating flexibility to adjust in a changing environment.

• Maintains neat, clean office and work environment.

Working Environment: 

• This position is primarily office based with some local travel to private residences and facilities.

Position Physical Demands: 

• This position will typically include extended time using office equipment, such as telephones and computers.
• This position may also require lifting files and records that typically do not exceed 25 pounds in weight.  

PHYSICAL AND MENTAL LIMITATIONS STATEMENT

“You are not required to disclose information about physical or mental limitations that you believe will not interfere with your ability to do the job.  However, you should disclose any physical or mental impairment for which special arrangements or accommodations are needed to enable you to perform the essential functions of the job.  Your description of any impairment and suggestions for reasonable accommodations will be considered in providing reasonable accommodations. The duties and responsibilities herein describe the general nature and level of work required.  They are not intended to be construed as a complete list of all duties, responsibilities and skills required to meet requirements for this position.   

I have read and understand the requirements and duties described in this job description and agree to accept the position and perform the duties as described in this job description.

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