Client Care Coordinator

Avid Health at Home North Carolina•Rockingham, NC

1d•Onsite

About The Position

Avid Health is hiring a Client Care Coordinator for its Richmond, North Carolina region. Based at the Rockingham branch, the role serves Anson, Hoke, Montgomery, Moore, Richmond, Scotland, and Stanly counties. It is office-based and also involves some community events and business travel. The coordinator provides day-to-day coordination and scheduling between clients and qualified field employees, maintains existing client services, and coordinates intake for new clients. The role updates client care information in the agency’s EMR system to help ensure clients’ Activities of Daily Living (ADLs) and Instrumental Activities of Daily Living (IADLs) needs are met by the interdisciplinary team. The coordinator manages schedules, referrals, client and contract satisfaction, field employee attendance and compliance, EVV records, and related payroll and billing processes. The role also supports employee orientation, training, recruitment, documentation, and branch performance tracking. The position reports to an Operations Manager or General Manager and is classified as non-exempt. Avid describes the position as offering consistent assignments and hours and the opportunity to work with clients and caregivers over the long term.

Requirements

Minimum of two years of related work experience.
A valid driver’s license issued by the state of employment, a satisfactory driving record, and an operational vehicle.
Working knowledge of Word, Excel, Windows, and email.
Typing speed of 35 words per minute and accurate data-entry skills.
Satisfactory verbal and written communication skills.
Ability to concentrate despite frequent interruptions, work under deadline pressure, and exercise good judgment.
Ability to follow procedures, work independently, prioritize activities, and complete assignments with minimal supervision.
Ability to travel for business purposes.
Ability to rotate on-call duties and respond to assist as needed while on call.
Physical ability to perform job duties that may require lifting at least 10 pounds, bending, stooping, stretching, pulling, and pushing.

Nice To Haves

College degree or equivalent work experience.
CNA license.
Working knowledge of commonly used medical concepts, practices, and procedures.
Understanding of the geographical and cultural requirements of the branch office.
English/Spanish bilingual ability.

Responsibilities

Participate in general office administrative operations, including on-call responsibilities, to support business continuity.
Manage intake coordination from referral sources and seek new referral opportunities to support branch growth goals.
Maintain accurate client schedules by matching client care needs with field employees’ availability and skill levels.
Ensure schedules are covered for new intakes and for replacements due to paid time off, sickness, and emergency call-outs.
Manage client and contract satisfaction through customer service, communication, and documentation.
Build relationships with clients to encourage compliance with care plans and promote client safety.
Document communications with clients, families, health plan providers, and field employees in a timely manner.
File employee and client paperwork in the agency EMR within seven days of documentation.
Manage field employee time and attendance and daily compliance with Electronic Visit Verification (EVV) requirements.
Review EVV data, process weekly payroll for branch field employees, and collect timesheets when EVV records are unsuccessful.
Audit field employees’ visit notes and EVV data for compliance with client ADL and IADL needs.
Orient and supervise field employees on client care plans and provide remedial training and mentoring as needed.
Communicate recruitment needs to Recruitment and Compliance departments and support branch recruitment efforts by distributing applications and forwarding completed forms.
Monitor field employee compliance with state, federal, and contractual annual health and training requirements.
Run EMR reports and use the data to manage individual KPI goals and expectations.
Follow agency policies and procedures and comply with HIPAA regulations.
Perform other duties as assigned.