Client Service Coordinator

RVNAhealth•Ridgefield, CT

2d•Onsite

About The Position

The Client Service Coordinator will be responsible for determining and managing client needs. This individual will work with new clients to develop a care plan and match appropriate caregivers. The Client Services Coordinator will work with the Director, Client Service Manager, other office staff, and direct care staff to ensure adequate staffing and ongoing client needs are met. Professional demeanor, excellent customer service skills, and teamwork are essential to the role.

Requirements

College degree or related experience
Computer literate with all Microsoft programs and ability to learn new software programs
Ability to multi-task
Able to work in a fast-paced environment and manage disruptions
Exceptional problem-solving skills
Exceptional customer service skills
Ability to use discretion, prioritize and make decisions independently and in concert with Branch Manager and/or Director
Ability to resolve client and caregiver issues in a timely and professional manner
Exceptional customer service skills and ability to build and foster relationships

Responsibilities

Process all referrals received from Intake, direct email or phone in a timely manner
Prioritize tasks to meet the needs of clients
Determine/Verify clients' service needs
Match clients with appropriate caregivers who can fully meet the needs required
Schedule caregiver staff based on client needs and schedule
Ensure all cases are staffed appropriately
Ensuring staff arrives on time and arrange coverage for late and called out/no show caregivers
Foster relationships with clients and family members
Address schedule changes with caregivers and/or clients
Provide exceptional customer service to both clients and caregiver staff by responding to issues and/or requests in a timely, professional manner
Communicate with caregiver staff and clients in a timely manner with respect to schedule changes
Obtain, document, and maintain all pertinent information with respect to clients and caregivers in EMR system and/or appropriate referral logs/reports
Enter schedules and update eRSP scheduling software
Communicate client concerns and caregiver issues to HHA Supervisor or Client Service Manager without delay
Assist in coordinating referrals to RVNAhealth and/or other community agencies for clients when appropriate
Ensure caregiver payroll information is received and processed by the established deadline
Process long term care insurance documents weekly for assigned clients
Must be available to be on-call for evenings and weekends on a rotating schedule