Coordination Supervisor

Elite Home Health Care•New York, NY

4d•$70,000 - $72,000•Onsite

About The Position

The Coordination Supervisor runs daily coordination for Elite Home Health Care’s Downstate office, covering New York City and Westchester, and supervises the staffing coordinator team. The role supports the day-to-day needs of patients and field staff while providing oversight and review of quality of care. As the first point of contact for service escalations, the supervisor ensures patients are covered, issues receive follow-up, and visits are ready for payroll and billing. The supervisor reviews overnight on-call logs and open orders, assigns follow-up work, coordinates coverage for absent staff, and monitors missed or late visits and coverage gaps. The role trains and coaches coordinators, manages team performance and caseload balance, oversees patient wellness calls and follow-up, and tracks patients who are on hold or hospitalized. It also oversees timesheet processing and daily EVV compliance, on-call coverage and handoffs, complaints and incidents, and documentation in accordance with Elite policy and NYS DOH LHCSA requirements. This is an on-site position at the Brooklyn office, with occasional travel to other Downstate locations, including Westchester, as needed. The role requires a flexible schedule to meet department and patient needs, including scheduled on-call duties.

Requirements

Associate’s degree in Healthcare Administration or a related field required.
Minimum of 2–3 years of experience in home care coordination, scheduling, or case management, including at least 1 year in a supervisory role.
Strong knowledge of New York State home care, including MLTC, Medicaid, and NYS DOH LHCSA requirements.
Proficient in Microsoft Office.
Strong follow-through; calm under pressure and able to make firm decisions quickly.
Exceptional communication skills with patients, families, caregivers, and coordinators.
Highly organized and detail-oriented.
Flexible schedule to meet department and patient needs, including on-call duties.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

Bachelor’s degree preferred.
Experience with HHAeXchange and EVV strongly preferred.

Responsibilities

Review the overnight on-call log each morning, assign open items to coordinators, and ensure follow-up and closure the same day.
Review and prioritize open orders by urgency and start-of-care date, assigning cases so new and existing patients are staffed.
Issue daily coverage directives for absent coordinators so patients retain coverage and a point of contact.
Monitor missed visits, late visits, call-outs, and coverage gaps; escalate unresolved gaps to the Downstate leader.
Supervise, train, and coach staffing coordinators on scheduling, patient tracking, and HHAeXchange workflows.
Hold regular check-ins, complete performance reviews, and manage coordinators against weekly KPIs.
Balance coordinator caseloads against the 120-patient cap and recommend reassignment when caseloads exceed it.
Onboard new coordinators and ensure consistent adherence to team workflows.
Oversee weekly patient wellness calls and ensure they are completed and documented on schedule.
Ensure concerns raised by patients and families during wellness calls are followed up and resolved; flag at-risk patients to the Downstate leader.
Track patients on hold or hospitalized by coordinator, ensure follow-up and disposition under the 30-day hold protocol, and escalate at day 30.
Coordinate resumption of care, caregiver reassignment, and restaffing when patients return home.
Oversee timesheet flow so visits are confirmed and ready for payroll and billing.
Monitor daily EVV compliance and resolve exceptions with coordinators and field staff before billing cutoff.
Work with Payroll and Billing to clear open timesheet hours and prevent zero-pay caregivers and unbilled visits.
Oversee the on-call schedule to ensure nightly, weekend, and holiday coverage; review performance and ensure morning handoffs to the day team.
Take on-call duties as scheduled.
Serve as the first escalation point for patients, families, field staff, and payors; de-escalate and resolve complaints and grievances promptly and professionally.
Oversee incident reporting, including logging, initial investigation, follow-up, and documentation; involve Clinical and Compliance as needed.
Review incident and complaint trends and work with the Downstate leader on preventive fixes.
Ensure documentation meets Elite policy and NYS DOH LHCSA requirements.
Promote teamwork and cooperative effort, help train and guide other HouseWorks employees, maintain a clean and safe work area, provide high-quality customer service, and apply appropriate quality improvement processes.
Perform other duties as assigned.