Client Care Coordinator
Company: Home Instead Senior Care
Posted on: February 22, 2021
Client Care Coordinators (CCC's) manage the care for clients of
Home Instead-- (HISC) by coordinating scheduling, communicating
between family, client, and Caregiver, and supporting and providing
results for any concerns that may arise during the course of care.
CCC's are expected to adhere to all guidelines and assigned duties
in this document unless otherwise directed by the immediate
supervisor or owner. Quality Care performance reviews will be done
accordingly and will reflect every day attendance and performance
aspects, including the guidelines contained in this document. If
you are unclear on any certain area, notify your supervisor
immediately to receive clarification.Scheduled daily work hours:
Client Care Coordinators are scheduled to be at the office by
7:30am and will end at 5:00 pm. In the event that there is a
staffing need late in the day or right at 5pm, QC Department will
remain at the office and complete any tasks necessary. All team
members are required to adhere to this schedule unless otherwise
approved by the immediate supervisor or owner, such as for intro's,
Care Consultations or other emergencies. All office personnel are
required to clock in and out for arrival and departure of shift, as
well as for their lunch break. Each department member is allowed a
one hour lunch break and the times will be coordinated between
department members.--Daily Responsibilities
- Follow all guidelines and procedures as outlined in the QUALITY
CARE DEPARTMENT OPERATIONS AND PROCEDURES MANUAL.
- Coordinate and maintain complete monthly SCHEDULES for every
assigned client, adhering to staffing procedures and assigned
staffing timelines. Evaluate and complete unassigned shifts list on
a daily basis and check list daily to ensure proper
- Answer incoming calls timely and professionally, directing
calls to appropriate person if needed.
- Perform COURTESY CALLS monthly to all clients, active and
active/on-call, in order to build and/or maintain relationships
with clients or family members. Appropriately log calls and
document on client tracking spreadsheet, along with QA visits as
performed by QCC.
- Perform on call duties as assigned and scheduled. Log, share
and explain all on call occurrences as needed, adhering to ON CALL
RESPONSIBILITIES and ON CALL NOTES PROCEDURES.
- Coordinate and perform as needed new CG and CLIENT
INTRODUCTIONS, adhering to the INTRO PROCEDURES, and completing the
required 24/48 follow up paperwork, proper logging in CLEARCARE,
and notating any profile updates or changes and properly scanning
and logging schedules.
- Communicate with clients regarding complaints or concerns,
making sure to complete CLIENT COMPLAINT FORM as needed and submit
form as required attention is needed by RR Department and
- Communicate with clients and Caregivers regarding incidents as
they arise, adhering to INCIDENT REPORT PROCEDURES, FALL
PROCEDURES. WORK COMP PROCEDURES, completing INCIDENT REPORTS and
informing the appropriate office staff member as needed.
- Adhere to NEW CLIENT PROCEDURES OUTLINE when assigned a new
client. NEW CLIENTS MUST BE ENTERED INTO CLEARCARE WITHIN 24 HOURS
OF RECEIVING PAPERWORK FROM Care Consultation, NO EXCEPTIONS UNLESS
AUTHORIZED BY OWNER. Proper completion of steps is important to
ensure the highest level of quality care for the client and to
ensure that billing can be completed on time.
- Review, scan and maintain all client logs that are completed by
Caregivers and delivered to office by QCC or Caregiver. Adhere to
CLIENT JOURNAL LOGS PROCEDURE.
- LOG EVERY SINGLE PHONE CALL YOU EITHER MAKE OR RECEIVE FROM
CLIENTS AND CAREGIVERS!!! Use correct categories and adhere to
- Participate in the daily billing of client hours, adhering to
the BILLING PROCEDURES. Be sure to check on and correct all time
issues with Client and Caregivers in a timely manner.Other
- Participate in all weekly and monthly department and staff
meetings as scheduled.
- Participate in or attend any Caregiver meetings or other
Caregiver activities or events as scheduled.
- Conduct and perform any Service Inquiries or Care Consultations
assigned to you.
- Designated Trainer will perform all training of Caregivers and
families as scheduled. This will include any skills assessments,
new hire training, on-going Caregiver training or family training
that Home Instead-- sponsors or provides.
- Adhere to all outlined policies and procedures included in the
Administrative Employee Handbook, Standards of Conduct, Internet &
Cell Phone Usage Policy, General Office Do's & Don'ts, Office Staff
Call-Off Procedures, Telephone Answering Procedures and any other
office procedures not individually listed in this document, either
in place currently or adopted in the future.
- Complete all assigned reports requested by immediate supervisor
and owners, including monthly client tracking spreadsheet and daily
- Demonstrate satisfactory attendance at all times. In any
healthcare related field, there must be certain considerations
taken in regards to time off and time worked around the major
holidays. All team members are expected to take into consideration
the fact that this company is a 24/7 service and we must be
available to our clients at all times. Being considerate of others
in regards to time off requests and adhering to a first come, first
serve policy is required of all team members. PTO is acquired at
every pay day has to be used for all time off requests if
available. Once PTO is exhausted time off without pay will be
considered during the year and as to when it is not appropriate to
take time off. All time off requests are subject to supervisor and
- Demonstrate satisfactory performance at all times. Performance
of the above referenced job duties and daily responsibilities will
be reviewed periodically and will play a role in determining any
pay raises, bonuses or other incentives that are received. Revenue
based incentives are determined separately. It is expected that
each team member will go above and beyond to perform their assigned
job duties to the best of their ability and to promote and grow the
business and culture of Home Instead-- in the community in a
positive light.Each Home Instead franchise is independently owned
Keywords: Home Instead Senior Care, Montgomery , Client Care Coordinator, Other , Prattville, Alabama
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