Internal Client Care Coordinator

Internal ICC

Internal Client Care Coordinator

Location - Bethlehem, Quakertown, and Allentown offices (travels between the 3)

Job Summary:

In cooperation with the External ICC, is responsible for customer service and relationship management ensuring that clients receive the highest quality of care and are extremely satisfied. Is responsible for orchestrating, monitoring, and supervising the care and communicating care coordination details to all team members, other providers, and family members. Is also responsible for assisting the scheduler(s) with the preparation of the weekly schedule, covering all requests for service, and resolving scheduling crises in the Lehigh Area

Qualifications:

High School diploma and two years related experience and/or training; or equivalent combination of education and experience. A college degree in a related field is preferred. Knowledge of office procedures and health care also preferred.

Requires proficiency in word processing and computer skills (Office, Excel, & PowerPoint). We will need to master additional software, including Clear Care, Gmail, and Calendars.

Must possess above-average human relations, customer service, problem-solving, and organizational skills. Must be able to work under time pressures and manage multiple demands simultaneously. Extreme attention to detail is essential. Excellent telephone and communication skills are necessary. Must be a team player willing to share information and work cooperatively with other members of the management team and caregiving staff.

Essential Functions:

• Answers potential client inquiries whether made via phone or web and sells and qualifies them for home visits.
• Schedules shifts and hours by matching caregiver qualifications and availability to client’s needs.
• Proactively manages the ongoing internal sales process/client relationship for existing clients, including problem resolution, upselling, quality assurance, anticipating needs, advising families, directing field staff, detailing GTCs, following up after new field staff is assigned, and the like. Conducts client recovery activities for deactivations, hospitalizations, hours reductions, and canceled hours. Responsible for ensuring that clients value our services as outstanding.
• Coordinates care with the Client Services team, external ICC, family members, and other care providers. Communicate service changes to the Bookkeeper to ensure correct billing & deposits.
• Tracks scrutinizes, and processes all daily care notes and client notebooks on a weekly basis. Initiates care coordination process based on information gathered in the notes with the necessary parties' including the External ICC.s, and documents accordingly
• Edits current Guides to Care documents regularly with input from clients, families, field staff, and other team members.
• Follows all office communication and documentation protocols to ensure excellent service to clients, staff, and potential and inactive clients, including campfire (HHA, Microsoft Teams)
• Supports the scheduler in resolving scheduling challenges, calling schedules and shifts, entering new client and caregiver information into our scheduling system as well updating info.
• Conducts the client de-activation and re-activation processes. Modifies all reminders for all on-going sales efforts to reflect new status.
• Participates in formal and impromptu management meetings and in developing systems to improve care coordination, client satisfaction, employee performance and retention and office operations. Submits accurate weekly metrics/Accountability reports to the general manager. Completes dashboard entries as required.
• Assists the other members of the management team as needed. Completes special projects as assigned.

This job description is not intended to be all-inclusive. The employee will be expected to perform other reasonable related duties as assigned.

Working Environment:

Office environment.

Position Physical Demands:

Walking, sitting, and standing with lifting limited to files and records typically not expected to exceed 5 pounds in weight. Extended time at a computer work screen and on the telephone

Job Type: Full-time

Pay: $13.50 - $15.50 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• Office

Education:

• High school or equivalent (Preferred)

Experience:

• Caregiving: 2 years (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Relocate:

• Lehigh Valley, PA: Relocate before starting work (Required)

Work Location: On the road