Client Care Coordinator - Intake, Training & Quality Assurance

Job Description

Job Description

Location: Bloomfield, NJ; office-based with client home visits across Essex, Passaic, Bergen and Hudson counties

Schedule: Part-time, approximately 20–25 hours per week; flexibility for client visits and case starts

Reporting to: Managing Director / designated Operations Leader

Works closely with: Staffing & Scheduling, Business Support, Recruiting/HR, and the Per-Diem Registered Nurse

POSITION OVERVIEW

We are seeking a proactive, compassionate and highly organized Client Care Coordinator to take day-to-day ownership of our client experience—from initial intake and the first day of care through ongoing case coordination, caregiver support, training and service quality. The successful candidate will be the primary non-clinical point of contact for assigned clients and families, helping ensure that every case is well documented, appropriately staffed, actively monitored and promptly escalated when concerns arise.

KEY RESPONSIBILITIES

1. New Client Intake & Care Launch

• Conduct initial calls and non-clinical intake discussions with prospective clients and families; document routines, preferences, service requests, schedules, home considerations and emergency contacts.

• Coordinate intake visits, service agreements, onboarding documents and handoff to Staffing; arrange RN assessment and approved care-plan instructions when required, before applicable care starts.

• Match client requirements to caregiver availability and fit in collaboration with the Scheduling team; confirm client/caregiver introductions, start dates and first-shift readiness.

• Contact clients/families after the first shift, identify issues early, and confirm that services are meeting expectations.

2. Active Case Coordination & Family Communication

• Act as the designated owner of an assigned caseload, maintaining proactive contact with clients, family representatives and relevant office staff.

• Track changes in needs, schedules, caregiver preferences, service gaps and dissatisfaction; communicate approved changes to the appropriate teams immediately.

• Lead routine client check-ins and non-clinical home visits; keep accurate case notes, outstanding actions and follow-up dates in the agency system.

• Coordinate service adjustments and escalations; refer all changes involving health status, nursing judgments or care-plan modification to the RN/qualified clinician.

3. Caregiver Orientation, Training & Field Support

• Coordinate and deliver agency orientation and non-clinical training on service expectations, communication, professionalism, confidentiality, documentation, timekeeping and incident reporting.

• Organize client-specific caregiver briefings on household routines, preferences and approved service instructions; ensure completion is documented before assignment.

• Work with the RN to schedule any clinical teaching, competency checks, delegated-task instruction or licensed supervision required by law or agency policy.

• Provide field coaching, observe service professionalism and report performance concerns to the appropriate manager and HR.

4. Quality Assurance & Issue Resolution

• Monitor client satisfaction, attendance reliability, service consistency, case documentation and caregiver-client compatibility.

• Receive and document complaints, incidents and service concerns; escalate urgent safety or clinical matters immediately and coordinate timely closure of non-clinical issues.

• Identify patterns behind cancellations, caregiver changes or lost cases and recommend practical service improvements.

• Maintain clear records of client contacts, training completion, quality checks, incident handoffs and resolved actions.

5. Cross-Functional Coordination & Accountability

• Run a concise case-status handoff with Scheduling and Business Support covering new starts, open service issues, caregiver readiness and upcoming visits.

• Maintain an accurate, current caseload tracker with named owners, next actions, due dates and escalation status.

• Keep leadership informed of meaningful developments in real time; do not allow urgent case issues to remain solely in private messages or informal conversations.

• Support case retention, smooth transitions and continuous operational improvement.

CANDIDATE QUALIFICATIONS

We welcome applicants through any of the following pathways:

• Experienced home care coordinator or client services professional with demonstrated responsibility for intake, family communication and active case follow-up.

• New Jersey-licensed LPN with strong coordination and client service skills; clinical activities remain subject to applicable RN supervision and licensure rules.

• Current nursing student with relevant healthcare, caregiving, home care or care coordination experience and strong organizational skills.

Preferred Qualifications:

• 1–2+ years of home care, private-duty care, senior services, nursing support or related care coordination experience.

• Familiarity with scheduling/CRM systems.

• Reliable transportation for local visits.

• Excellent written and verbal communication.

• Discretion with confidential information.

• Ability to manage several competing priorities without close supervision.

WHAT SUCCESS LOOKS LIKE

• Every new client has a complete administrative intake, clearly assigned coordinator and documented launch checklist.

• Every active case has an up-to-date status, documented family contact and a named next action.

• Caregivers receive documented non-clinical orientation and case-specific information before assignments; clinical training is routed to the RN.

• Client or caregiver concerns are acknowledged promptly, escalated appropriately and followed through to closure.

• Leadership receives a concise weekly report on new starts, client satisfaction, outstanding issues, training and case risks.