Client Service Coordinator

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Bonus based on performance
• Competitive salary
• Opportunity for advancement
• Paid time off

Company Description: Visiting Angels has been providing compassionate in-home senior care to families across the United States since 1998. Through a nationwide network of franchised home care agencies, the organization focuses on helping older adults continue to live safely and comfortably in their own homes. Visiting Angels is committed to delivering reliable, personalized care services that support both clients and their families. The agency aims to offer peace of mind by matching care recipients with dedicated caregivers and maintaining high standards of service. Team members are encouraged to uphold a culture of respect, dignity, and empathy in every interaction.

Position purpose: The Client Service Coordinator is a full-time, on-site role based in Marshfield, MA. This position is responsible for coordinating client services, including managing inquiries, scheduling caregiver visits, updating care plans, and ensuring that service delivery meets company standards. Day-to-day tasks include communicating with clients and families, responding to service requests, supporting caregivers with scheduling and assignments, and maintaining accurate records in office systems. The role also involves handling administrative tasks such as documentation, data entry, and follow-up calls, as well as supporting basic sales activities by explaining services and assisting with intake for new clients. The Client Service Coordinator works closely with office leadership and care teams to promote a positive client experience and smooth office operations.

ESSENTIAL FUNCTIONS:

· Serve as the primary point of contact for client’s communication

· Manage all aspects of client care needs including conducting and scheduling initial assessments in the client’s home or in places where care will be delivered to develop a care plan, home safety check, assess client’s schedule needs and level of care required

· Document and update clients and caregivers in Clear Care accounts

· Process and track all clients’ and caregivers’ leads in our lead systems

· Collect client’s agreement and review for completeness and communicate with clients as needed

· Participate in and coordinate on-call phone coverage issues to resolve any issues that can arise

· Schedule caregivers as needed and help cover fill-in & emergency shifts as needed in concert with the scheduler

· Hire, onboard, orient, schedule, evaluate and help retain caregivers by reducing turnover

· Work in collaboration with scheduler and marketer to match caregivers to clients

· Develop Plan of Care in accordance with client needs and wishes; update as warranted.

· Conduct supervisory visits in the home and ensure that services are provided in accordance with the Plan of Care.

· Perform client reassessments quarterly or as needed

· Resolve complaints, incidents, including billing, monitor & evaluate client and employee satisfaction

· Maintain absolute confidentiality of information pertaining to employees, clients and clients’ families.

· Maintain a high level of professionalism and demeanor and respond to emergency situations professionally and calmly.

· Practice good time management, problem solving, follow instructions and complete work assignments.

· Demonstrate self-motivation, self-direction, organizational skills, flexibility and the ability to coordinate multiple tasks simultaneously.

· Agree to be on the agency’s on-call rotation list

· Build and maintain strong relationships with clients, client’s family members and caregivers through frequent communication and addressing concerns promptly.

· Strictly comply with all laws, rules and regulations.

· Provide timely and effective feedback to management.

· Demonstrate a strong commitment to client service excellence.

QUALIFICATIONS, REQUIRED JOB KNOWLEDGE AND SKILLS:

· Degree or associate degree in a health care or related field or social work and two years of supervisory experience in homecare ideal

· Clinical professional licenses such as License Practical Nurse (LPN) or Certified nursing Assistant (CNA) preferred but not a required

· Prior experience in home care, medical office administration, or social services in an office setting with home visit experience preferred

· Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook) required

· Ability to plan, organize, prioritize, and accurately complete work activities within specific deadlines while appropriately managing interruptions.

· Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations.

· Present a well-groomed image that reflects the professionalism of the business.

· Ability to listen and communicate clearly, fluently, diplomatically – both orally and in writing.

· Work independently and proactively with minimal direction and/or supervision

· Strong interpersonal and problem-solving skills

· Excellent phone etiquette and customer service skills and strong multitasking

· Knowledge of healthcare industry-related software such as WellSky and ClearCare a plus

· Prior experience in Sales or Marketing background a plus

· Ability to lawfully work in the U.S.

PHYSICAL/ENVIRONMENTAL DEMANDS:

· Combination of sitting, standing, bending, reaching, stretching, stooping, walking, driving, climbing stairs and moving during working hours.

· Must have valid Mass. Driver’s license and willing to drive company’s car from clients to clients

· Must be able to lift at least 50 lbs., if working with clients.

· Must be able to properly operate office equipment incusing fax and copy machine etc.

· Successful completion of background testing, CORI, drug and alcohol testing etc.

Benefits:

· Competitive pay

· Immediate bonus for each client lead converted

· 401K

· Annual bonus based on billable hours and performance

· Paid time off

· Earned Sick time

· Family and Medical leave

· Bereavement

· Opportunity for growth

· Supportive management team

Salary commensurate with experience.

Retired nurses are encouraged to apply.