Client Services & Scheduling Coordinator

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance

Care Coordinator/Bilingual Wrapped N Love Home Care LLC Guided by Heart. Committed to Raising the Standard of Excellence in Care. Position Overview Wrapped N Love Home Care is seeking a highly organized, accountable, and client-focused Care Coordinator to manage the full lifecycle of client services following referral acceptance. This position plays a critical operational role within the agency and is responsible for ensuring that all services are delivered safely, consistently, and in compliance with state requirements, payer expectations, and the agency’s Diamond Standard of Care. The Care Coordinator oversees client case management, care planning, scheduling alignment, documentation compliance, service quality monitoring, risk identification, and overall coordination of care. This role requires a professional who can manage multiple cases simultaneously while maintaining strong communication with clients, families, caregivers, service coordinators, and internal leadership. This position operates in a KPI-driven environment where documentation accuracy, compliance readiness, and service quality are core expectations. Primary Responsibilities The Care Coordinator manages all active client cases and maintains accurate, real-time updates for admissions, service start dates, hospitalizations, changes in condition, care plan updates, reassessments, and wellness checks. The coordinator conducts assessments and reassessments as required and develops individualized care plans that accurately reflect the client’s needs, functional abilities, and authorized services. Care plans must remain current and aligned with services being delivered by caregivers. The Care Coordinator ensures services are delivered according to approved authorizations and monitors service units to prevent underutilization, overutilization, and service disruptions. When service adjustments are needed, the coordinator works with the appropriate payer or service coordinator to request increases, decreases, or appeals when necessary. For waiver clients, the Care Coordinator confirms program eligibility status and monitors renewal timelines to prevent service interruption. The coordinator proactively identifies expiring eligibility requirements and guides clients and families through the documentation and renewal process when necessary, recognizing that eligibility renewals through the County Assistance Office may take up to ninety days depending on client responsiveness. The coordinator ensures that client eligibility remains active and that services remain authorized and compliant. The Care Coordinator maintains responsibility for ensuring that schedules align with authorized service hours and client needs. This includes updating schedules within the agency system, ensuring that services are properly assigned, and verifying that scheduling changes are documented accurately. The coordinator ensures that authorized service hours are utilized appropriately and works to prevent service gaps, missed visits, and disruptions to continuity of care. Daily oversight includes monitoring electronic visit verification activity to ensure caregivers are clocking in and out correctly, visits are verified, and documentation aligns with services delivered. The Care Coordinator reviews missed punches, late punches, and visit verification issues and follows up with caregivers when corrective action is required. The coordinator documents all scheduling changes, call-outs, missed shifts, and corrective actions in the agency system as part of the official operational record. Maintaining strong EVV compliance and protecting the agency’s compliance percentage with state requirements is a core responsibility of this role. The Care Coordinator conducts routine quality monitoring through wellness checks and field visits. Field visits are used to confirm that caregivers understand the care plan, are following professional standards, and are providing services according to agency expectations. These visits also provide opportunities for coaching, reinforcing best practices, and identifying potential service risks early. For private pay clients, the coordinator is required to complete a bi-weekly in-home visit to confirm service quality and client satisfaction. In addition, private pay reassessments must be completed every thirty days to ensure that services remain appropriate and aligned with the client’s plan of care. The Care Coordinator manages incident reporting and complaint resolution. All client concerns, service complaints, or care issues must be documented, investigated, and addressed through a structured corrective action process. Events that require formal reporting, including hospitalizations, missed visits, alleged abuse or neglect, theft, exploitation, fraud, or other reportable incidents, must be identified immediately and documented in accordance with agency and regulatory requirements. The coordinator is responsible for submitting required reports within required timelines and ensuring that follow-up documentation and corrective actions are completed. The Care Coordinator ensures that all client files remain compliant, complete, and audit-ready. This includes maintaining accurate documentation, conducting annual client binder audits, and ensuring that documentation remains aligned with payer requirements and state regulations. The coordinator reviews internal reports related to expiring authorizations, unbilled visits, and unbalanced visits and works proactively to resolve documentation or service discrepancies before billing cycles. Client satisfaction is an essential component of this role. The Care Coordinator conducts client satisfaction calls and supports the agency’s satisfaction monitoring process by collecting feedback, identifying service concerns, and implementing improvements where needed. The coordinator also assists with distributing client communication materials such as newsletters or informational updates when required. This role requires consistent CRM documentation. All client communication, case updates, service changes, incident documentation, and corrective actions must be recorded accurately within the agency’s systems. Proper documentation ensures compliance, protects the agency during audits, and supports operational accountability. The Care Coordinator participates in internal quality management and performance review meetings. During these meetings, the coordinator may be required to present trends related to client satisfaction, service disruptions, incident patterns, hospitalization causes, or other operational risks and contribute to agency improvement initiatives. Performance Expectations This role operates within a metrics-driven environment. Performance is evaluated based on documentation accuracy, compliance readiness, service quality monitoring, EVV compliance rates, client satisfaction outcomes, authorization utilization accuracy, and responsiveness to service issues. The Care Coordinator must demonstrate strong time management, accountability, and proactive communication while managing multiple cases and priorities. Compensation Hourly rate: $21–$24 per hour based on experience. Rotational weekend on-call coverage is required. On-call coverage is structured as availability support for client and caregiver needs. Additional work performed during on-call coverage must be documented according to agency procedures. Work Schedule Primary schedule is Monday through Friday during standard office hours. Rotational weekend coverage may be required to support client service continuity. When weekend coverage is scheduled, adjustments to the weekly schedule may be coordinated in advance with leadership. Qualifications Candidates should have experience in home care, healthcare coordination, or case management. Strong organizational and communication skills are required, along with the ability to manage multiple client cases simultaneously. Experience working with electronic documentation systems and maintaining compliance documentation is strongly preferred. Candidates must demonstrate professionalism, accountability, and the ability to operate within a fast-paced service environment. About Wrapped N Love Home Care Wrapped N Love Home Care is committed to delivering compassionate, high-quality care while maintaining strict standards for professionalism, compliance, and service excellence. Our Diamond Standard philosophy ensures that every client receives personalized support that prioritizes safety, dignity, and continuity of care. Our team members play a vital role in upholding these standards while supporting the families and communities we serve. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Our agency is built with love and compassion. We treat our clients as if they were our own loved ones. That's why we go the extra mile to provide 24-hour comfort; we enjoy doing it. Our services keep our clients engaged in life mentally, emotionally, physically, and socially - which makes a difference in their well-being. We bear gifts of integrity, respect, and loyalty as the families we serve are all that matter. Our founder is Latifah Bolds. With more than a decade of clinical experience in hospitals and medical practices, they offer the reliable and professional home care services families need for convenience and health. Wouldn't you like to work with a clinician-owned agency that shows the same love and respect for clients as for its caregivers? As a leading agency in a rapidly growing field, we have an ongoing need for new caregivers such as certified nursing assistants (CNAs) and home health aides (HHAs).