Care Coordinator II

EOE Statement We are an equal employment opportunity employer. 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. Description Job Description Touching Angels Healthcare, a Residential Service Agency licensed by the Maryland Department of Health, is hiring a Care Coordinator II for our Ellicott City office. This advancement tier role coordinates the non-clinical operations of our home care services, ensuring clients receive continuous, high-quality caregiver coverage at all times. You will manage an active client and caregiver caseload, serve as the Level 2 escalation point within the department, guide clients through hospital transitions and back home, support staff availability through defined administrative recruiting support tasks, and participate in the weekly on-call rotation as part of the role. The Care Coordination track offers defined advancement to Care Coordination Lead. Duties and Responsibilities Scheduling and Client Services (40%) Manage and maintain caregiver scheduling for an active caseload of clients, ensuring all client service hours are covered at all times, including short notice and emergency coverage Coordinate shift back-fill activities in the event of caregiver tardiness or absence Process schedule changes, caregiver call-outs, and client requests promptly and accurately Document all scheduling activity, client contacts, and caregiver updates in AxisCare, and keep client schedules and employee availability data current and accurate Conduct regular check-ins with clients and caregivers to monitor service quality and satisfaction Manage inquiry calls from clients, client families, authorized representatives, and caregivers Escalation and Problem Solving (20%) Serve as the Level 2 escalation point for care coordination issues that exceed Level 1 resolution capacity De-escalate client, caregiver, and family concerns using professional and empathetic communication Identify and resolve recurring scheduling gaps, coverage patterns, or caregiver performance concerns, escalating unresolved matters with full documentation Keep leadership informed of any employee or client incident and support resolution of identified problems Client Transitions and RN Visit Coordination (15%) Monitor the status of clients admitted to the hospital to ensure adequate care coordination and a smooth transition back into the home and services Conduct the kickoff call with each new client to establish rapport and confirm a smooth transition into agency services Complete end-of-week calls to confirm weekend PRN coverage for on-call readiness Assist with scheduling RN supervisory visits with clients and confirm the assigned caregiver is present for the visit Coordinate with the RN department on documentary of clinical care changes that affect scheduling; this position performs no clinical evaluation Scheduling/Staffing Support (10%) Support staff availability and roster accuracy by assisting with routine recruiting and onboarding administrative tasks within scheduled work hours Follow up on outstanding onboarding paperwork and documentation for pending caregiver applicants Confirm and reschedule onboarding-related appointments, including orientation and training sessions Forward caregiver referral leads from clients and families to HR for processing Send templated reminders to applicants regarding required next steps in the onboarding process This function is administrative only; it confers no authority to verify credentials, evaluate candidates, or advance applicants, and HR owns the onboarding records and process Team Support and Training (10%) Train and onboard new Care Coordinators in scheduling systems, workflows, and agency protocols as the designated trainer for Care Coordination operations staff Serve as peer resource and subject matter expert for the care coordination team Participate in team huddles and quality improvement initiatives, and update care coordination procedures as directed Documentation, Reporting, and On-Call (5%) Complete daily and weekly operational reports as assigned Flag caregiver compliance items, including in-service hours and certification expirations, to Human Resources for action Participate in the weekly on-call cellphone rotation as an assigned duty of this position, with a thirty-minute response requirement; time actively worked during coverage is recorded and paid as hours worked Report any suspected abuse, neglect, or exploitation immediately in accordance with agency policy and Maryland law Position Requirements High school diploma or GED equivalent; Associate's degree preferred Minimum two years of healthcare scheduling or care coordination experience Demonstrated ability to manage a high-volume caseload in a fast-paced environment Strong de-escalation and communication skills, verbal and written Proficiency in Microsoft Office Suite and ability to learn AxisCare and related scheduling platforms Ability to type and maintain a minimum of 45 words per minute Availability to participate in the weekly on-call rotation Successful completion of a Maryland criminal background check prior to hire Preferred: three or more years of home care or Residential Service Agency care coordination experience; proficiency in AxisCare or a comparable home care platform; experience training or mentoring peers; bilingual (Spanish/English). Other Skills and Abilities Clear, professional written and verbal communication with clients, families, caregivers, and staff Calm, structured problem-solving under time pressure when coverage is at risk Sound judgment on when to resolve a matter and when to elevate it Consistent accuracy in scheduling data and documentation Professional discretion in handling confidential client and employee information Ability to learn and work across multiple software platforms following training Physical Requirements Ability to remain seated at a workstation for extended periods, including multi-screen scheduling environments Visual and auditory acuity sufficient for phone, computer, and in-person communication On-call availability during assigned on-call weeks with a thirty minute response requirement Occasionally lift and carry files or supplies up to 25 pounds Environment Standard professional office environment at our Ellicott City location. This is a fully onsite position during scheduled business hours and is not eligible for remote work. The care coordination desk is a fast paced setting with frequent phone, scheduling, and cross-departmental interaction. Other Duties This posting describes the general nature and level of work performed and is not an exhaustive list of all duties. The employee will perform other duties as assigned by the Operations Manager consistent with the scope and level of the position. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Compensation and Benefits Wage range: $50,000 to $57,000 annually, based on experience and qualifications. On-call rotation participation is part of the role; time actively worked during on-call coverage is recorded and paid as hours worked. Benefits Medical, Dental, and Vision Insurance 401(k) with 2% company match Paid Time Off company-paid Life Insurance Employee Referral Program Equal Opportunity Touching Angels Healthcare is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law. Position Care Coordinator II Number of Openings 1 Open Date 9/30/2026 Location Howard County-Ellicott City About the Organization At Touching Angels, we strive to touch lives, one day at a time. Our mission is to provide each of our clients with the best care possible while building relationships our clients can trust. WE PRIDE OURSELVES IN VALUING: Teamwork, Family, Philanthropy, Accountability This position is currently accepting applications. #J-18808-Ljbffr