Service Coordinator

Service Coordinator

HopeTree Family Services Bon Air, Virginia, United States

About this position

Job Title: Service Coordinator

Department: DDM

Reports To: Senior Service Coordinator

FLSA Status: Hourly; Non-Exempt

Revised Date(s): October 6, 2026

Summary: The Service Coordinator performs assigned person-centered service-coordination activities, including ISP-related work, authorizations, documentation follow-up, admissions and transitions, and partner communication. Familiarity with WaMS, ISPs, Part V documentation, authorizations, or similar systems is preferred at hire; proficiency is developed through training. The position is cross-trained in billing and payee-related functions for continuity. This position does not supervise DSPs or group-home staff.

Experience & Education: Bachelor's degree in human services, social services, healthcare administration, business, or a related field is preferred. An associate degree or equivalent combination of education and relevant experience may be considered. Experience supporting individuals with intellectual or developmental disabilities, residential services, case management, service coordination, benefits, healthcare administration, or related work is preferred. Familiarity with WaMS, ISPs, Part V documentation, service authorizations, or comparable IDD systems is preferred, but full proficiency is not required at hire. The successful candidate must be willing and able to complete training and demonstrate proficiency in required systems and backup functions.

Essential duties include the following. Other duties may be assigned as needed.

Service Coordination and ISP Support

• Perform assigned service-coordination activities under the direction of the Senior Service Coordinator.
• Develop and maintain proficiency in WaMS, ISP requirements, Part V documentation, service authorizations, and related processes.
• Assist with preparation, entry, submission, tracking, and follow-up of authorizations and ISP/Part V documentation.
• Support admissions, enrollment, transitions, discharge planning, trackers, records, and stakeholder follow-up.

Cross-Training and Backup Coverage

• Participate in structured cross-training in enrollment, billing support, patient pay, Medicaid renewals, representative-payee reporting, ABLE accounts, MES, and related functions.
• Complete assigned backup duties under Senior Service Coordinator guidance and maintain competency to support absences, vacancies, or high workload.
• Use established procedures, internal controls, and confidentiality requirements when handling financial or benefits information.

Residential Collaboration and Documentation Quality

• Collaborate with residential leadership and group-home staff to support implementation of each individual’s ISP; this position does not direct, supervise, discipline, schedule, or evaluate DSPs or residential staff.
• Provide education, technical assistance, and coaching regarding ISP goals and the relationship between services delivered and DSP progress notes.
• Review or sample assigned progress notes and other documentation to assess whether documentation addresses applicable ISP goals and objectives and supports services provided.
• Identify documentation gaps or inconsistencies, communicate them to the Senior Service Coordinator and appropriate residential leader, and assist with follow-up, training, or remediation.
• Escalate recurring, complex, or significant ISP implementation or documentation concerns through established channels.
• Carry out responsibilities in a professional, timely, effective, and efficient manner.

ADDITIONAL QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business information, required department documentation, policies, procedures and standard operating procedures, and governmental regulations as required. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, employees, and the general public. Needs to be able to communicate effectively through verbal and written mediums.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts as applicable.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of variables in situations where limited standards may exist. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS

Adequate knowledge of Windows processing systems and software (Microsoft Word, Excel, and PowerPoint). Will need the skills to work with Electronic Health records (as applicable), use HRIS system for timekeeping, and use of email. Strong data entry ability.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license, clear DMV record as well as acceptable background record.

PHYSICAL DEMANDS

• Copying, filing, and other record keeping duties require the ability to stand, sit, and move from one position to another easily.
• Computerized record keeping requires the ability to input data from a keyboard quickly and efficiently (use of fingers/ability to feel).
• Close computer work requires clear vision as well as ability to adjust focus when returning to other tasks.
• The ability to move and/or lift up to 50 pounds

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties require working in office and residential environment with moderate noise level, including computers, printers, ringing phones, copy equipment and human voices. Must have the ability to work with ethnically, linguistically, culturally, and economically diverse populations.

ACCEPTANCE OF JOB DESCRIPTION

I hereby acknowledge understanding of the duties outlined above and agree to perform them to the best of my ability. I also understand that my performance will be formally evaluated by my supervisor at least annually and that evaluation will be discussed with me. I have received a copy of this job description and understand and agree to its requirements.

_______________________________ _____________________ __________________

Employee Name Employee Signature Date