Intake/Scheduling Coordinator

Intake/Scheduling Coordinator

At Home Care of Kentucky INC - Bowling Green, KY 42103

In this dual role, you will be the first point of contact for new clients and a key player in coordinating caregiver and nursing schedules to ensure seamless, compassionate care in the home environment. Job Purpose: The Intake/Scheduling Coordinator plays a crucial role in the initial stages of client interaction at At Home Care of Kentucky. This position is responsible for gathering and processing all necessary information from potential clients, ensuring a smooth and efficient onboarding experience. The Intake Coordinator acts as the primary point of contact for new clients, guiding them through the intake process and setting the foundation for a positive and productive client relationship.

Key Responsibilities:

• Receive and respond to all incoming client inquiries (phone, email, and web forms) in a timely and professional manner.
• Conduct initial client consultations to understand their needs, goals, and eligibility for services.
• Gather and accurately document all required client information, ensuring completeness and confidentiality.
• Accurately enter client data into the company's database and maintain updated records.
• Explain the company's services, policies, and procedures to potential clients clearly and concisely.
• Schedule intake appointments and manage the intake calendar efficiently.
• Collaborate with internal teams to ensure a seamless transition of client information and facilitate the onboarding process.
• Follow up with clients as needed to gather missing information or answer any questions.
• Maintain organized and easily accessible client files, both physical and electronic.
• Identify and escalate any potential client issues or concerns to the appropriate team members.
• Contribute to the continuous improvement of intake processes and procedures.
• Stay informed about industry best practices and regulations related to client intake.
• Perform other related duties as assigned.

Scheduling Responsibilities:

• Assists with maintaining a complete and accurate visit schedule, tracking staff and availability, cancellations, late arrivals and/or early departures from assigned shifts, fully utilizing assigned scheduling software.
• Monitors electronic clock-ins and clock-outs for field staff, addresses missed clocks, and troubleshoots as needed.
• Finds replacements for staff that call in sick or are unable to work as needed.
• Verifies all weekend shifts on Friday to assure that all needs for the weekend are addressed as needed.
• Recruits and assists in the hiring process and orientation process when warranted.
• Assists in coaching employees as needed.
• When on-call, uses every effort to find staff when there is a need, keeps a log of events including employee availability, employee issues, problems with staff or client concerns as needed.
• Understands and resolves concerns from clients in a positive and professional manner.
• Maintains good communication with all personnel, supervisory staff, and all departments.
• Assists with ensuring staff continuing education is completed, as needed.
• Assists the Billing Department with verification and timely submission of information necessary to bill.
• Reports all Critical Incidents, injuries, leave requests, or any other unusual situations to the appropriate contact personnel immediately and assists if requested.
• Understands and assures adherence to all organizational and external policies, procedures, and processes (administrative, personnel, etc.). Seeks guidance and further clarification of organizational policies, procedures, and processes when uncertainty/confusion arises.
• Always maintains a professional appearance. Follows dress code policy requirements.
• Maintains confidentiality of information related to business practices, business activities and personnel, including such information also covered under HIPAA regulations.
• May assist with admissions, field staff supervisory visits, and field staff training.

Required Education: LPN licensure

Preferred Experience: 1 year of experience in a customer service or administrative role and/or in home care. Experience with data entry and record keeping. Experience with scheduling and appointment setting.

Required Skills and Abilities: Excellent communication and interpersonal skills. Strong organizational and time management skills. Ability to multitask and prioritize tasks effectively. Proficiency in Microsoft Office Suite (Word, Excel, Outlook). Ability to work independently and as part of a team. Ability to maintain confidentiality and handle sensitive information. Ability to learn new software and systems quickly.