Client Care Coordinator

Job Description

Job Description

Client Care Coordinator

Senior Helpers of Baltimore & Central Maryland

Position Overview

Help families choose the right home care and build relationships that last. Senior Helpers is seeking a Client Care Coordinator who combines compassionate client service, consultative sales and disciplined follow-through.

You will own an assigned portfolio of client relationships across Baltimore and Central Maryland, guiding families from their first inquiry and assessment through enrollment, a successful start of care, ongoing service, retention and responsible growth. You will understand client needs, recommend appropriate services and hours, explain our value and rates, and help families make informed decisions.

Reporting to the Director of Operations, you will exercise independent judgment on routine non-clinical matters and coordinate closely with scheduling, nursing, caregivers and business development. This is a hands-on, office-based role with regular local travel for assessments and client visits.

Key Responsibilities

Consultative Assessments & Client Enrollment

• Respond promptly to qualified inquiries and maintain consistent, organized follow-up until care begins or an outcome is documented. Nurture prospects who are not ready to start and reconnect with former clients when renewed care may meet their needs.
• Conduct non-clinical assessments, including Senior Helpers LIFE Profile assessments, in homes, facilities and other approved settings. Understand routines, preferences, support needs, safety considerations, family expectations and urgency.
• Recommend appropriate services, schedules and care hours. Present service options, rates and agreements within approved parameters, address questions and objections, and guide qualified families through enrollment.

Client Relationships, Retention & Growth

• Serve as the primary non-clinical relationship owner for assigned clients and families, maintaining proactive communication and accountability for their experience.
• Lead caregiver introductions, first-day and first-month follow-up, client visits, wellness check-ins and satisfaction outreach, including Net Promoter Score (NPS). Complete quarterly and event-driven non-clinical reassessments and required service-plan updates.
• Monitor satisfaction, utilization, lost or reduced service hours and retention risks. Resolve routine concerns, coordinate service recovery and follow through until issues are addressed.
• Recommend service adjustments, additional recurring hours or reactivation of care when changing needs, care transitions and client or family goals support them.

Service Planning & Coordination

• Develop and maintain client service plans with agency leadership and clinical staff. Coordinate timely service starts, transitions of care and responsive action across scheduling, nursing and caregivers.
• Coordinate service agreements, authorizations, payer-program documentation and onboarding requirements so clients can begin and continue services smoothly.
• Prioritize routine client needs and make non-clinical service and follow-up decisions within delegated authority. Promptly escalate clinical concerns, safety risks, serious complaints and matters outside approved authority.

Documentation, Results & Teamwork

• Maintain accurate, timely client, pipeline, assessment, conversion, census, service-plan and retention records in WellSky and other approved systems, including required assessment and Client Retention Dashboard updates.
• Review conversion, satisfaction, utilization, lost-hour and retention trends. Recommend improvements, track follow-through and contribute to pipeline, census and case-coordination meetings.
• Support billing preparation, routine client-account questions, quality assurance, audit readiness and completion of required assessments and visits.
• Partner with business development on referral opportunities and smooth client handoffs. Share insight about lead quality and conversion barriers, and represent Senior Helpers professionally with families and community partners.
• Protect confidential information and follow Senior Helpers standards, HIPAA requirements, agency policies and applicable Maryland regulations. Clinical assessments and decisions remain with appropriately licensed personnel.

Qualifications

• One to three years of relevant experience preferred in home care, healthcare, senior services, admissions, care coordination, consultative sales, client services or account management.
• Demonstrated ability to assess needs, present solutions, guide decisions, manage relationships and resolve concerns. Experience working with seniors and families is strongly preferred.
• Comfort discussing service options and pricing, following up consistently and taking ownership of both client experience and business results.
• Strong communication, organization, problem-solving and follow-through, with sound judgment and the ability to manage competing priorities.
• Proficiency with Microsoft Office and comfort using healthcare, CRM or scheduling systems. WellSky experience is preferred.
• Bachelor’s degree preferred in healthcare administration, social work, gerontology, human services, business, nursing, sales or a related field.
• Valid driver’s license, current automobile insurance, reliable transportation and ability to travel locally for assessments and client visits.

What Success Looks Like

Timely assessments and lead follow-up; qualified inquiries converted into appropriate care; strong client satisfaction and retention; appropriate growth in recurring service hours; accurate documentation; effective service recovery; and sound judgment and teamwork. Goals and portfolio priorities will be established with leadership and reviewed during the first 30, 60 and 90 days.

Position Details

• Full-time, exempt position.
• Competitive salary based on experience.
• Reports to the Director of Operations. No direct supervisory responsibilities.
• Office-based with regular local travel across Baltimore and Central Maryland and reasonable schedule flexibility for prospective-client and active-client needs.

Senior Helpers Mission & Values

Our mission is to ensure a better quality of life for our clients and their families by providing dependable, affordable care and peace of mind.

Our core values are Integrity Without Compromise, Improve Quality of Life, Open & Effective Communication, Positive Attitude, Continuous Advancement and Celebrate Life.

Senior Helpers is an Equal Opportunity Employer committed to fostering an inclusive, respectful and professional workplace.