Scheduler

Job Position: Patient Care Coordinator

Location: Farmington Hills, MI 48336

Pay Rate: $21.00 - $25.00/hr

Shift: Typical business hours

Compensation & Additional Information
• Pay Range: $21.00-$25.00 per hour (based on experience, education, and certifications)
• Assessment bonus opportunities
• Rotating after-hours on-call compensation, as applicable
• Emergency in-home client coverage required only on an exception basis

The Care Coordinator is responsible for coordinating client care services, managing caregiver schedules, overseeing new client intake and follow-up, and supporting after-hours operations to ensure continuity of care. This position serves as the primary liaison between clients, families, caregivers, referral sources, and the office team to deliver exceptional customer service and maintain quality care.

Essential Duties:
• Respond promptly to all new client inquiries received by phone, website, or referral partners.
• Conduct initial screenings to determine client needs and schedule in-home assessments and contact new leads immediately and send follow-up emails when phone contact is unsuccessful.
• Maintain ongoing follow-up with prospective clients at one week, 30, 60, and 90 days until services begin or the lead is closed.
• Document all client communications, assessments, and outcomes in the agency's operating system.
• Coordinate the transition of new clients from intake through the start of services.
• Maintain accurate client, prospect, and referral records.
• Coordinate daily caregiver schedules to ensure all client shifts are staffed and monitor for open shifts, call offs and late clients.
• Match caregivers with clients based on skills, availability, experience, and client preferences.
• Respond to schedule changes, caregiver call-offs, hospital discharges, and new service requests.
• Assist HR in maintaining caregiver availability and scheduling profiles as caregiver information becomes available.
• Communicate schedule changes promptly with clients, caregivers, and office staff.
• Serve as a resource for clients, families, and caregivers regarding scheduling and service questions.
• Promote positive caregiver-client relationships through effective communication and caregiver matching.
• Assist with service concerns and help resolve issues in a timely, professional manner.

After-Hours Operations
• Participate in the agency's rotating after-hours on-call schedule. (Typically once a week)
• Respond to urgent client, caregiver, and referral source calls outside normal business hours; which includes coordinating emergency staffing and resolving service concerns to ensure uninterrupted client care.
• Escalate significant operational issues to management when appropriate.
• Document all after-hours activities according to company policy.

Emergency Client Coverage
When necessary to prevent an interruption in client care, the Care Coordinator may provide temporary in-home coverage until a caregiver becomes available.
Responsibilities may include:
• Companionship and supervision
• Assistance with activities of daily living (ADLs)
• Meal preparation
• Light housekeeping
• Medication reminders
• Mobility assistance
• Following the established care plan
Emergency client coverage is expected only in exceptional circumstances.

Qualifications
• High school diploma or equivalent required; Associate's degree or healthcare-related education preferred.
• Experience in home care, healthcare coordination, scheduling, intake, customer service, or related field preferred.
• Excellent organizational, communication, and customer service skills.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Proficiency with scheduling software, CRM systems, Microsoft Office, and electronic documentation.
• Ability to maintain confidentiality and exercise sound judgment.
• Valid driver's license and reliable transportation.