Client Services & Growth Coordinator

Client Services & Growth Coordinator

We are seeking a relationship-oriented, highly organized Client Services & Growth Coordinator to support agency growth and provide excellent service throughout the client relationship. This position combines referral development, prospective-client intake, ongoing client support, and administrative coordination. The Coordinator will build relationships with community referral sources, respond to prospective clients and families, support existing clients, and coordinate non-clinical follow-up with the Administrator and Supervising RN. This is a non-clinical position and does not include clinical assessment, decision-making, or nursing advice.

Key Responsibilities

Growth & Referral Development

• Build and maintain relationships with referral sources, including senior living communities, healthcare providers, social workers, case managers, rehabilitation facilities, and community organizations.
• Conduct regular field visits and represent the agency at community and networking events.
• Follow up on prospective-client inquiries.
• Document referral-development activity using established agency systems.

Client Intake & Follow-Up

• Respond to prospective clients, families, and referral sources promptly and professionally.
• Gather preliminary information about client needs, requested services, schedules, and other intake requirements.
• Explain agency services and coordinate next steps with the Administrator and other appropriate team members.
• Maintain follow-up with prospective clients through assessment and start of service.

Ongoing Client Services

• Maintain regular communication with existing clients and families as assigned.
• Respond to routine client questions, service concerns, and changing needs.
• Monitor client alerts during assigned working hours and contact clients, families, or caregivers according to agency procedures.
• Document client contacts and promptly escalate health, safety, caregiver, or service concerns to the Administrator, Supervising RN, emergency services, or other appropriate party according to established protocols.
• Support client satisfaction and retention through timely communication and follow-up.

RN & Operational Support

• Assist the Supervising RN with non-clinical coordination and follow-up, such as contacting clients and families, scheduling or confirming visits, coordinating communications, obtaining requested information, and addressing logistical needs.
• Support communication among clients, families, caregivers, the Supervising RN, and agency management.
• Maintain accurate and timely documentation in agency systems.
• Provide other non-clinical administrative and operational support related to client services and agency growth as needed.

Qualifications

• Strong interpersonal, communication, organizational, and follow-through skills.
• Experience in sales, business development, client services, healthcare, senior services, home care, senior living, or a related field.
• Ability to communicate professionally with older adults, families, healthcare professionals, and community partners.
• Comfortable managing multiple priorities and responding appropriately to time-sensitive client concerns.
• Comfortable using technology for communication and documentation.
• Reliable transportation and ability to travel locally.

Preferred

• Existing relationships with healthcare, senior-living, or senior-services referral sources in the Baltimore area.
• Experience with home care, senior living, healthcare admissions, community relations, healthcare sales, or client intake.
• Experience working with nurses, social workers, care managers, or other healthcare professionals.

Schedule & Compensation

• Approximately 24 hours per week
• $25/hour, W-2
• Approved business mileage reimbursed according to agency policy
• Schedule generally includes a combination of field referral-development activities and office/remote time devoted to intake, client support, and follow-up.

Performance Incentives

• $150 when an attributable new client begins service and completes the first 40 billable hours.
• $250 for a larger ongoing case with 25+ hours of service per week, after completion of the first 40 billable hours.
• $500 quarterly bonus for achieving at least 90% of the established growth goal.
• $1,000 quarterly bonus for achieving 100% of the established growth goal.

Performance will be evaluated based on referral development, client acquisition and retention, responsiveness, documentation, follow-through, and achievement of established growth goals.

Future Growth

As the agency grows, this position may expand in hours, compensation, responsibilities, and leadership opportunities.

Flexible work from home options available.

Compensation: $25.00 per hour