Care Coordination & Administrative Assistant

Job Description

Job Description

Benefits:

• Exceptional support team
• Fun, supportive, and safe working environment
• Rewards and recognition programs
• Comprehensive paid training
• Competitive salary
• Flexible schedule

Are you compassionate, dedicated, and dependable? Do you love to go above and beyond to help others?
At FirstLight® Home Care, we’re dedicated to hiring the kind of people we would trust with our own families. We’re currently searching for quality caregivers who are committed to making a difference in the lives of others. For these folks, caregiving is not just a job – it’s a calling.

When we find these amazing professionals, we believe in taking really good care of them because extraordinary caregivers are the heart and soul of our company. They help us live out our mission every day by providing first-class personal service to our clients so that they may enjoy warmth, independence, and relaxed comfort in the place they call home.

Job Summary: 
This individual will be responsible for coordinating and maintaining schedules for FirstLight Home Care clients and staff.

The Scheduling & Intake Coordinator supports the daily operations of our home care agency by helping manage caregiver schedules, responding to phone calls and inquiries, following up with prospective clients, assisting with caregiver recruitment, and maintaining accurate records.

This position is ideal for someone who is highly organized, dependable, comfortable communicating by phone and video, and able to manage multiple priorities in a fast-paced home care environment.

The primary goal of this position is to help ensure that clients receive reliable care, caregiver schedules remain properly coordinated, new inquiries receive prompt follow-up, and qualified caregiver candidates move efficiently through the hiring process.

Key Responsibilities

1. Scheduling & Care Coordination

• Manage and maintain caregiver schedules.
• Match available caregivers with client schedules based on availability, location, skills, and client needs.
• Communicate schedule changes with caregivers, clients, families, and the care coordination team.
• Assist with finding coverage for open shifts, caregiver call-outs, vacations, and schedule changes.
• Confirm upcoming shifts when necessary.
• Identify potential scheduling conflicts and communicate them to management promptly.
• Maintain accurate scheduling information in the agency's scheduling system.
• Follow up with caregivers regarding availability and additional hours.
• Escalate urgent scheduling or client-care concerns to management when appropriate.

2. Phone & Client Communication

• Answer and make routine business phone calls professionally and courteously.
• Respond to general inquiries from prospective clients, caregivers, and existing clients.
• Take accurate messages and route clinical, billing, complaint, or management matters to the appropriate team member.
• Follow up with prospective clients by phone, text, or email as directed.
• Help schedule initial home assessments.
• Confirm appointments with prospective clients and families.
• Document communication and follow-up activities accurately.

3. New Client Intake Support

• Respond promptly to new home care inquiries.
• Collect basic information regarding the prospective client's care needs, location, schedule, anticipated start date, and contact information.
• Explain basic agency services and the intake process using approved information.
• Schedule qualified prospects for an assessment with the appropriate team member.
• Conduct follow-up calls with prospects who have not yet made a decision.
• Maintain accurate lead status and follow-up notes in the CRM.
• Notify management promptly of urgent or high-potential inquiries.
• Support a smooth transition from initial inquiry to assessment and service start.

4. Caregiver Recruiting & Virtual Interviews

• Contact caregiver applicants.
• Conduct initial virtual screening interviews using the agency's approved interview questions.
• Review basic qualifications, work experience, availability, transportation, preferred service area, and schedule expectations.
• Identify candidates who may be a good fit and recommend them for the next step.
• Schedule second interviews, orientations, or meetings with management.
• Follow up with candidates regarding required documents and next steps.
• Maintain accurate recruiting records.
• Communicate professionally with candidates throughout the hiring process.

5. Administrative Support

• Maintain accurate information in scheduling, CRM, recruiting, and other agency systems.
• Perform routine data entry and documentation.
• Organize electronic records and administrative information.
• Prepare basic reports or lists as requested by management.
• Assist with appointment reminders and follow-up tasks.
• Support the management and care coordination teams with routine administrative projects.
• Maintain confidentiality of client, caregiver, applicant, and company information.

What This Position Does NOT Independently Handle

Unless specifically authorized and trained, the Scheduling & Intake Coordinator should not independently:

• Make clinical decisions or provide nursing advice.
• Change a client's care plan.
• Promise services or caregiver availability before confirmation.
• Quote or negotiate rates outside approved agency guidelines.
• Resolve serious client complaints without management involvement.
• Make final hiring or termination decisions.
• Make decisions regarding insurance authorization or changes in authorized service hours.

These matters should be escalated to the appropriate manager or clinical team member.

Qualifications

Required

• Strong verbal and written English communication skills.
• Excellent organizational and time-management skills.
• Professional and comfortable communicating by telephone, text, email, and video.
• Ability to handle multiple schedules and priorities simultaneously.
• Strong attention to detail.
• Comfortable learning scheduling, CRM, and other online systems.
• Reliable internet connection and appropriate remote workspace.
• Ability to maintain confidentiality.
• Dependable and responsive during scheduled working hours.

Preferred

• Previous experience in home care, senior care, healthcare, staffing, recruiting, customer service, or scheduling.
• Experience coordinating employee schedules.
• Experience conducting phone or virtual interviews.
• Experience working with CRM or healthcare scheduling software.
• Experience communicating with older adults, families, and caregivers.

Key Performance Expectations

Performance will be evaluated based on measurable results, including:

• Timely response to new client inquiries.
• Percentage of open shifts successfully covered.
• Accuracy of caregiver and client schedules.
• Timeliness of communication regarding schedule changes.
• Number of qualified leads successfully scheduled for assessments.
• Consistency of prospect follow-up.
• Number and quality of caregiver screening interviews completed.
• Accuracy and completeness of documentation.
• Responsiveness to caregivers, clients, and management.
• Professionalism and reliability.

Ideal Candidate

The ideal candidate is someone who enjoys solving problems and helping people. They should remain calm when schedules change, communicate respectfully with caregivers and families, and take ownership of following tasks through to completion.

We are looking for someone who does not simply wait for instructions but recognizes outstanding tasks, follows up appropriately, communicates problems early, and helps keep the agency organized.

Because this is a home care environment, schedules and client needs can change quickly. The successful candidate will be patient, resourceful, detail-oriented, dependable, and comfortable working in a fast-moving environment.

Primary Purpose of the Role

Keep our schedules organized, respond to new opportunities quickly, support caregiver recruitment, and allow our care coordination and management team to spend more time serving clients and developing referral relationships.