Office Coordinator

Job Description

Job Description

Position Summary  

The Office Coordinator supports the daily administrative and communication functions of the Elite Home Healthcare LLC office. The position serves as a primary point of contact for incoming calls, visitors, patients, caregivers, employees, referral sources, vendors, and other individuals communicating with the Company.

The Office Coordinator is responsible for ensuring incoming communications are appropriately identified, prioritized, routed, and followed through while also supporting the day-to-day administrative needs of the office. The position plays an important role in keeping communication organized across departments and helping ensure calls, messages, referrals, concerns, and other requests do not fall through the cracks. 

Elite Home Healthcare will maintain an Office Coordinator in both the Greenfield and Bedford offices. The Coordinators will be cross-trained to provide coverage and support across locations while maintaining consistent communication, documentation, and service standards. 

Key Responsibilities  

Incoming Calls & Communication  

• Serve as a primary point of contact for incoming calls and general Company communications. 
• Answer calls professionally, warmly, and efficiently while identifying the reason for contact. 
• Determine the appropriate department or team member responsible for addressing the caller's needs. 
• Transfer and route calls accurately and provide relevant information to the receiving department when appropriate. 
• Assist callers with general questions when the information is within the scope of the position. 
• Maintain working knowledge of departmental responsibilities, internal contacts, extensions, workflows, and escalation procedures. 
• Provide cross-office phone and communication coverage when needed. 

Call Triage & Prioritization  

• Identify incoming communications requiring immediate or expedited attention. 
• Recognize and prioritize new patient referrals and referral-status inquiries. 
• Identify patient or caregiver concerns, complaints, grievances, and service issues requiring escalation. 
• Recognize urgent scheduling, staffing, authorization, or service-related concerns and route them appropriately. 
• Immediately escalate clinical concerns, patient-safety issues, or other matters requiring licensed clinical review. 
• Appropriately route matters requiring Human Resources, Compliance, Clinical, Scheduling, Intake, Billing, Payroll, or management involvement. 
• Maintain appropriate boundaries and avoid providing information or making decisions outside the scope of the position. 

Missed Calls, Voicemails & Follow-Through  

• Monitor missed calls and voicemail queues throughout the business day.
• Return calls when appropriate or ensure messages are routed to the responsible department or individual. 
• Document communications requiring additional action, follow-up, or escalation. 
• Identify an appropriate owner for communications that cannot be resolved during the initial contact. 
• Follow up as necessary to confirm priority or time-sensitive communications have been addressed. 
• Escalate unresolved communications when the responsible party cannot be reached or appropriate action has not occurred. 
• Assist with maintaining accountability for callback completion and communication resolution. 
• Help ensure priority calls and communications are not left unexplained or unaddressed at the end of the business day. 

Front Office & Visitor Support  

• Serve as a welcoming and professional first point of contact for individuals entering the office. 
• Greet patients, caregivers, employees, applicants, vendors, and visitors and connect them with the appropriate department or team member. 
• Receive and appropriately route documents, deliveries, correspondence, and other materials. 
• Maintain a professional, organized, and welcoming front-office environment. 
• Provide appropriate assistance to individuals waiting for appointments, meetings, interviews, or other scheduled activities. 
• Maintain appropriate confidentiality and discretion when conversations or activities involve sensitive patient, employee, or business information. 

Administrative & Office Support  

• Provide general administrative support to assist with the efficient operation of the office. 
• Assist with scanning, copying, filing, document preparation, data entry, and other routine administrative responsibilities as assigned. 
• Maintain organized communication records, tracking tools, contact information, and other assigned documentation. 
• Assist with maintaining current internal directories, extensions, departmental contact information, communication scripts, and routing resources. 
• Support meeting preparation, office organization, correspondence, and other administrative needs when appropriate. 
• Identify recurring caller questions, routing problems, communication breakdowns, or administrative issues and bring them to management's attention. 
• Assist other departments with reasonable administrative needs during lower call-volume periods while maintaining primary front-office coverage responsibilities. 

Patient, Caregiver & Referral Support  

• Provide professional, patient, and empathetic assistance to patients, caregivers, and referral sources contacting or visiting the office. 
• Gather sufficient information to accurately route questions and concerns without unnecessarily requiring callers to repeat information. 
• Promptly route new referrals and referral-status inquiries to the appropriate Intake personnel. 
• Recognize time-sensitive patient or caregiver concerns and ensure they reach the appropriate department. 
• Maintain appropriate boundaries between administrative support and clinical decision-making. 

Documentation & Communication Accountability  

• Accurately document calls and communications when follow-up, escalation, or additional action is required. 
• Record appropriate communication outcomes, including returned calls, messages left, department assignments, escalations, and resolution status. 
• Maintain clear and professional documentation sufficient for another team member to understand the communication and required next action. 
• Follow established processes for communications involving patient concerns, complaints, grievances, referrals, or other sensitive matters. 
• Maintain confidentiality of patient, employee, and Company information at all times. 
• Follow HIPAA requirements and all applicable Elite Home Healthcare policies and procedures. 

Cross-Office Coordination  

• Work collaboratively with the Office Coordinator assigned to the other Elite Home Healthcare location. Maintain sufficient cross-training to provide backup communication and administrative coverage when needed. 
• Coordinate breaks, lunches, meetings, absences, and other anticipated coverage needs to maintain continuity of front-office and phone coverage. 
• Apply consistent communication, routing, documentation, and customer-service standards across locations. 
• Communicate coverage concerns or recurring issues to leadership when staffing or call volume may affect service levels. 

Required Qualifications  

• High school diploma or equivalent. 
• Previous professional experience in administrative support, office coordination, customer service, healthcare, medical office operations, scheduling, or another communication-intensive environment. 
• Strong verbal and written communication skills. 
• Demonstrated ability to communicate professionally and empathetically with individuals who may be frustrated, upset, confused, or experiencing a time-sensitive concern. 
• Strong organizational skills, attention to detail, and follow-through. 
• Ability to manage multiple calls, requests, interruptions, and priorities throughout the workday. 
• Ability to recognize urgent matters and follow established escalation procedures. 
• Ability to maintain confidentiality and appropriately handle sensitive patient, employee, and business information. 
• Proficiency with Microsoft Office and the ability to learn telephone, electronic health record, communication, and other business systems. 

Preferred Qualifications  

• Previous experience in home health, healthcare, medical office, patient access, scheduling, intake, or a related healthcare environment. 
• Experience working with patients, caregivers, healthcare professionals, employees, or referral sources. 
• Experience managing a multi-line telephone system, shared call queue, voicemail queue, or high-volume incoming communications.
• Familiarity with HIPAA and healthcare confidentiality requirements. 
• Experience providing general administrative or office support. 
• Experience documenting, tracking, and following communications through completion. 

Key Skills & Competencies  

Office Coordination 

Professional Communication 

Customer Service 

Call Triage & Routing 

Administrative Support 

Communication Follow-Through 

Empathy & De-Escalation 

Active Listening 

Organization & Prioritization 

Attention to Detail 

Documentation 

Problem Identification 

Escalation Judgment 

Cross-Functional Communication 

Accountability 

Confidentiality Adaptability 

Work Environment & Expectations  

The Office Coordinator is an in-office position requiring consistent and reliable attendance maintain front-office, telephone, and administrative coverage. Elite Home Healthcare will maintain one Office Coordinator in the Greenfield office and one Office Coordinator in the Bedford office. 

Although each Office Coordinator will have a primary office location, the positions are designed to function collaboratively. Both Coordinators are expected to be cross-trained and capable of providing communication and administrative coverage across locations when necessary. 

The Office Coordinator facilitates communication rather than replacing the departments ultimately responsible for resolving patient, employee, clinical, scheduling, billing, Human Resources, or operational matters. The Coordinator is expected to identify the need, route it appropriately, document the communication when required, and maintain appropriate follow-through without assuming responsibilities outside the scope of the position. 

Administrative responsibilities should be completed around the communication and coverage needs of the office. Incoming calls, visitors, priority communications, missed-call management, and timely escalation remain primary responsibilities of the position. 

The successful candidate must be comfortable working in an environment with frequent interruptions, changing priorities, emotionally charged conversations, and time-sensitive needs while maintaining a professional and welcoming presence.  

Elite Home Healthcare LLC is an equal opportunity employer and is committed to a professional, accountable, patient-centered, and service-oriented workplace.