Quality Assurance Coordinator

Job Description

Job Description

We are looking for a friendly, organized, and relationship-focused Client Care Coordinator to join our team. This role is ideal for someone who enjoys guiding families through care decisions, building trust with clients, and ensuring they feel supported from their very first interaction with us. The position blends client care, communication, and internal sales by responding to new inquiries, completing introductory visits, and maintaining strong relationships with existing clients. If you thrive in a role where compassion meets professionalism and you enjoy making a real difference for families, this position will be a great fit.

Primary Responsibilities

The Client Care Coordinator is the primary client-facing representative of the company. This role supports families from first inquiry through ongoing service, blending relationship management with guiding prospective clients through the decision to begin care. A typical week includes responding to new inquiries, completing introductory visits, conducting onboarding visits, maintaining client satisfaction, and ensuring smooth communication between clients and the office.

Primary responsibilities include:
• Responding promptly to new inquiries and providing clear guidance on service options
• Conducting initial in-home or virtual visits with prospective clients to explain services and gather care information
• Completing onboarding visits for new clients, including care plan reviews and required documentation
• Following up with prospective clients who have not yet begun services
• Performing regular check-ins with existing clients to ensure satisfaction and identify evolving needs
• Communicating client updates to office staff and caregivers
• Documenting all client and prospect interactions according to office policy
• Supporting client retention by assisting with care plan updates or service adjustments

Secondary Responsibilities

Secondary responsibilities include the following:
• Regularly communicating with supervisor and office staff
• Supporting workflow related to scheduling or client needs when appropriate
• Following up with families, prospective clients, and referral partners
• Clocking in and out of assignments according to office policy
• Performing other reasonable duties as assigned

Special Qualifications

Utilize this space to speak to situations that may arise that may not be daily, but when needed would be 100% required.

Special qualifications include:
• Ability to conduct urgent or last-minute client visits when needed
• Ability to drive to client homes for assessments, follow-ups, or satisfaction visits
• Ability to assist with unexpected client care changes or transitions on short notice

Potential Qualifications

The position may require you to:
• Participate in community outreach or relationship-building visits with referral partners
• Attend occasional marketing or introductory events
• Provide after-hours follow-up for urgent client needs when scheduled

Potential Schedules

We are a business which operates 24/7 and 365 days a year. The position is primarily served between Monday through Friday, approximately 8:00 a.m. to 4:30 p.m. This role also includes being on call every third week and weekend , providing phone support and conducting in-person visits when necessary to support client care needs. Weekend availability is also necessary when a client requires a service start over a weekend.

Essential Qualifications

An individual must possess the minimum education, experience, and skills to perform the primary and secondary responsibilities the job requires.
Additional qualifications include:
• High School Diploma or GED,  associate’s or bachelor’s degree preferred 
• Ability to maintain professional, friendly communication with clients and families
• Ability to adapt to different home environments
• Ability to safely enter client homes and move within typical household spaces
• Ability to treat all clients and their property with dignity and respect
• Ability to follow verbal and written instructions
• Ability to recognize and communicate changes in client condition or concerns
• Ability to hear clients, alarms, and instructions from staff or family members