Care Coordinator

Care Coordinator Position Overview The Care Coordinator serves as the central bridge and primary connection between our elderly clientele, their families, and our caregiving staff. This is a relationship-driven, high-impact operational role requiring sharp logistical coordination, exceptional problem-solving abilities, and deep emotional intelligence. The ideal candidate thrives in a fast-paced environment and possesses the unique ability to balance the needs of clients and field staff while maintaining a high level of empathy and professionalism. Beyond managing core schedules, you will be responsible for facilitating the "perfect match" between client preferences and caregiver skillsets, proactively resolving care conflicts, and ensuring absolute service excellence. Key Responsibilities 1. Care Coordination & Strategic Matching Coordinate client care services from initial onboarding through ongoing support to ensure continuity of care. Intentional Matching: Pair caregivers with clients based on schedules, specialized competencies, care requirements, and nuanced personal preferences (e.g., matching a client who requests a cat-friendly environment with the ideal caregiver). Family Collaboration: Partner closely with families, care managers, social workers, and healthcare professionals to address evolving care needs and service concerns. 2. Roster & Schedule Optimization Workforce Logistics: Build, maintain, and continuously optimize daily field staff schedules across multiple client assignments to ensure proper coverage. Proactive Problem Solving: Swiftly manage real-time schedule changes, open shifts, unexpected call-offs, and emergency staffing needs. Utilization Management: Optimize caregiver hours and minimize staffing gaps while maintaining strong, stable client-caregiver relationships. 3. Client & Field Relations Primary Point of Contact: Serve as the main, trusted liaison for clients, family members, and field caregivers. Conflict Resolution: Confidently diffuse tense, sensitive, or emotionally charged situations with maturity, patience, and actionable solutions. Employee Engagement: Maintain positive working relationships with caregivers, supporting field staff retention and driving engagement. 4. Database, Care Plans & Documentation Accurate Data Entry: Document all communications, modification logs, and schedule adjustments in real time within the agency management software. Compliance & Records: Maintain precise client records, care plans, billing/payroll compliance notes, and caregiver performance history. Confidentiality: Adhere strictly to company policies, industry standards, and data privacy regulations. 5. Field Supervision & Quality Assurance In-Home Evaluations: Conduct regular caregiver supervisory check-ins and targeted in-home field visits throughout the Greater Charlotte area to evaluate compliance, care quality, and client satisfaction. Performance Management: Participate in caregiver coaching, routine evaluations, and formal performance reviews; implement corrective actions when necessary. 6. On-Call Rotation & Emergency Coverage Live-Answer Commitment: Participate in a rotating after-hours phone schedule (typically one evening per week and one weekend per month) to maintain our commitment to live-answer operational coverage (no answering machines). Handle emergent field call-outs or log-in issues from home. Emergency Shift Coverage: In rare, highly exceptional circumstances where a critical client shift opens unexpectedly and a backup caregiver cannot be sourced, step in to provide direct field care to ensure uninterrupted service. Qualifications & Requirements Industry Experience: Minimum of two (2) years of dedicated experience within a home care, home health, senior care, or closely aligned care coordination environment. (Note: Standard 8-to-5 outpatient medical clinic experience does not translate to the dynamic, urgent nature of non-medical home care infrastructure). Advanced Logistics: Demonstrated track record successfully managing high-volume scheduling, complex workforce logistics, and multiple shifting priorities in a fast-paced setting. Technical Proficiency: Comfortable navigating specialized agency management/scheduling software, electronic logging systems, Microsoft Office Suite (Word, Excel, Outlook), and Google Workspace (Gmail, Docs, Sheets, Calendar). Communication & Demeanor: High level of emotional intelligence. Possess the maturity and professionalism required to confidently consult with healthcare professionals and stressed family members. Licensure & Mobility: Must possess a valid Driver's License, a reliable personal vehicle, and clean, compliant automobile insurance to support local travel throughout the Greater Charlotte area. Education: High School Diploma or GED required; Associate or Bachelor’s degree preferred.