CLIENT CARE COORDINATOR JOB DESCRIPTION

Coordinating care for aging adults in a private duty or personal support setting means holding together a web of moving parts - client health changes, caregiver availability, family concerns, and regulatory documentation requirements - simultaneously. The Client Care Coordinator owns the full client relationship from initial inquiry through ongoing plan-of-care management, operating as the primary contact for families, field staff, and referral sources. Most caseloads span both scheduled and on-call coverage windows. No two days are identical.

As the Client Care Coordinator, you manage care plans, intake assessments, and caregiver scheduling to ensure consistent, high-quality service delivery for home care clients and their families. You work within a coordinated team structure, reporting to a Home Care Manager or Agency Director and partnering daily with field caregivers, nursing staff, and community referral sources.

Career Impact: Experience coordinating private duty home care caseloads builds the assessment and case management credibility that opens pathways to Care Supervisor and Admissions Coordinator roles.

Business Impact: Families navigating elder care decisions rely on the coordinator to match the right caregiver to the right client, when that match holds, client retention and referral volume follow.

Growth Opportunity: Exposure to plan-of-care documentation, government-funded program reporting, and referral development expands your market value across both home health and community care sectors.

• Conduct in-home assessments with prospective clients and family members to determine appropriate service levels and care plan requirements.
• Coordinate caregiver-to-client scheduling to match individual client needs with staff qualifications, availability, and continuity preferences.
• Manage and update client care plans regularly to reflect changes in health status, caregiver assignments, or family preferences.
• Maintain accurate documentation of all client interactions, care plan modifications, and scheduling records within the care management system.
• Respond to client and family inquiries, concerns, and complaints within defined resolution timelines, escalating to supervisors as appropriate.
• Develop and maintain referral source relationships in the community to support service inquiry volume and agency visibility.
• Monitor caregiver attendance, arrival times, and schedule adherence, taking corrective action or escalating when performance thresholds are missed.
• Prepare weekly operational reports covering scheduling activity, open shifts, pending leads, and client status changes.

• Bachelor's degree in a health-related, social services, or business field, or equivalent work experience.
• 2 or more years of experience in home care, private duty, or a related client-facing health services role, with demonstrated scheduling or coordination responsibility.
• Ability to conduct consultative intake conversations and in-home assessments with clients, families, and referral sources.
• Strong written and verbal communication skills, including the ability to document care plans and correspondence clearly and accurately.
• Capacity to manage a varied caseload under time pressure, reprioritizing as client or caregiver situations change throughout the day.
• Demonstrated understanding of confidentiality obligations as they apply to client health and personal information in a care setting.
• Valid driver's license and reliable transportation for client home visits and community outreach.

• Prior experience with government-funded home care programs or familiarity with funder reporting requirements.
• Background working with geriatric populations or demonstrated understanding of age-related health and mobility considerations.
• Experience in a consultative sales or service inquiry role, including lead follow-up and referral relationship management.
• Bilingual communication ability, particularly in languages common to the agency's client population.

• Client retention rate, reflecting consistency of caregiver assignment and satisfaction with ongoing care.
• Schedule fill rate (% of authorized care hours successfully staffed each week) as a measure of operational coordination.
• Average time to first caregiver placement following new client intake, tracked in business days.
• Follow-up completion rate on pending leads and on-hold clients within defined contact windows.
• Documentation timeliness: % of care plan updates and visit notes entered within the required same-day or next-business-day window.
• Typical tools: Care management and scheduling platforms (commonly ClearCare or similar home care software); CRM systems for referral tracking.

• Base Salary Range: $38,000 to $52,000 annually, depending on experience and market
• Bonus: Performance-based bonus tied to client retention and referral metrics
• Equity: Not typical at this level
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 10 to 15 days per year, plus paid holidays
• Common Perks: Mileage reimbursement for home visits; education assistance; wellness benefit

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Successful completion of a background check, including applicable criminal history screening consistent with state home care regulations, is required as a condition of employment. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available to qualified individuals with disabilities upon request. Candidates must be authorized to work in the United States.

The Client Care Coordinator owns a full-time portfolio of client services, outreach, and consultative sales, conducting quality assurance visits and home assessments to ensure service plans reflect each client's current health status. Working alongside caregivers and community referral sources, the role delivers the visibility and client retention that support sustainable agency growth.

Key Responsibilities

• Develop and maintain positive relationships with all clients through quality assurance visits, phone calls, cards, and special events.
• Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through the quality assurance program.
• Create and maintain client records documenting all quality assurance meetings.
• Update client care plans regularly to reflect any changes in client health status or caregiver responsibilities.
• Work with other team members to coordinate various aspects of a client's care.
• Conduct service inquiries as needed following the consultative sales process.
• Report weekly key numbers for operational and budgetary management.
• Develop and maintain positive relationships with potential referral sources.
• Plan marketing activities to increase presence in the community.
• Conduct client and caregiver introductions as needed.
• Call on-hold clients on a weekly or bi-weekly basis to stay proactive with care needs and scheduling.
• Share on-call rotation and service inquiry coverage during off-business hours.
• Acquire testimonials from clients, family members, and caregivers for digital platforms.

Required Qualifications

• Bachelor's degree required.
• Minimum 2 years of experience in the senior care field.
• Ability to build rapport with clients and caregivers.
• Demonstrated customer service orientation.
• Strong verbal and written communication skills, with the ability to interact effectively at all levels of the organization.
• Strategic thinker and independent self-starter with strong time management and the ability to balance priorities.
• Must possess a valid driver's license.

Embedded within the customer service team, the Client Care Coordinator delivers accurate information and timely resolutions across a high-volume mix of inbound emails, repair assessments, and logistics coordination. Working closely with shipping providers and retail customers, the role builds account trust and quota performance that keep service operations running smoothly.

Core Functions

• Manage large amounts of incoming emails.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using appropriate methods and tools.
• Meet personal and customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Advise end customers and retailers on work required and performed.
• Provide estimates and quotes for repairs, shipping, and delivery dates as requested.
• Liaise with shipping providers to ensure top-tier service.
• Inspect new and used products to determine repair requirements.
• Inspect and verify incoming goods against invoices or other documents, record shortages, and reject damaged goods.
• Order additional repair parts as needed.

Qualifications & Experience

• High school diploma.
• Proven customer support experience or experience as a client service representative, with call center experience a plus.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt to different types of customers.
• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills, both verbal and written.
• Strong ability to multitask, prioritize, and manage time effectively.
• Spanish or French language skills preferred.

Reporting to the care management team, the Client Care Coordinator shapes weekly scheduling and hours allocation for the care team using the care management system. Partnering with team members across the organization, the role ensures adequate staffing coverage and consistent communication that support reliable home care service delivery.

Primary Duties

• Complete schedules and hours allocation for the care team using the care management system.
• Answer telephone calls and deal with queries.
• Manage sick leave and ensure cover is provided as required.
• Participate in weekly team meetings.
• Perform administrative and support duties as required.

Skills & Qualifications

• 1 year of previous experience in rostering or scheduling in a home care company.
• Superb organisational skills with the ability to prioritise workload and multi-task.
• Strong attention to detail and ability to work under pressure.
• Excellent interpersonal skills with the ability to work independently and manage own time.
• Proficient in Microsoft Office applications including Word, Outlook, and Excel.
• Fluent English speaker.

Sitting at the intersection of scheduling operations and client relations, the Weekend Client Care Coordinator completes weekly hours allocation for the care team and ensures the appropriate carer is matched to each client. Operating across weekends and alongside care managers and colleagues, the role maintains the staffing consistency and family communication that keep weekend care services running without disruption.

Duties

• Complete schedules and hours allocation for the care team weekly using the time management system.
• Manage scheduling to ensure effective utilisation of staff.
• Work with the care management team to ensure the appropriate carer is allocated to clients.
• Establish good working relationships with the care team, colleagues, and care managers.
• Answer queries from families or clients regarding their care in a courteous and timely manner.

Requirements

• Minimum 6 months of experience working as a scheduler or coordinator in home care.
• Excellent organisational and planning skills.
• Excellent IT skills.
• Strong ability to work under pressure and manage own workload.
• Excellent communication skills.
• Strong team player.

A key member of the admissions and care management team, the Client Care Coordinator leads in-home assessments, care plan management, and referral follow-up to connect prospective clients with appropriate home care services. Collaborating across families, referral sources, and internal staff, the role ensures each client's plan of care is accurately documented and maintained throughout the full duration of service.

Functions

• Provide information to help maintain a safe and healthy environment, in accordance with client wishes and the agreed support plan.
• Maintain communication with pending clients, their families, and referral sources.
• Follow the progress of prospective clients and referrals not taken under care as directed.
• Use the organization's information system to process admission information as required.
• Gather information from prospective clients and referral sources.
• Schedule and conduct in-home assessments with clients and family members to determine appropriate services.
• Complete all necessary documentation and reports accurately.
• Manage the plan of care for each client throughout the duration of service.
• Maintain confidentiality of all client and organizational information.

Education & Experience

• High school diploma or GED required.
• 1 year of experience preferred in a home care or private duty setting.
• IT literacy.
• Ability to follow and give written and oral directions.
• Ability to communicate effectively and tactfully with personnel, clients, families, government agencies, and the general public.

Consistent appointment availability and timely client follow-through depend on the Client Care Coordinator, who schedules and manages client appointments, processes invoicing and insurance claims, and identifies sales opportunities across walk-ins, referrals, and telephone inquiries. Serving as the primary client-facing contact within the clinic, the role ensures that hearing healthcare clients receive organized, professional service at every touchpoint.

Accountabilities

• Ensure that clients' needs are met in a timely manner.
• Assemble, maintain, and process client files.
• Schedule and maintain client appointments.
• Use the client care scheduling system to enter client information, transactions, and appointment tracking.
• Manage invoicing and accounts receivable based on client purchases and insurance claims.
• Maintain basic knowledge of hearing aid technology and perform basic cleaning and repair functions.
• Recognize and capitalize on sales opportunities through walk-ins, client referrals, telephone inquiries, and retention practices.

Experience & Qualifications

• High school diploma or equivalent.
• Experience in customer service and administration with an emphasis on sales.
• Experience working with a geriatric population is an asset.
• Proficient with computers, including scheduling software and MS Office.
• Excellent oral and written communication skills with the ability to establish and maintain a professional rapport with clients and co-workers.
• Strong multi-tasking, organisation, and time management skills.

As the Care Coordinator, this role builds and maintains accurate schedules for direct care providers in the community, serving as the central point of contact for patients, families, and referral sources across the personal support service department. The scheduling team relies on this work to maintain continuity of care, resolve missed visits, and ensure that daily performance reports reflect the quality of service delivered to patients and their families.

Activities

• Use scheduling software effectively to fulfill patients' care plans.
• Provide field staff with accurate schedules on a weekly basis.
• Communicate effectively with care providers to ensure schedules are carried out.
• Communicate with patients and families when schedule challenges arise and problem-solve effectively.
• Maintain accurate records of care provider availability and continuity of care.
• Maintain accessibility by phone for patients, care providers, referral sources, and other stakeholders.
• Follow up appropriately on missed visits and escalate concerns as required.
• Liaise with care supervisors to share patient and care provider feedback.
• Ensure documentation, notes, and communications are accurate, timely, and complete.
• Prepare daily performance and tracking reports in a timely manner.
• Enter all critical and relevant information into the system for appropriate follow-up and documentation.

Background & Experience

• Customer service experience in a care or support services environment.
• Medical knowledge or background is an asset, and supervisory experience will be considered favorably.
• Demonstrated excellent telephone etiquette.
• Detail-oriented, adaptable, and customer-focused with strong interpersonal skills.
• Analytical problem-solving ability combined with the capacity to remain calm in stressful situations.
• Self-directed and goal-oriented with strong time management and prioritisation skills.
• Empathetic approach to the complexity and difficulty of client and field staff situations.

Client Care Coordinator delivers daily scheduling coordination, referral monitoring, and caregiver-to-client matching for families and community care professionals, meeting with the home care manager each day to set priorities and track progress. Success in the position means clients receive compatible, well-matched care staff within 24 hours of a first shift while confidentiality of all client and organizational records is maintained throughout.

Operational Focus

• Coordinate care for families and clients with community care professionals.
• Communicate with field staff and patients and families to ensure a quality customer experience.
• Meet with the home care manager daily to set priorities, update on progress, and suggest alternatives to stay on schedule.
• Handle and assess client service needs in consultation with the supervisor, scheduling staff for care assignments to match client needs with staff qualifications and skills.
• Monitor and assist with new referrals and ongoing care assignments and reporting as required.
• Report and collaborate with case managers and government program representatives as required.
• Maintain accurate and current scheduling information through data entry and system tasks.
• Assist with the supervision, recruitment, and orientation of field employees as requested.
• Assist with training and mentoring of new staff as required.
• Follow up with clients within 24 hours of the first shift to ensure client and staff compatibility.
• Handle and document all client and staff concerns on time, notifying the supervisor as appropriate.
• Monitor the technology platform to ensure care staff are on time, at their locations, and using their applications correctly.
• Maintain confidentiality of all client, staff, and organizational information.

Professional Experience

• One year of experience working as a care coordinator, preferably with government-funded contracts.
• Ability to multitask in a fast-paced environment.
• Strong customer service skills with a focus on delivering a positive and quality experience.
• Positive attitude when working with staff, customers, patients, families, and care teams.
• Good organizational skills.

The Client Care Coordinator owns caregiver scheduling, performance oversight, and on-call operations for a private duty home care agency, coordinating directly with the director, nurses, and mentors to maintain care standards and resolve staffing concerns. Working alongside field caregivers and client families, the role delivers the scheduling consistency and timely complaint resolution that protect both client satisfaction and accurate payroll processing.

Role Responsibilities

• Maintain standards in providing superior patient care by implementing high-quality care standards and exceptional customer service.
• Determine work assignments and schedule caregivers as required, supervising daily activities and counselling staff on disciplinary policies.
• Monitor caregiver arrivals, professional appearance, client relationships, and caregiver-to-client match, taking corrective action where needed.
• Conduct regularly scheduled follow-up calls to clients to ensure satisfaction.
• Confer with the director, nurses, and mentors regarding caregiver performance and take corrective action as needed.
• Schedule caregiver staff for new clients and open shifts on existing cases, ensuring consistency in scheduling.
• Communicate changes to client care plans to all relevant caregivers as directed by nursing staff.
• Maintain communication with families regarding schedule changes, staffing changes, and responses to concerns or complaints in a timely manner.
• Monitor time records daily, counsel staff on correct use of the shift management system, and make corrections to facilitate accurate payroll processing.
• Receive and process referrals and inquiries, communicate accurate information on the scope of service, and complete required documentation.
• Maintain positive relationships with all clients and referral sources, independently resolving complaints and concerns.
• Manage a rotating on-call schedule including evenings and weekends, keeping all on-call materials and records current.

Knowledge, Skills & Abilities

• High school diploma required, with experience in an office setting, preferably in private duty home care.
• Proficient in Microsoft Office, including Word, Excel, and Outlook, as well as scheduling systems and healthcare industry software.
• Ability to plan, organise, prioritise, delegate, and complete work accurately within deadlines while managing interruptions.
• Strong verbal and written communication skills with the ability to listen, communicate clearly, and respond diplomatically.
• Ability to work independently and proactively with minimal supervision.
• Flexible, resilient, and calm under pressure, with a professional and well-presented manner.
• Strong commitment to client service excellence with the ability to generate goodwill among clients, families, and referral sources.