Client Care Coordinator

Job Description: Client Care Coordinator

Department: Operations / Client Services

Reports To: Director of Operations or Program Manager

Employment Type: Full-Time

Location: Office-based with community coordination (as needed)

Position Summary

The Client Care Coordinator (CCC) serves as the primary liaison between clients, families, caregivers, and internal teams to ensure high-quality, timely, and compliant delivery of non-medical home health and companion care services. This role focuses on client onboarding, care coordination, service continuity, communication, and retention, while supporting compliance with Medicaid, waiver, and private-pay requirements.

The Client Care Coordinator does not provide direct hands-on care but plays a critical role in stabilizing services, resolving concerns, and maintaining positive client and referral-source relationships.

Key Responsibilities

Client Intake & Onboarding

• Serve as primary contact for new clients following intake approval.
• Coordinate start-of-care logistics, including service schedules and caregiver introductions.
• Review service agreements, client rights, responsibilities, and agency policies with clients and families.
• Collect and verify required non-clinical documentation (demographics, consent forms, service authorizations).

Care Coordination & Ongoing Support

• Maintain ongoing communication with clients and families to ensure satisfaction and service continuity.
• Coordinate changes in schedules, service needs, or caregiver assignments.
• Monitor service delivery issues and escalate concerns appropriately.
• Document all client interactions in the agency’s electronic health record or care management system.

Caregiver Communication & Support

• Act as a communication bridge between caregivers and clients.
• Support caregivers with service clarifications and client-specific instructions.
• Assist with caregiver orientation to client expectations and preferences.
• Report caregiver concerns, performance issues, or attendance problems to leadership.

Quality Assurance & Client Retention

• Conduct routine client check-ins (14-day, 30-day, and ongoing).
• Identify early warning signs of dissatisfaction or service breakdown.
• Support corrective action plans and service recovery efforts.
• Promote client retention and long-term service stability.

Compliance & Documentation

• Ensure services align with authorized hours, payer requirements, and agency policies.
• Maintain accurate, timely documentation for audits, billing support, and regulatory compliance.
• Support Medicaid waiver and private-pay documentation standards.
• Protect client confidentiality and comply with HIPAA and agency privacy policies.

Collaboration & Communication

• Collaborate closely with Intake, Scheduling, Authorization, Business Development, and Leadership teams.
• Communicate changes or risks impacting service delivery.
• Support referral-source communication as directed by leadership.

Qualifications

Required

• High school diploma or equivalent (Associate’s degree preferred).
• Minimum 2 years experience in home health, human services, care coordination, or client services.
• Strong organizational, communication, and problem-solving skills.
• Ability to manage multiple clients and priorities in a fast-paced environment.
• Proficiency with electronic systems, scheduling software, and documentation platforms.
• Reliable transportation and ability to travel locally as needed.

Preferred

• Experience in non-medical home health, companion care, or Medicaid waiver services.
• Familiarity with Nebraska Medicaid, AD Waiver, or HCBS programs.
• Background in customer service, social services, or healthcare administration.
• Bilingual skills a plus.