Director of Client Care Coordinators

POSITION SUMMARY :

The Director of Client Care Coordination provides strategic and operational leadership for client services within our Licensed Home Care Services Agency (LHCSA) in New York. This role oversees client intake, service coordination, care plan execution, and quality assurance across local branches, including occasional travel to Yonkers. The Director ensures timely, compliant, and person-centered delivery of services for clients served under MLTC, Medicaid, NHTD, and private pay programs, and leads a team of coordinators / schedulers supporting HHA and PCA service lines

RESPONSIBILITIES :

• Lead day-to-day operations of Client Care Coordination across assigned branches; establish workflows, KPIs, and service standards aligned with LHCSA and NYS DOH requirements.
• Oversee end-to-end case flow : referral intake, eligibility / authorization review, coordination with MLTCs and payers, scheduling, EVV validation, and ongoing case management.
• Supervise, coach, and evaluate Client Care Coordinators and scheduling staff; manage caseload assignments and coverage plans.
• Ensure accurate set-up and maintenance of cases in HHA exchange; monitor EVV compliance, documentation quality, authorizations, and visit verification exceptions.
• Coordinate HHA / PCA staffing, including urgent callouts and replacements, while maintaining service continuity and client satisfaction.
• Serve as an escalation point for families, caregivers, MLTCs, and community partners; resolve service issues and barriers promptly.
• Maintain proactive communication with payers regarding client status (hospitalizations, vacations, changes in condition), authorizations, and service updates.
• Assist with policy development, staff training, and readiness for regulatory surveys / audits.
• Provide rotating on-call support coverage as needed to ensure service continuity.
• Perform other duties as required

REQUIRED SKILLS / ABILITIES :

PHYSICAL REQUIREMENTS :

EDUCATION

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.