Job Overview:
The Home Service Care Coordinator Department is responsible for managing and coordinating the non-medical home care services provided to clients. The department ensures that clients receive the appropriate care based on their individual needs, preferences, and care plans, while maintaining compliance with Illinois state regulations for home health services.
The Home Service Care Coordinator Department serves as the primary liaison between the agency, caregivers, clients, and families, ensuring that care is delivered efficiently, and with the highest quality standards. This department also works closely with the clinical team, referral sources, and other stakeholders to optimize client satisfaction and outcomes. Due to diversity in our clients, we are looking for a fluent English and Spanish speaker.
Scope of Work:
1. Client Intake and Assessment:
a) Care Plan Development:
- Develop a detailed, individualized care plan for each client, outlining the specific services to be provided, the frequency of visits, and the assigned caregiver(s).
- Ensure that care plans are in line with Illinois Department of Public Health (IDPH), IDOA ,Medicaid, Medicare regulations and the agency’s policies.
- Review and update care plans regularly to reflect any changes in the client’s condition or preferences.
- Develop customized care plans based on the client’s needs, including assistance with daily living activities, companionship, and any specific personal care needs.
b) Client and Family Communication
- Serve as the main point of contact for clients and their families, ensuring clear communication about the care plan, service schedules, and any adjustments.
- Address questions and concerns from clients or family members regarding the care provided, ensuring high levels of satisfaction and trust in the agency’s services.
2. Caregiver Scheduling and Management:
a) Caregiver Assignment:
- Assign caregivers to clients based on their needs, preferences, and geographical location, ensuring that caregivers have the appropriate qualifications and availability.
- Ensure a good match between clients and caregivers to foster positive relationships and quality care delivery.
- Monitor caregiver performance and conduct regular check-ins to ensure adherence to care plans and client satisfaction.
b) Scheduling and Coordination:
- Create and manage caregiver schedules, ensuring that all shifts are adequately covered and that clients receive care as per their care plan.
- Manage last-minute schedule changes, caregiver absences, or emergencies by finding suitable replacements and ensuring minimal disruption to client care.
- Coordinate with caregivers to confirm schedules, availability, and any special client requirements before shifts.
c) On call Support
- Serve as the first point of contact for clients and caregivers during on-call hours.
- Address urgent client concerns or service-related issues and escalate complex situations to the appropriate personnel.
- Respond to caregiver inquiries, including schedule changes, work assignments, and emergency situations.
- Address last-minute schedule changes, including call-offs or client requests for additional hours.
- Coordinate replacement caregivers to ensure continuity of care for clients.
- Communicate schedule updates and changes promptly to caregivers and clients.
- Manage and resolve emergency situations involving clients or caregivers.
- Record all on-call activities, including schedule changes, incidents, and client or caregiver concerns, in the agency's system.
- Prepare and submit detailed reports of on-call activities to the Care Coordination Supervisor/Manager.
- Maintain clear, professional, and empathetic communication with clients, caregivers, and other team members.
- Ensure that all relevant information is relayed to the appropriate staff for follow-up during regular business hours.
d) Staff Training and Development:
- Coordinate ongoing training for caregivers, ensuring they are equipped with the skills and knowledge to provide excellent care.
- Provide caregivers with updates on any changes to client care plans or new agency protocols.
- Address any performance issues or concerns, providing coaching and support where necessary.
3. Compliance and Regulatory Management:
a) Regulatory Compliance:
- Ensure that all care services provided comply with Illinois state regulations, including requirements set by the Illinois Department of Public Health (IDPH) for home health and home care services.
- Maintain proper documentation of care plans, caregiver assignments, and client interactions in accordance with HIPAA regulations and agency policies.
- Conduct regular audits of client files, care plans, and caregiver records to ensure accuracy and compliance.
b) Licensing and Certification
- Ensure that all caregivers have the required certifications, licenses, and training necessary to provide home care services in Illinois.
- Keep track of caregiver certifications and schedule renewals, continuing education, and any required regulatory training.
- Ensure that the agency’s policies and procedures comply with all local, state, and federal regulations governing home health and home care services.
c) Risk Management:
- Monitor the quality of care provided to clients and address any potential risks,complaints, or safety concerns in a timely manner.
- Work with the compliance department to investigate and resolve any incidents,grievances, or reports of misconduct.
- Implement corrective actions and process improvements to prevent future occurrences and maintain the agency’s high standard of care.
4. Quality Assurance and Client Satisfaction:
a) Client Satisfaction Monitoring:
- Conduct regular follow-up calls or visits to clients and families to evaluate their satisfaction with the care being provided.
- Address any concerns, complaints, or suggestions from clients or their families, working with the care team to implement improvements or adjustments.
- Implement client satisfaction surveys to assess service quality and identify areas for improvement.
b) Continuous Quality Improvement:
- Analyze client feedback and caregiver performance to identify trends and opportunities for improving the agency’s services.
- Collaborate with the Quality Assurance team to implement best practices, process improvements, and training programs to enhance service quality.
- Track and report key performance indicators (KPIs), such as client satisfaction, caregiver retention, and compliance with care plans.
c) Coordination with Clinical and Administrative Teams:
- Work closely with the clinical team to coordinate care for clients receiving both medical and non-medical services.
- Collaborate with the HR department on caregiver recruitment, retention, and training to ensure a steady and qualified workforce.
- Ensure smooth communication between departments to provide seamless care for clients.
5. Client Retention and Relationship Building:
a) Ongoing Relationship Management:
- Build and maintain strong relationships with clients and their families to ensure long-term satisfaction and retention.
- Regularly review care plans to ensure they remain aligned with the client’s evolving needs, adjusting services as necessary.
- Collaborate with referral sources, healthcare providers, and community partners to ensure a steady stream of client referrals and positive relationships within the healthcare community.
b) Retention Strategies:
- Implement client retention strategies, such as personalized care plans, regular client check-ins, and caregiver consistency, to increase satisfaction and reduce client turnover.
- Ensure timely and effective resolution of any issues or concerns to maintain strong client relationships.
c) Skills:
- Excellent organizational and time-management skills, with the ability to handle multiple clients and caregivers simultaneously.
- Strong communication and interpersonal skills, with the ability to build relationships with clients, families, and caregivers.
- Proficiency in using care management software and electronic health records (EHR) systems.
- Strong problem-solving skills, with the ability to address issues or challenges in a timely and effective manner.
Success Metrics for the Home Service Care Coordinator Department:
- High levels of client satisfaction as measured by feedback surveys and direct client interactions.
- Accurate and timely completion of client assessments, care plans, and caregiver assignments.
- Consistent compliance with Illinois state regulations and agency policies regarding home care services.
- Effective coordination and management of caregiver schedules, resulting in minimal service interruptions.
- Strong caregiver retention rates and high levels of caregiver satisfaction.
- Timely resolution of any client or family concerns, resulting in minimal complaints or escalations.
Qualifications:
- High School Diploma or GED is required
- Microsoft Office (Word, Excel, and Outlook)
- General knowledge of the in-home personal care needs of older adults and individuals with disability within the context of their social environment
- Excellent written and oral communication skills
- Strong conflict resolution skills
- Ability to work within a multi-phased, fast-paced work environment
- Ability to resolve concerns between Home Care Aides and Clients within referral source parameters
- Schedule: Monday to Friday, 9:00AM to 5:00 PM
- Must be fluent in speaking English and Spanish language
Job Type: Full-time
Pay: $21.00 - $22.00 per hour
Benefits:
- 401(k)
- Health insurance
- Paid time off
Ability to Commute:
- Skokie, IL 60076 (Required)
Ability to Relocate:
- Skokie, IL 60076: Relocate before starting work (Required)
Work Location: In person
