Client Services & Caregiver Coordinator at Home Care Agency
Responsible for managing the intake and admission process for home care clients from referrals through the start of care. This position serves as the primary point of contact for referral sources, prospective clients, patients, families, and internal staff. The Intake Coordinator works closely with the Marketing Liaison & Administrator to ensure timely admissions, accurate documentation, and exceptional customer service throughout the onboarding process.
DUTIES & RESPONSIBILITIES
- Receive, review, and process incoming referrals from hospitals, physicians, case managers, discharge planners, and other referral sources.
- Verify patient demographics, insurance eligibility, payer requirements, and authorizations as applicable.
- Collaborate with the Marketing Liaison to follow up on prospective clients and referral opportunities.
- Contact prospective clients and families to discuss services, answer questions, and guide them through the admission process.
- Follow up with clients and families to confirm and coordinate the start date of services.
- Coordinate caregiver scheduling with the Scheduling Coordinator and clinical staff to ensure appropriate staffing for new admissions.
- Communicate caregiver assignment information, including caregiver name and start date, to clients and families prior to the initiation of services.
- Coordinate start-of-care visits and ensure all necessary documentation is completed before services begin.
- Maintain ongoing communication with referral sources regarding referral status and admission timelines.
- Ensure all intake documentation is complete, accurate, and compliant with agency policies and applicable federal, state, and payer regulations.
- Answer incoming telephone calls professionally and provide exceptional customer service to clients, families, referral partners, and community stakeholders.
- Collaborate with billing, scheduling, clinical staff, and agency leadership to ensure a seamless transition from referral to active services.
- Maintain referral, intake, scheduling, and admission logs as required.
- Protect confidential patient information and maintain compliance with HIPAA regulations.
- Perform other duties as assigned by agency leadership.
QUALIFICATIONS
Education
- High school diploma or equivalent required.
- Associate's degree in healthcare administration, business administration, or a related field preferred.
Experience
- One (1) year or more of experience in home health, healthcare administration, medical office, scheduling, intake, or customer service preferred.
- Experience with insurance verification, referral management, scheduling, and EMR systems preferred.
- Knowledge of Medicare, Medicaid, and private pay services is preferred.
- CNA preferred.
Required Skills
- Excellent verbal, written, and interpersonal communication skills.
- Strong organizational and time management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Exceptional customer service and relationship-building abilities.
- Strong attention to detail and accuracy.
- Proficiency with Microsoft Office applications and electronic medical record (EMR) software.
- Ability to maintain confidentiality and comply with HIPAA regulations.
- Effective problem-solving and critical-thinking skills.
- Ability to work collaboratively with clinical staff, caregivers, marketing personnel, and referral sources.
Physical Requirements
- Ability to remain seated and work at a computer for extended periods.
- Frequent use of telephones, computers, printers, and other office equipment.
- Occasional lifting of office supplies weighing up to 20 pounds.
- Ability to communicate effectively by telephone, email, and in person.
Work Environment
- Administrative office environment supporting a home health agency.
- No direct patient care is provided at the office location; all client services are delivered in the client's home.
- Frequent communication with clients, families, caregivers, physicians, referral sources, and community partners via telephone, email, and electronic medical records.
- Standard business hours with occasional flexibility to meet operational needs.
Performance Expectations
- Process referrals and admissions accurately and efficiently.
- Maintain timely communication with referral sources, prospective clients, and families.
- Coordinate successful start-of-care services without delays.
- Ensure caregivers are scheduled appropriately and clients receive caregiver information before services begin.
- Support agency growth by partnering with the Marketing Liaison to convert referrals into admissions.
- Maintain complete, accurate, and compliant documentation.
- Demonstrate professionalism, teamwork, accountability, and excellent customer service in all interactions.
Job Type: Full-time
Pay: $35,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Paid time off
- Vision insurance
Education:
Experience:
- sales: 2 years (Preferred)
Work Location: Hybrid remote in Metairie, LA 70002
