Main Responsibilities and Required Skills for a Client Care Coordinator
A Client Care Coordinator is a professional who plays a crucial role in ensuring the smooth operation of client care services within an organization. They are responsible for managing and coordinating various aspects of client care, including communication, scheduling, and overall client satisfaction. In this blog post, we will describe the primary responsibilities and the most in-demand hard and soft skills for Client Care Coordinators.
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Main Responsibilities of a Client Care Coordinator
The following list describes the typical responsibilities of a Client Care Coordinator:
Address
Address client concerns and questions (billing and non-medical complaints).
Address client concerns and resolve conflicts or issues promptly.
Adhere to
Adhere to the safe work / risk management policies and practices of Seniors for Seniors.
Advocate
Advocate for clients and promote their rights and well-being.
Answer
Answer multiple incoming calls in a professional and courteous manner.
Arrange
Arrange bills for payment by management.
Assemble
Assemble and maintain patient files and General office administration.
Assemble, maintain and process client charts according to policies and procedures.
Assess
Assess Client Service Needs in consultation with the team.
Assess each participating youth and develop a case plan.
Assist in
Assist in budgeting and financial management related to client care services.
Assist in the recruitment and training of client care staff.
Assist policy and program development for clinic processes (office forms, etc.).
Assist the sales team effort in promoting the Seniors for Seniors brand spreading brand awareness.
Assist veterinary staff with various tasks and treatments.
Assist with billing preparation online or manual.
Assist with clinic laundry.
Assist with marketing & advertising programs and development, including social media.
Assist with receiving both drop-in and scheduled clients.
Assure
Assure that all post-closing disbursements, filing, and procedures take place.
Attend
Attend any scheduled meetings.
Book
Book operating room procedures for surgical procedures rhinoplasties, blepharoplasty etc.
Build
Build trust by doing what's best for the patient.
Collaborate with
Collaborate with healthcare providers and other professionals to ensure seamless client care.
Collaborate with insurance providers to verify coverage and process claims.
Collaborate with interdisciplinary teams to ensure holistic client care.
Collect
Collect and analyze data reflecting outcomes for each youth and agency.
Collect and record patient information.
Communicate
Communicate effectively with care providers to ensure schedules are carried out.
Communicate effectively with clients, families, and caregivers to provide necessary information and support.
Communicate with clients throughout the process of buying or selling.
Communicate with patients and families when schedule challenges arise, and problem-solve effectively.
Communicate with purchasers, other agents, and service providers throughout the closing process.
Compile
Compile reports as required.
Complete
Complete appropriate visit records in a timely manner and according to policy.
Complete incident reporting process as per requirements.
Complete onboarding processes of caregivers.
Conduct
Conduct care consultations / intros and other on call tasks every 3rd weekend.
Conduct client assessments to determine specific needs and preferences.
Conduct client / CAREGiver introductions with every new client / CAREGiver.
Conduct client satisfaction surveys and gather feedback for continuous improvement.
Conduct Service Inquiries and Care Consultations as needed following the consultative sales process.
Coordinate
Coordinate client and caregiver schedules.
Coordinate marketing and outreach efforts to our network and past clients.
Coordinate marketing / promotion efforts for new listings, open houses & social media.
Coordinate referrals to other healthcare professionals or community resources.
Coordinate the pickup and delivery of all rental or custom equipment for our clients.
Coordinate the pickup and delivery of new, rental, demo or custom equipment for our clients.
Coordinate transportation arrangements for clients as needed.
Create
Create and maintain client and responsible party records documenting all quality assurance meetings.
Create and maintain Client Profiles.
Create a positive first impression on telephone and web inquiries for service.
Create a positive, low-stress atmosphere for our clients and patients.
Create approachable, caring and trauma informed environment for clients, guests and colleagues.
Create a warm and welcoming atmosphere for patients and pet parents.
Create a warm and welcoming environment for our patient and pet parents.
Create new caregiver files.
Develop
Develop and implement care plans tailored to individual client requirements.
Direct
Direct all daily client referral and intake operations.
Document
Document status of client opportunities in Salesforce.
Educate
Educate our clients about our anti-aging skincare, before escorting them to their treatment room.
Ensure
Ensure accurate, timely documentation and / or phone calls, both external and internal.
Ensure adherence to infection control protocols.
Ensure agency alignment with the case plan.
Ensure animal housing or enclosure is clean, sanitary and comfortable.
Ensure care providers are scheduled effectively and efficiently.
Ensure clients are given the royal welcome.
Ensure compliance with OPWDD and Medicaid regulations.
Ensure compliance with relevant regulations and industry standards.
Ensure dated notes are timely and clear, and contain appropriate and required information.
Ensure that current clients' needs are met in a timely manner.
Ensure that our front of house team welcomes, engages and meets the needs of our guests.
Ensure the office is immaculately clean and presentable . (.
Ensure transition of clients to home care services.
Escalate
Escalate appropriate concerns or risks for review and / or follow-up.
Facilitate
Facilitate the assignment and supervision of staff with the client.
Facilitate the Court Review Team and prepare the court report.
Follow
Follow company work and safety procedures and policies.
Follow-up
Follow-up appropriately on missed visits.
Follow-up on authorization(s) and submits clinical information as needed.
Foster
Foster a culture of empathy, respect, and inclusivity within the client care team.
Generate
Generate weekly, monthly and quarterly performance reports.
Greet
Greet and assist visitors.
Greet and ensure a welcoming environment for clients, visitors and service providers.
Handle
Handle emergency situations and provide appropriate support and guidance.
Identify
Identify community events and organizations to promote Helix and identify sales opportunities.
Implement
Implement quality improvement initiatives to enhance service delivery.
Interview
Interview, hire, train, supervise, evaluate, and manage program staff.
Liaise with
Liaise with Care Supervisors to share patient and care provider feedback.
Maintain
Maintain accurate and current schedule documentation.
Maintain accurate records of care provider availability.
Maintain a clean and organized front desk and lobby area.
Maintain all vendor and service provider files.
Maintain and clean all guest common areas if scheduled for an overnight shift.
Maintain and process insurance documentation.
Maintain an organized and clean working environment.
Maintain a positive and professional attitude in all client interactions.
Maintain charts and manage program time sheets submissions.
Maintain client records and ensure data accuracy and confidentiality.
Maintain continuity of care whenever possible.
Maintain polite and professional communication via phone, e-mail, and mail.
Maintain regular contact with youth and respective agencies.
Maintain thorough documentation of services.
Maintain transaction management system (DocuSign).
Maintain up-to-date client records and status.
Maintain up-to-date knowledge of healthcare services and trends.
Maintain well organized appointment schedule to optimize client care and revenue opportunities.
Make
Make appointments and assist patients.
Make a real difference in the lives of seniors.
Manage
Manage all schedules and data pertaining to clients and caregivers.
Manage and coordinate pending real estate transactions for Managing Broker.
Manage and maintain corporate documents.
Manage client appointments and maintain schedules.
Manage client inquiries and provide timely and accurate responses.
Manage day to day office and field operations to ensure quality assurance of services.
Manage incoming calls and answer product inquiries.
Manage inventory of products and consumables . (.
Manage invoicing and accounts receivables based on client purchases and insurances claims.
Monitor
Monitor and assist in fulfilling sales activity for the outside sales representatives.
Monitor and evaluate client progress and adjust care plans accordingly.
Monitor and track progress toward successful completion of the case plan.
Monitor deadlines and provide notices to appropriate parties when necessary.
Monitor inventory and order necessary supplies for client care.
Monitor post-completion success rates for youth at the 12- and 24-month marks.
Order
Order and maintain office supplies, forms and equipment.
Orient
Orient caregivers and maintain current caregiver files in accordance with policies / procedures.
Oversee
Oversee employee development of General Service Plans and other program interventions.
Participate
Participate in community events and networking events as necessary.
Participate in professional development activities to enhance knowledge and skills.
Participate in rotating on-call.
Participate in staff meetings and training sessions.
Participate in the Quality Assurance Committee process.
Prepare
Prepare and distribute reports on client care activities and outcomes.
Prepare daily performance and tracking reports in a timely manner.
Prepare paperwork for meetings with buyers and sellers.
Promote
Promote a culture that reflects CUPS vision, mission, philosophies and values.
Promote consistency of caregiver's assignments and coordination of services.
Provide
Provide administrative support to other associate brokers with RE / MAX Edge.
Provide a high level of client satisfaction and achieves all clinical business objectives.
Provide a Motion customer experience.
Provide concierge-type service for our clients during their visit at the practice.
Provide coverage with participants in the program in the absence of program staff.
Provide exemplary retail sales customer service to the clientele in-store.
Provide field staff with accurate schedules on a weekly basis.
Provide general service administration support.
Provide phone support and other admin duties for Mission clinic.
Provide product demos to potential and existing French clients. (.
Provide retail sales customer service to the clientele instore.
Provide support of recruitment of associate brokers to RE / MAX Edge.
Refer
Refer to management if needed to resolve issues.
Resolve
Resolve or escalate, as required, client concerns / issues.
Respond to
Respond and manage email correspondence.
Respond to faxes and emails in a timely manner.
Respond to telephone and email inquires regarding appliance repair.
Review
Review insurance of clients during entire episode.
Schedule
Schedule and coordinate the Service Technicians' work using Jobber software.
Schedule appointments and coordinate client care services.
Schedule necessary appointments with all parties, including open houses and the final walkthrough.
Schedule shifts by matching caregiver qualifications and availability to clients' needs.
Schedule showings for managing broker.
Secure
Secure the order of service.
Seek
Seek out new business relationships by creating sales appointments and opportunities.
Seek to learn and improve.
Set-up
Set-up and prepare equipment and clean up after patients' treatments.
Stay updated on
Stay updated on changes in healthcare policies and regulations.
Submit
Submit monthly update on outstanding accounts as per excel document.
Supervise
Supervise and coach caregivers and conduct performance appraisals.
Support
Support the animal / human bond.
Treat
Treat people the way they want to be treated.
Update
Update all of our databases (client, service, rental, inventory, etc.) using our Navision software.
Uphold
Uphold, support, and promote all company policies and procedures.
Use
Use scheduling software effectively to fulfill patients care plans.
Utilize
Utilize electronic health record systems and other relevant software.
Work with
Work closely with families who are looking for care solutions for their loved ones.
Work day shifts as well as evening and some Saturday shifts.
Work front desk, answering phone calls and greeting customers.
Work toward continuous quality improvement.
Work within the Ethical Practice Framework of Seniors for Seniors.
Work with other team members to coordinate various aspects of a client's care.
Write
Write and implement staff action plans.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Client Care Coordinator:
Proficient in using electronic health record (EHR) systems.
Knowledge of medical terminology and procedures.
Familiarity with healthcare regulations and compliance.
Ability to interpret and analyze client data and medical records.
Competence in scheduling and appointment management software.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Experience with inventory management systems.
Understanding of insurance procedures and claims processing.
Knowledge of emergency response protocols and first aid.
Familiarity with relevant healthcare billing and coding systems.
Ability to navigate and utilize telehealth platforms.
Expertise in utilizing communication and collaboration tools (e.g., email, video conferencing).
Familiarity with electronic document management systems.
Proficiency in using assistive technology and devices for clients with special needs.
Knowledge of community resources and referral networks.
Understanding of infection control and safety protocols.
Competence in using data analysis and reporting tools.
Experience in budget management and financial reporting.
Proficient in conducting client assessments and developing care plans.
Ability to perform basic medical procedures (e.g., taking vital signs, wound care).
Most In-demand Soft Skills
The following list describes the most required soft skills of a Client Care Coordinator:
Active listening skills to understand client needs and concerns.
Excellent communication skills, both verbal and written.
Empathy and compassion towards clients and their families.
Strong problem-solving abilities.
Effective time management and organizational skills.
Flexibility and adaptability to handle changing priorities.
Strong attention to detail to ensure accuracy in client records and care plans.
Ability to work well in a team and collaborate with diverse professionals.
Exceptional interpersonal skills to build rapport with clients and caregivers.
Emotional intelligence to navigate sensitive and challenging situations.
Conflict resolution skills to address client conflicts or complaints.
Cultural sensitivity and awareness to provide inclusive care to diverse populations.
Patience and understanding to support clients with complex needs.
Professionalism and ethical behavior in maintaining client confidentiality.
Leadership qualities to guide and motivate the client care team.
Critical thinking skills to assess client situations and make informed decisions.
Ability to work under pressure and handle stressful situations calmly.
Problem-solving skills to identify and resolve issues related to client care.
Empowerment and advocacy for client rights and autonomy.
Continuous learning mindset to stay updated with industry advancements.
Conclusion
A Client Care Coordinator plays a vital role in ensuring the smooth delivery of client care services. Their responsibilities encompass various aspects of coordination, communication, and care management. In addition to the technical skills required to navigate healthcare systems and technologies, soft skills such as communication, empathy, and problem-solving are essential for success in this role. By possessing a combination of these hard and soft skills, Client Care Coordinators can effectively support clients, facilitate seamless care delivery, and contribute to overall client satisfaction and well-being.
