Visiting Angels Beverly Hills, CA · 2 days ago
Client Care & Administrative Coordinator
Los Angeles, CA
Full-time
Onsite
Entry Level
2+ years expVisiting Angels is a home care agency seeking a Client Care Coordinator responsible for coordinating care services and managing care plans based on client needs. The role involves ensuring exceptional client outcomes through effective communication, administrative tasks, and follow-up with clients and caregivers.
Hospital & Health Care
Responsibilities
Maintain company standards in providing superior client care by implementing high-quality care standards and exceptional customer service
Effectively handles intake calls. Gathers information regarding client needs, home environment, desired schedule, psycho-social aspect of client care while practicing active listening and establishing a level of trust and understanding with the caller
Clearly explain the capabilities of the caregiver, setting clear expectations for the services to be delivered
Manage administrative tasks such as insurance submissions, reporting, etc
Schedule in person client assessment, confirming date/time before ending the call
Meet with client and family to accurately complete all admission paperwork and assure the client and family understand the homecare plan and their responsibilities
Gather information regarding client health status, recent hospitalizations or falls, specific dietary needs, mobility, medication regiment, mental/cognitive status, equipment. This also includes observation of the home environment for safety/risk
Visit client (in place where care will be delivered). Ascertain the type of care the client will need by establishing a baseline of the client’s condition
Assess the client’s cognitive ability in addition to the physical need
Observe the environment, looking for any issues that may be deemed unsafe (power cords, throw rugs, cluttered stairs or pathways, lack of hand rails, older appliances, poor lighting, pets)
Complete all admission paperwork (or electronically)
Develop the Plan of Care in accordance with the client's needs and wishes and update it as warranted. The goal is to provide guidelines for the caregivers to follow based on the client's needs and wants while remaining safe and maintaining dignity
Communicate all information to office team regarding desired schedule and skill level needed
Review services and cost of care with the client and complete client service agreement and initial paperwork
Input initial schedules into the scheduling system for new clients, coordinate with the scheduling team to place caregivers who possess the skills required for each client, and communicate caregiver placements to clients
Care Coordination: organizing and connecting the resources and personnel required to provide the level of care determined. Coordinate with the scheduling team regarding the desired schedule and skill required to care for client
Once care has started, follow up with the client/family following the first shift and with a continual cadence to ensure satisfaction with service
Conduct regularly scheduled, follow-up telephone calls to clients to ensure high satisfaction with service
Notify clients when a new caregiver has been assigned to their schedule
Coordinate and schedule Meet and Greet meetings between clients and prospective caregivers for introductions
Obtain client feedback from First Caregiver Visits to ensure satisfaction with service
Schedule, conduct, and document home visits, collecting client feedback on caregiver performance of duties. Address problems as required
Introduce caregivers to clients in person when a First Caregiver Visit is scheduled
Conduct supervisory visits in the home and ensure that services are provided in accordance with the Plan of Care. Conduct supervisory visits to the client’s home, preferably when the caregiver is present. Review the care plan to determine relevance and accuracy. Adjust the plan based on any changes in the client's condition or ability. Communicate changes to all care staff involved in the case
Observe the caregiver delivering care to the client. If the caregiver is having difficulty meeting the expected level of care, provide training/education to increase/improve skill set
Document all communications with clients and caregivers by the end of each work shift in the Call Center
Hold conference calls with the care teams to thoroughly review each client's individualized care plan. Discuss any recent changes in the client’s condition, including both improvements and concerns. Document the objectives of the call in detail, noting key points and decisions made during the discussion. After the call, send comprehensive follow-up emails to the care team, summarizing the discussion and outlining any action items or next steps that were agreed upon. This process helps to ensure that everyone is aligned and that the client's needs are being met effectively
Regularly review client visit notes submitted by caregivers to ensure that documentation is done objectively. Coach caregivers on proper documentation procedures and reach out to those who are not consistent in their documentation
Oversee and manage the claims process for Long Term Care Insurance clients. Complete and submit CNA timesheets weekly by Monday for timely processing. Maintain an organized log to track all submissions accurately
Maintain and appropriately file documentation on all current and past clients
Work alongside the scheduling team to schedule caregiver staff for hours of service on new clients and open hours/shifts on existing cases. Ensure consistency in caregiver scheduling. Contact
Maintain computer schedules and ensure timely data entry for schedules and client information
Ensure timely copying and filing of appropriate client documentation
Maintain positive relationships with clients and referral sources
Independently respond to and resolve client complaints and concerns
Communicate and refer appropriate matters to the Director for additional guidance
Maintain absolute confidentiality of all information pertaining to employees, clients and client’s families
Participate in new caregiver staff orientation
Communicate and reinforce Visiting Angels’ policies and procedures to caregiver staff
Be dependable: arrive on time and complete assigned tasks with minimal supervision
Answer phone calls by the second ring and transfer them to the appropriate department, and greet visitors
Manage on-call evening and weekend care, as directed. Keep on-call materials current with client information, instructions and directions, current roster of care and roster of active direct care staff. Prepare and maintain the on-call log. Manage calls in accordance with the company policies
Perform other functions, as deemed appropriate by the management team
Qualification
Required
High school diploma and two years of experience in an office setting, preferably in private duty homecare
Proficiency with Microsoft Office (Word, Excel and Outlook) applications, scheduling systems and other healthcare industry-related software
Ability to listen and communicate clearly, fluently, and diplomatically - both orally and in writing
Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations
Present a well-groomed image that reflects the professionalism of the business
Ability to plan, organize, prioritize, delegate and accurately complete work activities within specific deadlines while appropriately managing interruptions
Work independently with a minimum direction and/or supervision after training
Ability to generate goodwill for the Agency with staff, clients, their family members and referral sources. Demonstrate a strong commitment to client service excellence
Ability to lawfully work in the U.S
Combination of sitting, standing, bending, reaching, stretching, stooping, walking, climbing stairs and moving intermittently during working hours
Must be able to lift at least 50 lbs., if working with clients
Must be able to see and hear or use prosthetics that enable these senses to function adequately to fully meet requirements of this position
Must be able to properly operate office equipment
Must be able to maintain verbal and written communication with co-workers, leadership team, supervisors, clients, family members, vendors and all business associates within or outside the Agency
Successful completion and ongoing compliance with all licensing, certification, continuous education, background testing, drug and alcohol testing, OIG and health assessments as may be required under federal, state, or local law or per employer policy
All of the above demands are subject to the ADA requirements
Company
Visiting Angels Beverly Hills, CA
Visiting Angels Beverly Hills is proud to be a trusted senior home care resource for families throughout the Los Angeles area, including West Hollywood.
Founded in 2003Los Angeles, California, US
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase