• Client Care Coordinator

    Job Locations US-WI-East Madison
    Hire Type
    Regular Full-Time
    Category
    Healthcare
    # of Openings
    1
    Job ID
    2018-5367
  • Overview

    The Client Care Coordinator role is responsible for the coordination of services and schedules between clients and caregivers. In cooperation with Senior Clinicians and Staffing/HR, will ensure client committed hours are fully staffed to best meet the needs of the client and to ensure the timely onboarding of new clients. Will monitor and manage Behavior Technician (BT) hours to ensure adequate staffing and continuity of care.

     

    Primary Client Care responsibilities:

    • Coordinate the onboarding process for new clients after parent orientation and initial visit to fully staffed at recommended hours on all East and West Madison cases.
    • Coordinate training and scheduling of all new Behavior Technicians.
    • Coordinate schedules and any changes for all East and West Madison Behavior Technicians.

     

     

    In addition, this individual will manage the administrative functions and activities of the clinic office. Provides administrative and limited human resources support to the clinicians and serves as liaison with home office administrative staff and clinicians. May lead and direct the activities of other administrative staff in clinic.

     

    Responsibilities

    Essential Functions:

    Client Care:

    1. Works closely with Intake, Staffing, and Clinical Director to determine upcoming staffing and scheduling needs.
    2. Enters new client schedules into Central Reach, making updates as appropriate.
    3. Enters BT schedules and changes into Central Reach. Enters training dates into Central Reach.
    4. Enters and maintains schedules of current BTs Technicians to more efficiently determine staffing availability.
    5. Utilizes automation for scheduling and tracking purposes.
    6. Creates and maintains master schedules for clients and BTs.
    7. Schedules progress reviews and any rescheduled progress reviews.
    8. Tracks cancellations (by family or by staff) and monitors to ensure hours are made up. Proactively responds to schedule cancellations and deploys Floater Staff and/or Senior Staff as needed.
    9. Updates written documentation to Seniors on client schedules, variations, and schedule changes.
    10. Gathers data for Onboarding Dashboard: time to staff, time to train, hours’ commitments by families met.  
    11. Alerts management to relevant issues that may be preventing CAH from meeting client staffing commitments. Actively participates in problem resolution discussions.
    12. Serves as liaison between Clinical and Administrative staff.
    13. Communicates regularly with Talent Acquisition Specialists regarding staffing needs.
    14. Regularly attends clinical meetings.
    15. Communicates frequently with Seniors regarding staff schedules, training schedules, staff availability changes, staff cancellations, and schedule changes.
    16. Maintains schedules and availability for Floater Staff. Deploys as appropriate.
    17. Provides suggestions for process improvements, policy changes, etc. to enhance our staffing and scheduling efficiency and ability to meet client expectations.
    18. Documents all procedures within the scope of this position.
    19. Maintains positive, professional relationships with clients and employees.
    20. Consistent and regular attendance is a requirement of the position.

     Administrative:

    1. Provides overall administrative and clerical support to clinical staff.
    2. Answers and directs phone calls and email inquiries. Greets and interacts with visitors, clients, and vendors in a professional and friendly manner. Signs for all deliveries.
    3. Follows-up on requests from internal and external customers and vendors. Answers employee inquiries as they arise.
    4. Compiles and creates correspondence, reports and other documents as requested.
    5. Monitors office supply levels, ordering supplies as needed and monitoring office expenses. Creates and maintains inventory records of office equipment and machinery. Responsible for pricing and purchasing of all supplies, equipment, and furniture for the clinic.
    6. Maintains office equipment, calling outside repair vendors as appropriate.
    7. Sets up and coordinates meetings and conferences. Assists in the preparation for clinical staff meetings and other staff functions. Attends clinic meetings and provides administrative updates as needed.
    8. Maintains office records in an accurate and organized manner.
    9. Sorts and directs incoming mail and mails outgoing items in a timely manner. Routes faxes and emails to the appropriate person.
    10. Works with clinical and administrative staff to design and implement office policies and procedures. Seeks out process improvements and overall efficiencies.
    11. Serves as vital communication link between home office and clinical staff, communicating changes, policies, and procedures. Provides input to home office regarding proposed changes and initiatives as requested.
    12. Greets families at intake, collects and reviews paperwork for accuracy and completion.
    13. Documents policies and procedures.

     

    Qualifications

    • High school diploma or equivalent required. Prefer some college coursework, ideally in a business or human services discipline.
    • At least two years of previous office or clinical experience.
    • Prefer at least one year of previous scheduling and/or staffing related experience.

    Skills and Competencies:

    • Supports CAH mission and values in all aspects of role and responsibilities.
    • Strong keyboarding and computer skills to include MS Office (Outlook, Word, Excel). Previous experience utilizing automated scheduling software is highly desired.
    • Excellent attention to detail with strong organizational and time management skills.
    • Able to plan and prioritize workload to meet goals, deadlines, and commitments. Good follow-through and dependability. Displays initiative and possesses a sense of urgency. Able to work independently with a minimum amount of direction and/or supervision.
    • Strong analytical and problem solving skills. Ability to identify and implement process improvements to enhance efficiencies and continually improve upon service delivery.
    • Excellent verbal and written communication skills. Effective listening skills.
    • Strong customer service focus, with the ability and desire to meet internal and external client needs. Helpful and pleasant in all interactions and willing to contribute in a team environment.
    • Excellent interpersonal skills, with the ability to build and maintain professional relationships. Effectively serves as a liaison between clinical and office staff.
    • Ability to remain flexible, resilient, and calm in a constantly changing, fast paced work environment.
    • Displays professionalism and represents organization in a professional manner.
    • Demonstrates initiative, Ability to abide by ethical guidelines and policies, including strict adherence to confidentiality and HIPPA guidelines.

     

     

     Other:   

    • Must be 18 years old or older.
    • Must be able to pass a Wisconsin Caregiver’s Background Check.

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