Client Care Coordinator

Client Care Coordinator

Department: Client Services
Reports To: Director of Client Services; in the absence of the Director of Client Services, reports to the President
FLSA Status: Non-Exempt (Hourly)
Agency Type: Pennsylvania Licensed Home Care Agency – ODP Waiver & Private Pay Provider
Service Systems: WellSky, HCSIS, Microsoft Office, Google Workspace

Position Summary

The Client Care Coordinator is responsible for client oversight, caregiver hands on training, direct care service delivery, regulatory compliance, and quality assurance for both waiver-funded participants and private pay clients. The role ensures services are delivered in accordance with Individual Support Plans (ISPs), agency care plans, Pennsylvania Department of Health licensing requirements, Office of Developmental Programs (ODP) waiver standards when applicable, and agency policies.

This position includes administrative coordination duties, in-home client visits, caregiver supervision and training, and the provision of direct care services as needed to maintain continuity and quality of care.

Primary Caseload is in the Northern and Eastern parts of Lancaster County (Ephrata, Denver, Manheim,New Holland.)

Work Schedule

• Primary office hours: Monday–Friday, approximately 7am-5pm
• Additional availability required for client visits, ISP meetings, training, direct care coverage, and operational needs, including occasional evenings and weekends
• Participation in an on-call rotation is required

Essential Job Functions

Reasonable accommodation will be provided to enable qualified individuals with disabilities to perform essential functions.

Client Oversight & Service Coordination

• Conduct client/participant evaluations and reassessments in accordance with agency policy
• Perform required supervisory visits, quality assurance visits, and in-home monitoring for private pay clients and ODP participants
• Update client care plans and support implementation of Individual Support Plans (ISPs)
• Participate in ISP meetings and interdisciplinary team meetings as assigned
• Maintain ongoing communication with prospects, clients, participants, families, and caregivers
• Conduct routine client check-in calls and follow-up visits
• Monitor service delivery to ensure alignment with authorizations, ISPs, and care plans

ODP & Regulatory Responsibilities

• Ensure services comply with waiver requirements, licensing regulations, and agency policies
• Monitor participant rights compliance and identify safety concerns
• Complete mandated reporting and incident reporting according to ODP and state regulations
• Maintain documentation consistent with Department of Health licensing standards

Caregiver Training & Supervision

• Provide hands-on caregiver orientation and annual competency support
• Conduct annual care plan and ISP reviews for assigned clients
• Ensure caregivers have reviewed and understand ISPs and care plans
• Serve as a clinical/resource contact for caregiver questions
• Identify caregiver training needs and collaborate with Human Resources

Direct Care Service Responsibilities

• Provide companion care, personal care, and other authorized services to clients/participants as assigned
• Assist with activities of daily living including mobility support, transfers, and personal care
• Assist with light housekeeping tasks including vacuuming, dusting, and bathroom cleaning as part of service delivery
• Provide care to bedbound clients when required
• Document services accurately in agency-approved systems
• Follow infection control procedures, safety standards, and participant rights requirements

Documentation & Compliance Support

• Maintain confidentiality in accordance with HIPAA and agency policy
• Maintain records to support audits, licensing reviews, and payer requirements

Administrative & Operational Duties

• Maintain open communication between agency leadership, caregivers, clients, and families
• Answer incoming calls and direct inquiries appropriately
• Participate in agency on-call rotation
• Assist with general office and operational tasks as assigned

Physical Requirements

• Ability to travel to client homes for visits and service delivery
• Ability to assist with transfers, mobility, and personal care tasks
• Ability to provide hands-on care to bedbound clients
• Ability to perform light housekeeping tasks as part of service delivery
• Ability to lift, assist, and support clients consistent with agency safety policies

Qualifications

• Prior experience in home care, personal care services, direct support, or healthcare required
• Experience with ISP-based services and care plan management preferred
• Knowledge of ODP waiver services and Pennsylvania home care regulatory standards preferred
• Strong communication, organization, and documentation skills
• Ability to train and supervise caregivers effectively
• Valid driver’s license and reliable transportation required
• Experience with WellSky, HCSIS, Microsoft Office, and Google Workspace preferred

Compliance & Employment Statements

• Employees must maintain confidentiality and comply with HIPAA and privacy laws
• All hours worked must be accurately recorded
• Administrative and direct care hours are combined for overtime calculations
• Employees must follow policies related to participant rights, infection control, safety, and mandated reporting
• The agency is an Equal Opportunity Employer and complies with all applicable federal, state, and local employment laws
• Employment is at-will and may be terminated by either party at any time, with or without cause or notice, consistent with Pennsylvania law

Job Description Disclaimer

This description outlines the general nature and level of work performed and is not intended to be an exhaustive list of duties. Responsibilities may change based on operational needs, regulatory updates, payer requirements, or agency growth.

Pay: $18.50 - $19.00 per hour

Expected hours: 37.5 – 45.0 per week

Benefits:

• 401(k) matching
• Flexible schedule
• Health savings account
• Paid sick time
• Paid time off
• Paid training
• Professional development assistance
• Profit sharing
• Referral program

Work Location: In person