Client Care Coordinator

Client Care Coordinator

Senior Helpers of Baltimore & Central Maryland

Position Overview

The Client Care Coordinator supports the delivery of exceptional client care and customer service throughout the client journey — from initial inquiry and onboarding through ongoing service coordination and follow-up.

This role is responsible for coordinating client intake activities, conducting non-clinical client assessments, assisting with implementation and maintenance of client service plans, supporting client satisfaction initiatives, and maintaining consistent communication with clients, families, caregivers, and internal team members.

The Client Care Coordinator serves as a central communication and coordination resource within the agency, helping ensure services are delivered in a responsive, organized, compassionate, and professional manner consistent with Senior Helpers standards, agency policies, and Maryland home care regulations.

This role works closely with the Director of Operations, scheduling team, nursing staff, caregivers, and business development team to support continuity of care, operational follow-through, client retention, and a consistently high-quality client experience.

The ideal candidate is highly organized, service-oriented, emotionally intelligent, and comfortable balancing empathy with operational accountability in a fast-paced healthcare environment.

This position reports directly to the Director of Operations.

Key Responsibilities

Client Intake & Assessments

• Conduct non-clinical client intake visits and gather information regarding client routines, care preferences, support needs, safety considerations, and family expectations.
• Complete Senior Helpers LIFE Profile assessments and other agency-approved intake documentation.
• Assist with development, coordination, and maintenance of client service plans under the direction of agency leadership and clinical staff.
• Coordinate timely service initiation, caregiver introductions, and onboarding communication with clients and families.
• Ensure intake documentation, service agreements, authorizations, and required forms are completed accurately and timely.
• Collaborate with nursing leadership regarding clinical concerns, personal care needs, changes in condition, and regulatory requirements.
• Support rapid response to hospital discharges, transition-of-care referrals, and urgent client start requests.
• Coordinate scheduling of assessments, supervisory visits, and service starts to support operational responsiveness and continuity of care.

Client Relationship Coordination

• Serve as an ongoing point of contact for clients and families regarding routine service coordination and communication.
• Conduct client follow-up calls, supervisory visits, wellness check-ins, and satisfaction outreach in accordance with agency policies and state requirements.
• Maintain proactive communication with responsible parties and family decision-makers regarding service updates, schedule changes, client concerns, and evolving care needs.
• Respond promptly and professionally to routine client questions, concerns, and service requests.
• Escalate significant client concerns, complaints, retention risks, service failures, or caregiver issues to agency leadership.
• Assist with service recovery efforts and follow-up communication as directed by leadership.
• Help identify changes in client needs, family dynamics, or service expectations and communicate updates to the operations team.
• Support a positive and high-touch client experience centered on responsiveness, professionalism, compassion, and trust.

Client Census & Service Coordination

• Maintain accurate client census tracking and communicate service changes, hospitalizations, pauses in service, pending discharges, and client updates to leadership.
• Assist with weekly and monthly census review preparation.
• Track client care plan updates and ensure documentation remains current within agency systems.
• Coordinate communication between clients, caregivers, scheduling staff, and operations team regarding service changes and continuity of care.
• Support continuity of care efforts through effective caregiver-client communication and coordination.
• Identify and communicate changes in client needs, family concerns, or service trends to agency leadership.

Operational Support

• Maintain accurate and timely documentation within WellSky and other approved systems.
• Support operational reporting, quality assurance initiatives, audit readiness, and documentation compliance.
• Participate in team meetings, operational discussions, and case coordination meetings.
• Assist with monitoring completion of supervisory visits, assessments, and required client documentation.
• Support after-hours or urgent client communication needs as assigned.
• Maintain strong attention to detail and follow-through regarding client-related tasks and communication.
• Promote a culture of compassion, accountability, responsiveness, teamwork, and professionalism throughout the organization.

Community & Referral Support

• Support timely follow-up with prospective clients and referral inquiries.
• Assist the Business Development team with intake coordination and communication related to new referrals.
• Help facilitate smooth transitions for hospital discharges, rehab transitions, hospice coordination, and community-based referrals.
• Participate in community outreach activities and events as requested.
• Represent Senior Helpers professionally in all interactions with clients, families, referral partners, caregivers, and community organizations.

Compliance & Confidentiality

• Maintain compliance with Senior Helpers system standards, HIPAA requirements, agency policies, and Maryland COMAR regulations.
• Ensure all assessments, supervisory visits, client updates, and service documentation are completed within required timeframes.
• Protect confidentiality of all client, caregiver, employee, and company information.
• Escalate any compliance concerns, incidents, or client safety issues to leadership immediately.

Qualifications

• Bachelor’s degree preferred in healthcare administration, social work, gerontology, human services, business, nursing, or related field.
• Minimum of 1–3 years of experience in home care, healthcare, client services, senior services, customer service, or care coordination preferred.
• Experience working with seniors, families, or healthcare clients strongly preferred.
• Strong communication, organization, customer service, and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and healthcare software platforms such as WellSky preferred.
• Valid driver’s license and reliable transportation required.
• Ability to travel locally for client visits, assessments, and supervisory visits.

Desired Characteristics

• Compassionate and client-focused
• Responsive and service-oriented
• Highly organized and detail-oriented
• Professional communicator
• Team-oriented and collaborative
• Calm under pressure
• Positive attitude and adaptable mindset
• Strong follow-through and accountability
• Comfortable balancing empathy with operational structure

Performance Expectations

Success in this role will be measured by:

• Timeliness and completion of client assessments and follow-up activities
• Accuracy, organization, and quality of documentation
• Responsiveness to client and family communication
• Completion of supervisory visits and quality assurance tasks
• Support of agency client satisfaction and retention goals
• Effective communication and coordination with caregivers and internal teams
• Timely escalation and communication of client concerns or operational issues
• Contribution to a positive, responsive, and organized client experience

Position Details

• Full-Time
• Exempt or Non-Exempt based on final compensation structure
• Reports To: Director of Operations
• Supervisory Responsibilities: None

Senior Helpers Mission & Values

Mission

To ensure a better quality of life for our clients and their families by providing dependable, affordable care and peace of mind.

Core Values

• Integrity Without Compromise
• Improve Quality of Life
• Open & Effective Communication
• Positive Attitude
• Continuous Advancement
• Celebrate Life

Senior Helpers is an Equal Opportunity Employer committed to fostering an inclusive, respectful, and professional workplace.

Organizational Impact

The Client Care Coordinator plays an important role in supporting the client experience and operational coordination of the agency. By maintaining strong communication, timely follow-up, organized documentation, and responsive service coordination, this role helps ensure clients and families feel supported, informed, and cared for throughout their relationship with Senior Helpers.

This position serves as a key connector between clients, families, caregivers, scheduling, operations, and clinical leadership — helping create a consistent, compassionate, and dependable care experience.