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Care and Office Coordinator
Care and Office CoordinatorSenior Helpers of Castle Rock & Parker • Parker, CO, US
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Care and Office Coordinator

Care and Office Coordinator

Senior Helpers of Castle Rock & Parker • Parker, CO, US
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Job Description

Job Description

POSITION SUMMARY :

The Care and Office Coordinator role is responsible for providing exceptional support to clients by addressing inquiries, resolving concerns, and ensuring a positive client experience throughout their journey. This role is also a key position in relation to office operations and caregiver staffing and scheduling. A successful Care and Office Coordinator possesses excellent communication skills, a strong customer service mindset, and the ability to manage multiple client interactions with professionalism and empathy.

ESSENTIAL DUTIES & RESPONSIBILITIES (include the following, but are not limited to) :

Client Care

  • Coordinate with management on implementing and revising operational procedures related to quality client care.
  • Serve as the primary point of contact for following up with prospective client leads, with a friendly, professional, and positive approach to encourage booking assessments.
  • Create and send client welcome packets and prospective client packets; coordinate initial “meet and greet” introductions of caregivers with new clients.
  • Respond promptly to any client concerns / complaints ; Document any client complaints concerning a caregiver and review complaints with the management team
  • Act as backup for the completion of documentation for initial assessments, observations, and planning evaluations pertaining to clients
  • Provides assessments and training during onboarding / orientation for various caregiver skills.
  • Tracking documentation on caregiver / companion / sitter / respite competencies related to performing client care tasks or activities

Caregiver Team Support

  • Recruiting, interviewing & selection for new employees (occasional travel for recruitment as needed).
  • Oversee onboarding / orientation for new caregivers.
  • Support regularly scheduled performance evaluations pertaining to caregivers
  • Function as a resource and mentor to peers and subordinates to maintain professional care giving standards
  • Demonstrate ability to accomplish responsibilities in a safe manner, and consistently reinforce good safety attitude and practices displayed by other staff members
  • Coach all staff in proper safety procedures and consistently reinforce procedures
  • Ensure all background and reference checks are completed and all new hire paperwork and records are processed and maintained as required.
  • Enter and maintain accurate staff and client information in scheduling systems (training provided).
  • Schedule and coordinate caregiver staff based on assessment and care plan information for clients, including resolution of any scheduling conflicts due to unexpected changes.
  • Assist the Director of Operations with client assessment coordination (scheduling and follow-up, not conducting assessments); Maintain organized records and generate scheduling reports as needed.
  • Maintain all necessary business, employment records, and employment verification.
  • Support entry and reconcile caregiver time sheets and paycheck issues; coordinate and submit reporting to owner / payroll.
  • Assist with contacting clients and caregivers as needed to solicit feedback and develop plans to improve services and caregiver job satisfaction.
  • Participate in Home Health Personal Care training (provided by the company).
  • Occasionally provide direct care coverage for client shifts when urgent needs arise.

    • These shifts are in addition to your part-time office hours, offering the opportunity to increase weekly hours and gain hands-on care experience.

    General Office Operations Coordinator

  • Manage daily office operations, ensuring a professional workplace.
  • Answer and screen incoming phone calls professionally, providing assistance and taking necessary action.
  • Receive general inquiries, provide information to potential clients, resolve client issues, perform lead qualification, update leads, and schedule assessment appointments.
  • Develop reports as requested. Assist in analyzing data for performance improvement.
  • Maintain necessary records related to supported programs, e.g., long-term care insurance, veterans’ programs, etc.
  • Support billing, payments, and financial processes for the company.
  • Assist with social media, digital marketing, and creative content postings as needed.
  • Support leadership in developing client referrals.
  • Perform other administrative and office tasks, as requested.

    • KNOWLEDGE, SKILLS & ABILITIES Reasonable accommodation may be made for individuals with medical limitations or disabilities to perform essential functions.

  • Exceptional and verifiable customer service, client relations, and employee relations skills and experience; demonstrating the ability to be professional and courteous in interactions - exercising good judgment to resolve concerns at all levels internally and externally.
  • Is sensitive and skilled in dealing with differing feelings and values of both internal and external customers. Withholds judgment and actively listens; seeks to understand.
  • Excellent organizational skills, attention to detail, and the ability to prioritize and meet deadlines in a changing and fast-paced environment.
  • Excellent comprehension and communication skills, with the ability to listen to and understand information and ideas presented through verbal communication in person and over the phone.
  • Must demonstrate enthusiasm, trustworthiness, personal integrity, and honesty.
  • Ability to maintain confidentiality with sound decision-making skills per HIPAA laws and regulations, company policies, culture, and philosophy.
  • Ability to work both independently and as part of a team, involving leadership when necessary.
  • Good decision-making skills, with the ability to analyze information, evaluate results, and implement the best solution to solve problems or challenges.
  • Proactive communication to prevent problems.
  • Self-motivated, with a willingness to learn and dedication to keeping up to date technically.
  • Curious and motivated to learn.
  • Able to hold self and others accountable for maintaining ethical and compliant business practices in alignment with the organizational Mission, Vision & Values.
  • Passionate about providing excellent care to our clients.

    • QUALIFICATIONS

  • High School Diploma or GED required; some college preferred.
  • Friendly, approachable personality — able to connect with prospective clients and caregivers by phone and email.
  • Comfortable working in a fast-paced environment and handling multiple priorities.
  • Professional, reliable, and committed to building long-term success with our team.
  • Minimum of one year in an office setting or equivalent experience preferred.
  • Previous experience in scheduling, office coordination, or customer service strongly preferred.
  • Strong organizational, communication, and problem-solving skills.
  • Home care or geriatric experience preferred
  • Bachelor’s degree or related secondary education or certification in Business degree or equivalent is a plus.
  • Proficiency in computer skills and MS Office applications, with the ability to learn and utilize other software programs quickly.

    • PHYSICAL DEMANDS (includes but is not limited to) :

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with medical limitations or disabilities to perform the essential functions.

  • Able to move items up to 20 lbs.
  • Able to remain in a stationary position for extended periods.
  • Able to communicate with others over the phone and in person to accurately exchange information.
  • Able to acquire information from a variety of resources.
  • Able to work in a constant state of alertness and a safe manner.

    • WORK ENVIRONMENT

    The work environment is characteristic of a standard office environment. Electrical hazards related to frequent contact with office equipment. Hazards associated with occasional local travel to client homes.

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    Office Coordinator • Parker, CO, US

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