Job Purpose :
Reporting to and under the supervision of the General Manager, the Client Experience Specialist is responsible for supporting day-to-day operations of the Care Coordination team, managing client relationships, and assisting in the retention of direct care employees. This role ensures high-quality care, promotes client and employee satisfaction, and actively demonstrates the core values of Kindness, Generosity, Responsibility, Teamwork, and Progress. Collaboration with internal teams, caregivers, clients, and their families is integral to upholding Comfort Keepers’ mission.
Essential Functions :
Client Process :
- Conduct client communication and check-in calls to follow up on service satisfaction.
- Serve as the primary care coordinator for clients with authorization for services including Veterans (VA), Leelanau County Senior Services (LCSS), and PACE.
- Convert prospects to clients and establish client records, including sending welcome letters, doctors' letters, and thank-you referral cards.
- Interface with community resources to address client needs.
- Enter data into scheduling software for changes to Plans of Care (POC).
- Conduct compliance reviews and timely updates to care plans.
- Conduct in-person or phone reassessments as assigned.
- Organize and submit nursing paperwork for agency / VA / Insurance clients monthly.
- Monitor authorization limits and expirations.
- Facilitate caregiver introductions to clients and conduct satisfaction surveys following initial visits.
Onboarding New Direct Care Employees :
Participate in the coordination for new employees, including shadow shifts, field introductions, and supervisory visits.Conduct first visit check in support and check ins at one, two, and three weeks with new hires.Conduct 30-Day Stay Interviews to assess new employee strengths and areas for growth.Retaining Direct Care Employees :
Maintain communication schedules for new hires and provide feedback to operations team members.Develop positive relationships with employees to foster communication and rapport.Provide in-field coaching and support to ensure continued success.Team Collaboration :
Collaborate with team leaders to address client and caregiver concerns.Partner with administrative staff to schedule supervisory visits and reassessments.Work with scheduling and operations teams to ensure efficient resource allocation.General :
Track all activities in VIV and participate in bi-monthly Care Coordinator Meetings.Represent Comfort Keepers positively in all interactions with clients, caregivers, and community members.Qualifications :
Bachelor’s degree or equivalent experience required.At least two years of experience in a healthcare setting are preferred.Experience in coordinating healthcare and onboarding / training processes preferred.Valid driver’s license with valid auto insurance.Must be able to successfully pass a nationwide criminal background check.Demonstrated excellent communication skills and a positive, professional business image.Required Knowledge, Skills, and Abilities :
Exceptional customer service and relationship-building skills.Strong organizational and problem-solving abilities.Effective oral and written communication skills.Proficiency in basic computer applications in a Microsoft Windows environment.High level of judgement and confidentiality related to client and employee privacy and HIPAA compliance.Is responsive to the needs of others and is a team player who demonstrates a commitment to co-workers and to company vision, values and goals.Working Environment and Physical Requirements :
Prolonged periods of sitting and working on a computer daily, including typing and answering, resolving inquiries, and directing phone calls.Travel throughout the service area, requiring navigation of weather conditions and client home environments.Frequent sitting, standing, speaking, and navigating technology both on a desktop computer and on a mobile device.Lifting requirements : 15 lbs. or fewer as needed.Occasional to moderate bending, twisting, reaching, grasping.Frequent operation of standard office equipment including phone system, computers, printers / copy machines, and others.Position Type : Administrative, Full Time Salaried, ExemptSupervisory Responsibility : YesReports to : Quality Care Manager
