Customer Experience Rep

Care Coordinator Job Description

Pay: $21/hour

Job Summary: The Care Coordinator at Moonbow Resources plays a critical role in ensuring high-quality care delivery to our clients and staff. This position supervises Moonbow staff in person and remotely and utilizes various tools and systems to monitor performance and ensure compliance with company standards. The Care Coordinator is responsible for maintaining strong relationships with Moonbow staff and our clients, addressing concerns, and ensuring satisfaction with our services.

Success in this role requires exceptional customer service skills, strong organizational abilities, and the capacity to work independently while managing multiple priorities. The number one expectation for our Care Coordinators is to embody Moonbows mission, demonstrating genuine care and commitment to the well-being and success of the clients we serve.

Duties/Responsibilities:

• Ensure all clients have all assignments filled within the timeline requested.

• Oversee Moonbow staff providing support care to clients, ensuring quality service and compliance with care plans.

• Conduct formal handshakes between clients and staff on their first shift to ensure a warm welcome, providing support and addressing any initial concerns.

• Handle challenging conversations with Moonbow staff, document follow-up actions, and issue disciplinary documentation as necessary.

• Observe and coach all Moonbow staff on their team.

• Regularly follow up with Moonbow staff and our clients to confirm services meet expectations and arrange additional follow-ups as needed.

• Quickly secure replacements for Moonbow staff when needed and collaborate with the team for interim coverage.

• Shadow new Moonbow staff for their first 1-2 shifts to ensure they are trained, understand the clients needs, and that the client is comfortable with the services.

• Conduct monthly in-person or virtual visits to clients locations to further understand where we are winning and where we need to improve as an organization or individual.

• Promptly answer calls and ensure detailed documentation of all actions and updates in the relevant profiles.

• Pair new clients with Moonbow staff within 7 business days, ensuring compatibility and smooth onboarding.

• If a client requires an assignment we currently do not have staff for, follow up with the recruiting team to ensure the assignment is filled by the required date.

• Maintain accurate and up-to-date client and Moonbow staff profiles.

• Attend any meetings and other team meetings requested by the client, in person or virtually, as required.

• Represent Moonbow Resources at networking events, community gatherings, or other relevant events as assigned by the Care Experience Representative.

• Stay informed about local events, training, and resources that support individuals served.

• Follow up on behavior-related issues, including reviewing incident reports, tracking behaviors, and arranging training as needed in conjunction with the Training Department.

• Complete all required documentation accurately and efficiently.

• Maintain professional communication with Clients, Staff, and Vendors regardless of how they conduct themselves.

• Collaborate with Care Experience Representative to maintain workloads and foster a culture of teamwork.

• Schedule and complete meetings, client visits, and phone calls to effectively manage your caseload.

• Report any suspicions of abuse or neglect in accordance with mandatory reporter responsibilities.

• Audit and ensure strict adherence to HIPAA guidelines in all activities.

• Maintain required certifications and training as outlined by company policy.

• Audit and ensure staff maintains certifications and training as outlined by company policy.

• Be available for overnight travel for in-state and out-of-state meetings as required.

• Maintain an effective work schedule, which may include evenings, early mornings, and weekends, using time-blocking and planning strategies.

• Ensure compliance with all current policies, procedures, and regulations.

• Care Coordinators will rotate covering the Emergency Line monthly.

• Perform additional duties as the company needs to evolve.

Education and Experience:

• 2 -3 years of experience in customer service or sales and marketing

• Supervisory experience preferred.

• High school diploma or GED required.

Physical Requirements:

• Prolonged sitting and computer use.

• Ability to navigate and maneuver in various environments during client visit

Key Traits & Mindset:

• Takes ownership When assigned a task, its completed fully and correctly, meeting expectations without follow-up or micromanagement.

• Detail-oriented Notices the small things and ensures everything is done accurately and efficiently.

• "Leave it better than you found it" mentality Always looks for ways to improve processes, client experiences, and team collaboration.

• Strong communicator Speaks and writes professionallyno slang, no fluffjust clear, concise, and effective communication.

• Initiative taker Doesnt wait to be told what to do; finds solutions, asks smart questions, and gets things done.

• No drama, no excuses Handles pressure, takes feedback well, and doesnt take things personally.

• Adaptable & quick learner Comfortable juggling multiple tasks, learning new systems, and adjusting on the fly.

• Polite & professional Can have tough conversations with staff while maintaining respect and professionalism.

Skills & Experience:

• Tech-savvy Must be comfortable with Google Workspace, Monday.com, and AxisCare (or able to learn quickly).

• Competitive mindset Views the base salary as a starting point, not the finish line. Strives for performance-based bonuses and higher earnings. Thrives in an environment where hitting (and exceeding) goals is rewarded.

• Former athlete or sales-driven background Used to working under pressure, being coached, setting goals, and pushing for the next level.

• Sales & marketing experience Top performer in sales with a natural ability to build relationships and influence others.

• Multi-tasker Able to balance multiple priorities without feeling overwhelmed.

• Problem solver Finds solutions, not excuses.

• Leadership mindset Can guide, support, and hold others accountable without babysitting them.

If you have the compassion and dedication to make a difference in the lives of those we support, wed love to hear from you! Apply today to join our team. If you have any questions, feel free to reach out to recruiting@kidsllc.org