Internal Care Coordinator
Comfort Keepers group, Petoskey, MI, United States
Job Purpose:
The Internal Care Coordinator is responsible for supporting the day-to-day operations of the Care Coordination team, including client scheduling and service coordination, managing client relationships, and assisting with the onboarding and retention of direct care employees.
This role ensures high-quality care delivery, promotes satisfaction among clients and caregivers, and upholds Comfort Keepers’ core values of Kindness, Generosity, Responsibility, Teamwork, and Progress. The Internal Care Coordinator plays a key role in ensuring consistent care experiences, client compliance, and effective collaboration across office and field teams.
Key Responsibilities:
Client Care Coordination:
Serve as the primary care coordinator for assigned clients, including those with authorizations (e.g., Veterans Affairs (VA), LTBB)
Convert inquiries into active clients and complete all intake processes, including setting up records, sending welcome packets, doctor notifications, and thank-you cards to referral sources.
Conduct reassessments (phone or in-person) and ensure timely updates to Plans of Care (POC).
Monitor service authorizations, expiration dates, and utilization limits.
Document client care updates and communicate changes to the scheduling and field teams.
Conduct client check-ins to assess satisfaction and ensure quality of care.
Facilitate caregiver introductions and perform follow-up satisfaction surveys after initial visits.
Assist with prospect calls and prospect follow up.
Input and maintain client care data in VIV.
First responder in office to help navigate emergent client needs.
Monitor/respond to internal communication between families and caregivers on scheduling software.
Scheduling & Service Coordination:
Own and manage daily client scheduling across assigned caseload and office needs.
Match caregivers to clients based on plan of care, skills, compatibility, and availability.
Ensure all client shifts are filled in a timely manner, minimizing gaps in care.
Proactively address open shifts, call-offs, and schedule changes.
Coordinate real-time schedule adjustments to maintain continuity of care.
Communicate schedule updates clearly with caregivers, clients, and families.
Monitor overtime, travel efficiency, and scheduling optimization.
Utilize scheduling software (VIV) to manage real-time scheduling and documentation.
Caregiver Retention Support:
Develop positive relationships with caregivers to promote trust, retention, and engagement.
Communication on plan of care updates to caregivers.
Support caregiver lifecycle from interview through onboarding and ongoing retention, ensuring a positive and consistent employee experience.
Assist with coordination of technology installation.
Accurately entering and maintaining client information in tech platforms.
Assist families/caregivers with troubleshooting.
Become an expert on Comfort Keepers various technologies.
Technology Management:
Assist with coordination of technology installation.
Accurately entering and maintaining client information in technology platforms.
Assist families/caregivers with troubleshooting technologies.
Provide support and guidance in all areas for Comfort Keepers technologies.
Team Collaboration & Communication:
Work with scheduling and client services teams to address care concerns, reassessments, and urgent client needs.
Coordinate calendars and schedules related to reassessments, supervisory visits, and nursing follow-ups.
Collaborate with the office team to ensure efficient resource allocation and alignment with care priorities.
Participate in regular Care Coordinator meetings and other team discussions.
General:
Document all activity in the electronic records keeping system as required including phone calls in and out, using tags, and recording notes regarding interactions and conversations.
Assist with answering phones.
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.
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The Internal Care Coordinator is responsible for supporting the day-to-day operations of the Care Coordination team, including client scheduling and service coordination, managing client relationships, and assisting with the onboarding and retention of direct care employees.
This role ensures high-quality care delivery, promotes satisfaction among clients and caregivers, and upholds Comfort Keepers’ core values of Kindness, Generosity, Responsibility, Teamwork, and Progress. The Internal Care Coordinator plays a key role in ensuring consistent care experiences, client compliance, and effective collaboration across office and field teams.
Key Responsibilities:
Client Care Coordination:
Serve as the primary care coordinator for assigned clients, including those with authorizations (e.g., Veterans Affairs (VA), LTBB)
Convert inquiries into active clients and complete all intake processes, including setting up records, sending welcome packets, doctor notifications, and thank-you cards to referral sources.
Conduct reassessments (phone or in-person) and ensure timely updates to Plans of Care (POC).
Monitor service authorizations, expiration dates, and utilization limits.
Document client care updates and communicate changes to the scheduling and field teams.
Conduct client check-ins to assess satisfaction and ensure quality of care.
Facilitate caregiver introductions and perform follow-up satisfaction surveys after initial visits.
Assist with prospect calls and prospect follow up.
Input and maintain client care data in VIV.
First responder in office to help navigate emergent client needs.
Monitor/respond to internal communication between families and caregivers on scheduling software.
Scheduling & Service Coordination:
Own and manage daily client scheduling across assigned caseload and office needs.
Match caregivers to clients based on plan of care, skills, compatibility, and availability.
Ensure all client shifts are filled in a timely manner, minimizing gaps in care.
Proactively address open shifts, call-offs, and schedule changes.
Coordinate real-time schedule adjustments to maintain continuity of care.
Communicate schedule updates clearly with caregivers, clients, and families.
Monitor overtime, travel efficiency, and scheduling optimization.
Utilize scheduling software (VIV) to manage real-time scheduling and documentation.
Caregiver Retention Support:
Develop positive relationships with caregivers to promote trust, retention, and engagement.
Communication on plan of care updates to caregivers.
Support caregiver lifecycle from interview through onboarding and ongoing retention, ensuring a positive and consistent employee experience.
Assist with coordination of technology installation.
Accurately entering and maintaining client information in tech platforms.
Assist families/caregivers with troubleshooting.
Become an expert on Comfort Keepers various technologies.
Technology Management:
Assist with coordination of technology installation.
Accurately entering and maintaining client information in technology platforms.
Assist families/caregivers with troubleshooting technologies.
Provide support and guidance in all areas for Comfort Keepers technologies.
Team Collaboration & Communication:
Work with scheduling and client services teams to address care concerns, reassessments, and urgent client needs.
Coordinate calendars and schedules related to reassessments, supervisory visits, and nursing follow-ups.
Collaborate with the office team to ensure efficient resource allocation and alignment with care priorities.
Participate in regular Care Coordinator meetings and other team discussions.
General:
Document all activity in the electronic records keeping system as required including phone calls in and out, using tags, and recording notes regarding interactions and conversations.
Assist with answering phones.
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.
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