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Client Care Coordinator (Scheduling & Quality Assurance)

Position Summary

The Client Care Coordinator is responsible for maintaining the integrity, accuracy, and continuity of Housen Homecare’s client-caregiver schedules using the AxisCare home care management system. This role serves as a central point of coordination between clients, caregivers, and internal leadership to ensure appropriate staffing, timely communication, and compliance with Electronic Visit Verification (EVV) and agency quality standards. The Coordinator plays a key role in supporting caregiver success, client satisfaction, and operational efficiency while adhering to applicable Federal and Maryland labor laws, agency policies, and payer requirements.

Work Schedule

Primary Hours: Monday–Friday, 9:30 a.m. – 5:30 p.m. Additional Coverage: o Phone coverage on alternate weekends o Phone coverage on designated holidays, as scheduled Overtime, if required, must be pre-approved and is compensated in accordance with the Fair Labor Standards Act (FLSA) and Maryland law.

Essential Job Functions Scheduling & Operations

Prepare, maintain, and adjust daily and ongoing caregiver schedules in AxisCare Match caregiver skills, availability, and preferences with client care needs and care plans Monitor, communicate, and document all schedule changes in real time Ensure continuity of care by proactively addressing call-outs, coverage gaps, and urgent staffing needs

Caregiver Support & EVV Compliance

Provide guidance and support to caregivers regarding: o AxisCare mobile app and telephony o Electronic Visit Verification (EVV) requirements o Care plan instructions and client-specific expectations Assist with verification of caregiver time entries and ensure accurate clock in/clock-out practices Escalate timekeeping discrepancies or compliance concerns per agency protocol Client & Family Communication Serve as a professional, courteous first point of contact for clients and families Address routine scheduling concerns and determine when escalation to management or nursing staff is required Conduct quality assurance and follow-up calls as assigned Documentation & Quality Assurance Maintain accurate, timely documentation in AxisCare, including: o Client compliments and concerns o Incidents, hospitalizations, and service interruptions o Significant communications with caregivers, clients, families, and referral partners Support agency quality assurance initiatives and audits Collaboration & Professional Conduct Actively contribute to a team-oriented work environment by collaborating with office staff, managers, caregivers, and leadership to meet and exceed the agency’s high standards for client care and service delivery. Demonstrate a clear understanding that client satisfaction, continuity of care, and regulatory compliance are shared responsibilities requiring cooperation, timely communication, and mutual accountability across departments. Maintain professional, respectful, and solution-focused interactions with all internal and external stakeholders, including caregivers, clients, families, referral partners, and management staff. Foster a workplace culture grounded in respect, trust, and professionalism, recognizing that effective collaboration directly impacts client outcomes, caregiver retention, and the agency’s reputation. Communicate scheduling, operational, and care-related information clearly, accurately, and promptly to ensure alignment among office staff, field staff, and management. Address challenges, conflicts, or service issues constructively and escalate concerns appropriately in accordance with agency policy, rather than allowing issues to disrupt team functioning or client services. Support leadership initiatives, quality improvement efforts, and operational changes by working collaboratively with supervisors and peers to implement solutions effectively. Uphold the agency’s values, confidentiality standards, and code of conduct in all interactions, modeling professionalism and accountability at all times. Required Knowledge, Skills & Abilities Required Proficiency with Microsoft Office (Outlook, Word, basic data entry) Strong verbal and written communication skills High level of accuracy and attention to detail Ability to multitask, prioritize, and problem-solve in a fast-paced environment Demonstrated customer service skills and professionalism Ability to work independently while following established procedures Willingness to provide reasonable scheduling accommodations when operationally feasible Ability to maintain composure and professionalism during urgent or stressful situations Preferred Associate degree or equivalent combination of education and experience Prior experience in: o Home care scheduling o Healthcare administration o Customer service in a regulated environment Familiarity with AxisCare or similar home care management systems Knowledge of EVV requirements and home care compliance standards Reporting Relationship Reports directly to the Client Care Manager Employment Classification & Compliance Statement This position is classified as non-exempt under the Fair Labor Standards Act (FLSA). Employees are eligible for overtime pay in accordance with Federal and Maryland wage and hour laws. Equal Employment Opportunity Housen Health Services, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.