Job Description

Position: Service Coordinator 
Location: Brooklyn, NY
Salary: $85,000-$110,000

Our client is a fast-growing home care agency that was established in 2018, and as of 2024 has nearly reached 7,000 active patients. The NHTD department has been around since 2022 and has quickly become responsible for 400+ patients of our total company census. NHTD aims to provide seniors in need of high-hour care with the support they need to prevent nursing home placement, and service coordination plays a crucial role in helping our patients achieve that.  

About the role:  

A service coordinator's role is to provide case management-style services to the 25 patients assigned to their caseload. When describing the role in a few simple sentences, we tend to divide it into two categories; task-based responsibilities and retention and problem-solving-based responsibilities. Task-based responsibilities refer to tasks that are predictable in nature and have simple and process-based execution. In a service coordination role, that can refer to things like ordering medical supplies for patients, scheduling their medical transportation, and completing their routine paperwork to maintain their enrollment in the program. The retention-based responsibilities are not scheduled tasks and become relevant as patients express frustration or the need for staffing changes. Though less predictable, this is equally as crucial as the task-based responsibilities as your ability to de-escalate these situations as they arise will directly correlate to a calmer and more stable caseload.  

Key Accountabilities:  

• Maintaining communication with all patients on a monthly basis, or more frequently as needed.  

• Prevent patient discharges to other agencies by troubleshooting issues. 

• Maintaining good relationships with the staffing coordination team  

• Ensure all patients have home visits completed quarterly  

• Compliance with paperwork completion in accordance with due dates and timelines.  

• Proper utilization of internal systems.  

• Fulfilling patient's requests for additional resources such as supplies and transportation, amongst others.  

First 90 days of employment:  

During the 90-day probationary period, focusing on several key areas is essential for ensuring success in your new role.  

• Attendance and punctuality.  

• Customer-first approach.  

• Resourcefulness and adaptability  

• Alignment with our core values  

• Understanding of the role and responsibilities 

Detailed  

The above is an overview of your role's responsibilities, focusing on key areas without delving into specifics that may be complex before you're familiar with the material. Once you've gained a solid understanding, you'll find a detailed list of day-to-day tasks below. We encourage you to refer to this list often to assess your work independently.  

• Correct utilization of Bolt (our CRM) - notating conversations with patients, updating follow-up dates and workflows, and uploading necessary forms.  

• Proactively following up on patient complaints, coming up with solutions, and knowing when to escalate more serious complaints.  

• Follow-ups and responses to tickets received by on-call and Smartsheet's (internal system).  

• Quarterly in-person visits are completed quarterly and arranged in advance. 

• Following up on patients who are placed on hold or hospitalized statuses to expedite resumption of services (before or after SOC)  

• Decreasing Overtime for caregivers by engaging in conversations with patients' families.  

• Completion of time-sensitive documentation such as Team meetings, Face to Face encounters, SRI’s, and Renewal plans (RSP’s). Paperwork should also be person-centered and unique to each patient.  

• Prevent patient complaints from being escalated to external organizations such as DOH grievances  

• Quality assurance check-ins with quiet patients  

• Aide onboarding oversight  

• Pre-billing completion  

• Proper processing of new SOC cases, and handover of information to the staffing department  

• Understanding SRI’s, when to report and how to write them. Looping in Nursing and compliance as appropriate, and documenting complaints in HHAX (internal system) 

While this overview provides a helpful framework, what truly defines an extraordinary employee goes beyond specific guidelines. An exceptional employee is adaptable, resourceful, and consistently demonstrates the qualities of a team player. The responsibilities of this role may evolve over time based on the company's current needs.  

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