Home Care Coordinator (Medicaide Waiver and Veterans Programs) in Saint Paul, Minnesota at Serenity Home Health Care

Home Care Coordinator

Job Summary

The Home Care Coordinator is responsible for coordinating the delivery of high-quality, non-skilled home care services while supporting the operational efficiency, client acquisition, caregiver recruitment, onboarding, training, and overall growth of the assigned Serenity branch. This position serves as a primary point of contact between clients, caregivers, applicants, families, case managers, referral sources, and internal departments to ensure seamless service delivery, regulatory compliance, and exceptional customer satisfaction. The Home Care Coordinator plays an essential role in expanding the agency's client base, maintaining an adequate and qualified caregiver workforce, ensuring timely staffing of authorized services, and promoting client and caregiver retention. The position requires a proactive, results-driven individual who demonstrates strong organizational skills, accountability, professionalism, effective communication, and the ability to manage competing priorities. The Home Care Coordinator is expected to meet established performance expectations and key performance indicators (KPIs) related to client acquisition, caregiver recruitment, onboarding, staffing utilization, service delivery, compliance, and retention.

Responsibilities

Client Acquisition and Care Coordination

• Actively support client acquisition through referral follow-ups, community outreach, and relationship building with referral sources.
• Receive, document, and process client referrals, ensuring timely follow-up and admission
• Coordinate client intake, eligibility verification, service authorizations, and required assessments with the appropriate departments.
• Facilitate timely client admissions and commencement of services
• Maintain regular communication with clients, families, and case managers to ensure continuity of care and client satisfaction
• Address client complaints, service concerns, and scheduling issues promptly
• Monitor client retention, referral conversion, and admission targets
• Ensure client records and service information are accurate and updated in AxisCare.

Caregiver Recruitment and Acquisition

• Support caregiver recruitment and acquisition to meet existing and anticipated staffing needs.
• Identify staffing shortages and actively source qualified caregiver applicants through referrals, outreach, and approved recruitment channels
• Coordinate applicant screening, interviews, and follow-ups in collaboration with HR
• Maintain an active pipeline of prospective caregivers to support branch growth and staffing requirements.
• Track recruitment activities, applicant progress, and caregiver acquisition targets
• Collaborate with HR and management to improve caregiver recruitment and retention.

Caregiver Onboarding and Training

• Coordinate the onboarding process for newly hired caregivers in collaboration with HR and Compliance.
• Ensure required onboarding documents, background checks, and applicable compliance requirements are completed before caregiver placement.
• Schedule and facilitate new-hire orientation and approved non-clinical training session.
• Coordinate initial, ongoing, and refresher training in accordance with agency policies and applicable regulatory requirements
• Train caregivers on agency procedures, professional expectations, client service standards, and proper use of AxisCare and EVV systems.
• Maintain accurate onboarding and training records, including completion dates and outstanding requirements.
• Monitor training compliance and coordinate corrective or refresher training when necessary.
• Ensure caregivers are appropriately trained and cleared before assignment to clients.

Caregiver Scheduling, Supervision, and Retention

• Coordinate caregiver schedules and assignments based on client needs, authorized hours, caregiver qualifications, and availability.
• Ensure timely staffing of new and existing clients while minimizing unstaffed cases and missed visits.
• Monitor caregiver attendance, punctuality, availability, and adherence to assigned schedules.
• Address caregiver concerns and coordinate replacements when necessary to maintain continuity of care.
• Provide operational guidance, coaching, and support to caregivers.
• Identify and report caregiver performance concerns to HR and management.
• Support caregiver engagement, satisfaction, and retention initiatives.
• Monitor staffing utilization and work toward established staffing targets.

EVV Monitoring and Regulatory Compliance

• Monitor caregiver clock-in and clock-out activities and ensure compliance with EVV requirements.
• Review visit records for missed visits, incomplete documentation, unauthorized hours, and discrepancies.
• Investigate and escalate suspected time falsification, inaccurate documentation, or other compliance concerns.
• Ensure services are delivered within approved authorizations and documented accurately.
• Communicate client hospitalizations, deaths, discharges, and eligibility changes promptly to the appropriate departments.
• Collaborate with Billing, Eligibility, and Compliance to resolve documentation and service-related discrepancies.
• Maintain accurate client and caregiver records and support internal audits and quality improvement initiatives.
• Ensure compliance with Serenity policies, applicable state regulations, and payer requirements

Office Administration and Reporting

• Support daily branch operations, including phone calls, emails, client inquiries, and general administrative activities.
• Maintain accurate client, caregiver, referral, onboarding, and operational records.
• Coordinate office appointments, interviews, training sessions, and meetings.
• Assist with billing preparation by ensuring service documentation is accurate and complete.
• Monitor office supplies and coordinate administrative needs.
• Prepare and submit required operational reports, including client acquisition, caregiver recruitment, onboarding, staffing, and service delivery.
• Collaborate with internal departments to resolve operational challenges and improve efficiency.
• Perform other related duties as assigned by management.

Core Competencies

The Home Care Coordinator is expected to demonstrate Serenity's core values:

• Competence: Performs responsibilities accurately and effectively.
• Dedication: Demonstrates commitment to clients, caregivers, and organizational goals.
• Initiative: Proactively identifies and addresses operational needs and growth opportunities.
• Friendliness: Maintains positive and professional relationships.
• Accountability: Takes ownership of responsibilities, performance, and results.
• Excellence: Consistently strives for high-quality service delivery.
• Loyalty: Demonstrates commitment to Serenity's mission, values, and success.

Performance Expectations

The Home Care Coordinator is expected to meet established performance targets, maintain accurate documentation, ensure timely follow-up on assigned responsibilities, and actively contribute to client acquisition, caregiver recruitment, staffing efficiency, and overall branch growth. Performance will be evaluated based on operational results, compliance, service quality, attendance, teamwork, and adherence to Serenity's policies and procedures.

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Human Services, Nursing, or a related field preferred.
• Minimum of 2 years of experience in home care, home health, healthcare staffing, patient coordination, scheduling, client services, or healthcare operations.
• At least 3 to 5 years of experience in Home Care and 3 years of experience in office administration
• Experience coordinating caregiver schedules and managing client service needs in a fast-paced environment.
• Knowledge of Medicaid Waiver Programs, non-medical home care services, Electronic Visit Verification (EVV), and healthcare compliance requirements preferred.
• Experience with home care software platforms such as AxisCare, ClearCare/WellSky, AlayaCare, or similar systems preferred.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, and Teams).
• Strong organizational, time management, and multitasking skills with the ability to manage competing priorities.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and conflict-resolution abilities.
• Ability to maintain confidentiality and handle sensitive information with professionalism.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Valid driver's license, reliable transportation, and ability to travel locally when required.

Physical Experience

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.