Job Description

Job Location: At Home Care of Kentucky INC - Bowling Green, KY 42104- Intake/Scheduling Coordinator
Experience required. LPN or MA preferred. Pay: $22-$30/Hour
In this dual role, you will be the first point of contact for new clients and a key player in coordinating caregiver and nursing schedules to ensure seamless, compassionate care in the home environment.
Job Purpose:
- The Intake/Scheduling Coordinator plays a crucial role in the initial stages of client interaction at At Home Care of Kentucky. This position is responsible for gathering and processing all necessary information from potential clients, ensuring a smooth and efficient onboarding experience. The Intake Coordinator acts as the primary point of contact for new clients, guiding them through the intake process and setting the foundation for a positive and productive client relationship.
Key Responsibilities:
- Receive and respond to all incoming client inquiries (phone, email, and web forms) in a timely and professional manner.
- Conduct initial client consultations to understand their needs, goals, and eligibility for services.
- Gather and accurately document all required client information, ensuring completeness and confidentiality.
- Accurately enter client data into the company's database and maintain updated records.
- Explain the company's services, policies, and procedures to potential clients clearly and concisely.
- Schedule intake appointments and manage the intake calendar efficiently.
- Collaborate with internal teams to ensure a seamless transition of client information and facilitate the onboarding process.
- Follow up with clients as needed to gather missing information or answer any questions.
- Maintain organized and easily accessible client files, both physical and electronic.
- Identify and escalate any potential client issues or concerns to the appropriate team members.
- Contribute to the continuous improvement of intake processes and procedures.
- Stay informed about industry best practices and regulations related to client intake.
- Perform other related duties as assigned.
Scheduling Responsibilities:
- Assists with maintaining a complete and accurate visit schedule, tracking staff and availability, cancellations, late arrivals and/or early departures from assigned shifts, fully utilizing assigned scheduling software.
- Monitors electronic clock-ins and clock-outs for field staff, addresses missed clocks, and troubleshoots as needed.
- Finds replacements for staff that call in sick or are unable to work as needed.
- Verifies all weekend shifts on Friday to assure that all needs for the weekend are addressed as needed.
- Recruits and assists in the hiring process and orientation process when warranted.
- Assists in coaching employees as needed.
- When on-call, uses every effort to find staff when there is a need, keeps a log of events including employee availability, employee issues, problems with staff or client concerns as needed.
- Understands and resolves concerns from clients in a positive and professional manner.
- Maintains good communication with all personnel, supervisory staff, and all departments.
- Assists with ensuring staff continuing education is completed, as needed.
- Assists the Billing Department with verification and timely submission of information necessary to bill.
- Reports all Critical Incidents, injuries, leave requests, or any other unusual situations to the appropriate contact personnel immediately and assists if requested.
- Understands and assures adherence to all organizational and external policies, procedures, and processes (administrative, personnel, etc.). Seeks guidance and further clarification of organizational policies, procedures, and processes when uncertainty/confusion arises.
- Always maintains a professional appearance. Follows dress code policy requirements.
- Maintains confidentiality of information related to business practices, business activities and personnel, including such information also covered under HIPAA regulations.
- May assist with admissions, field staff supervisory visits, and field staff training.

QualificationsPreferred

Experience:
- 1 year of experience in a customer service or administrative role and/or in home care.
- Experience with data entry and record keeping.
- Experience with scheduling and appointment setting.
Required Skills and Abilities:
- Excellent communication and interpersonal skills.
- Strong organizational and time management skills.
- Ability to multitask and prioritize tasks effectively.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Ability to work independently and as part of a team.
- Ability to maintain confidentiality and handle sensitive information.
- Ability to learn new software and systems quickly.