Client Services Coordinator

at  Helping Hands

Team Leadership and Supervision:

• Lead and supervise the Client Service team, ensuring high performance and adherence to organizational policies.
• Provide day-to-day guidance, support, and direction to team members to ensure the effective scheduling and coordination of client services.
• Conduct regular team meetings and “Huddles” to review performance, share updates, and address any issues.
• Assist in the onboarding, training, and development of new team members.
• Oversee the scheduling of client services, including initial intakes, assessments, and ongoing care plans, ensuring all are conducted in a timely and efficient manner

Client Service Management:

• Act as a point of escalation for complex client issues, complaints, or emergencies, and work with the Manager of Client Services to manage and resolve them.
• Leads and is accountable to ensure all client assessments (e.g., RAI CHA’s) are completed accurately and on time by the team and maintain updated client records.
• Manage collaboration with patient navigators, client coordinators, and other stakeholders to ensure seamless service delivery and client care.
• Lead and Manage the scheduling of client appointments, intakes, and assessments for all programs and services offered by Helping Hands.
• Support HR with coverage for employee schedules and staff call outs, ensuring the accuracy of schedules across systems (Alayacare and UKG).
• Based on completed assessments and under the direction of the Manager, Client Services, leads the admittance or decline of clients to services at Helping Hands,
• Completing the onboarding and profile set-up from start to finish.
• Manage referrals and waitlist information for Helping Hands Programs

Performance Metrics and Reporting:

• Manage the tracking, analyzing, and reporting of key team metrics, including service efficiency, client satisfaction, and cancellation rates.
• Prepare and present regular reports to the Manager of Client Services, identifying trends, issues, and areas for improvement.
• Monitor team performance against established goals and objectives, manages providing feedback and implementing corrective actions as needed.

Administrative and Operational Support:

• Assist in preparing documents, reports, memos, and other communication materials as needed.
• Ensure the team adheres to all administrative and operational policies and standard operating procedures, and support the administration of modified work arrangements for front-line staff.
• Participate in the after-hours on-call rotation for scheduling, team leader, and duty officer as needed to support front-line staff and handle emergencies.

Stakeholder Collaboration:

• Act as a liaison with other agencies and service providers to ensure coordinated care and access to resources for clients.

Other Duties:

• Perform other related duties as assigned by the Manager of Client Services to support the overall goals and objectives of Helping Hands.