Client Services Coordinator

2 weeks ago

Walnut Creek, California, United States Catalight Full time

The Client Services Coordinator (CSC) reports to an Assistant Manager within the Catalight Care Services Family of Companies. The CSC is tasked with establishing a care team and scheduling for a designated number of clients. This role involves assessing practitioner availability to create a client team based on client needs and independently presenting it to caregivers, while overseeing the assigned client schedules to ensure compliance with all regulatory requirements.


CORE RESPONSIBILITIES & ESSENTIAL JOB FUNCTIONS
  • Address a variety of complex issues directly with caregivers and clinicians by effectively de-escalating situations and proposing alternative solutions that align with scheduling requirements.
  • Independently manage an assigned group of clients, ensuring that schedule offers are made within the required timeframes and meet service type and authorized hours criteria.
  • Create new treatment groups for clients by applying matching criteria and regrouping recommendations.
  • Maintain ongoing group treatment, which may necessitate adjustments to existing placements.
  • Ensure that full recurring schedule offers are presented to clients within 10 business days following the approval of a client's assessment report or acceptance of a direct treatment client.
  • Collaborate with clinical and administrative teams to fulfill client direct care hour requirements.
  • Guarantee that all assigned clients receive appointment offers every 10 business days to comply with timely access to care regulations.
  • Provide coverage and support for other Analysts as necessary.
  • Handle inbound and outbound communications, responding to emails and correspondence within the custom application.
  • Maintain accurate and reliable documentation in client health care records at all times.
  • Analyze reports that support client hours management and staff hours efficiently.
  • Design schedules for clinical management that strategically optimize their time for client-facing appointments.
  • Manage a personal work queue of high-volume incoming requests from clients, caregivers, and clinical team members.
  • Deliver responses or resolutions that align with timely actions agreed upon as a shared service.
  • Engage in regular meetings with clinical management regarding client schedules.
  • Occasionally provide backup and support to other Client Services roles as needed.
  • Perform other duties as assigned.
QUALIFICATIONS
Minimum Education, Experience & Training Equivalent to:
  • 2+ years of experience in a scheduling or customer service role.
  • AA degree preferred.
  • Experience in a healthcare environment preferred.
  • Bi-lingual in Cantonese or Spanish is a plus.
Knowledge & Skills
  • Sensitivity to working with a diverse population in terms of ethnicity, language, culture, and economic background.
  • A commitment to the organization's values while demonstrating good judgment, flexibility, patience, and discretion when handling confidential matters.
  • Experience in analyzing various scenarios to identify the most effective use of staff to meet client needs.
  • Familiarity with scheduling systems and processes.
  • Ability to work independently with a focus on delivering excellent customer care and service.
  • Knowledgeable in various service lines with expected direct treatment care hours minimum ratios to meet standard obligations.
  • Strong skills in managing conflicting priorities.
  • Proficient in Microsoft Office Suite, particularly Excel, and related software.
  • Ability to effectively multitask and manage daily responsibilities without supervision.
  • Personable and able to work comfortably with individuals at all levels within the organization.
  • Excellent verbal and written communication skills, with frequent proofreading and document accuracy checks.
  • Highly detail-oriented.
  • Strong interpersonal skills.
Physical Requirements:
  • Must be able to communicate effectively within the work environment, read, and write using the primary language of the workplace.
  • Visual and auditory abilities to interact with clients, staff, and others continuously.
  • Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
  • Utilize computer and mobile devices for effective communication.
  • Ability to use virtual meeting software (Zoom, Teams, etc.).
CONDITIONS OF EMPLOYMENT
  • Ability to obtain and maintain criminal record clearance through the Department of Justice.
  • Ability to obtain and maintain clearance through the Office of Inspector General.
  • Must attend any required training.
Time Type:

Full time

Compensation:

$66,650 - $68,000 Annually

The statements contained in this job description reflect general details necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization.

Catalight is an equal opportunity employer.

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