Client Coordinator

Client Coordinator

Client Accountability:

• Each client coordinator bears the responsibility of overseeing the well-being and care of the clients under their management.

Prompt Client Profile Adoption:

• Profiles for new clients must undergo thorough review and confirmation to ensure accuracy and completeness.

New Client Staffing:

• Staffing for new clients should be finalized within a 48-hour timeframe. 

• Any deviations from this timeframe must be promptly escalated to the Branch Manager for resolution.

Care Plan Adjustment:

• Adjustments to a client's care plan, including changes in services or schedules, must be promptly processed within 1 hour of receiving the updated information.

Timely Communication:

• It is mandatory to communicate immediately with supervisors regarding any changes in a client's details or care plan to ensure effective coordination and continuity of care.

Client’s Schedule:

• All active clients listed on a coordinator’s dashboard, regardless of caregiver assignment status, must have a clearly defined schedule to ensure consistent service delivery.

Thorough Documentation:

• All communication pertaining to clients must be meticulously recorded and documented in the client's profile to maintain accurate and comprehensive records.

Weekly Client Outreach:

• Every Friday, proactive outreach must be conducted to all clients with services on hold, regardless of the reason (e.g., hospitalization, rehabilitation, declining service), to assess their needs and provide necessary support.

Missed Visit Management:

• A weekly review should be conducted to address missed visits, with makeup hours scheduled for the following week to ensure continuity of care and minimize disruptions.

Terminations:

• Upon the termination of services, the client's profile on the system must be promptly closed out after a thorough investigation into the reasons for termination has been completed.

Uninterrupted Services:

• Services for IDOA and IDHS clients should not be halted unless specifically instructed by the payers, ensuring uninterrupted access to essential care.

Service Renewal for VA Clients:

• Initiate the process for service renewal with VA clients at least 1 month before the expiration of the authorization to prevent service disruptions and ensure continued support.

Client Monthly Survey Requirement:

• Each client coordinator is responsible for ensuring the completion of a monthly survey for all clients under their management.

Annual Caregiver Performance Evaluation:

• Client coordinator must ensure all caregivers providing services to clients must undergo an annual performance evaluation.