Client Care Coordinator - BrightStar Care of Honolulu

Do you have what it takes to join the best private duty home care organization in Hawaii?

We are hiring reliable, positive, conscientious, compassionate, and capable professionals to join us in our commitment to providing the best possible care to clients in their own homes. We consistently strive together to provide the best possible experience for our clients. We aim to ease burdens and bring joy to our clients and their families through our safety- and quality-minded, but heart-driven care.

If your calling is caring for others, come work for BrightStar Care of Honolulu, a Joint Commission Accredited, independently owned and operated, kama'aina owned company with the support of a prestigious national organization, looking to add inspired team members that share core values such as positivity and serving with a passion.

Come be a part of BrightStar Care of Honolulu, a leading name in-home care that values serving with passion and being positive.

Position Responsibilities Summary:

The Client Experience Manager is a liaison between clients, field staff, and the office team. This role is expected to proactively find ways to improve the client experience, take action to ensure an outstanding client experience, and manage all aspects related to client satisfaction and retention. This role will be in the office unless on client visits or otherwise agreed upon.

Accountabilities:

• Coordinates and attends living room visits and warm introductions with field staff.
• Ensures high-quality customer care utilizing 24/7/30 Client touchpoints. Address any concerns immediately.
• Review Home Care Pulse Surveys daily, respond to clients to thank them for participating, and address any concerns immediately. If positive feedback is received by the client, ask for an online review.
• Ensures that client updates, calls, and notes are properly documented in ABS and are clearly communicated to the office team and field staff.
• Respond to sales inquiries immediately. Keep ABS inquiry status up to date. Make sure all inquiries are reviewed or touched daily. Update team on status changes as needed. Proactively works with prospects and team to convert active prospects to clients.
• Work with scheduling and clinical staff to determine appropriate caregivers for clients.
• Work with a recruiter to hire for specific needs.
• Coordinate with the scheduling team to ensure that all shifts are filled and help manage client expectations, as necessary.
• Provide in-person and over-the-phone orientation to clients/family and field staff to ensure expectations are met and exceeded.
• Place client supply orders and deliver supplies as needed.
• Execute client care coordination tasks that do not require clinical expertise.
• Assist clients with WC or LTC policy review, claim initiation, and assignment of benefits as needed.
• Anticipates potential client dissatisfaction and takes proactive steps to resolve issues early.
• Assist with performance reviews by gathering client feedback and providing input on-field staff.
• Assist with developing, tracking, client referral, and other incentive programs.
• Enter and activate new cases and billing information into ABS. Confirm bill and pay rates are correct in schedules.
• Manages and distributes birthday cards, condolences gifts, and other personal touches for the client.
• Performs other duties as assigned.

Requirements

• Educated experience
• High School Diploma or equivalent required
• Flexibility and good time management skills A MUST
• 2 years experience in customer service within a healthcare office setting; knowledge of HIPAA and healthcare office regulations preferred
• Excellent organization, planning, and project management skills.
• Valid driver’s license; valid state-required proof of auto insurance.
• Sales Experience

We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state, or local protected class.