Care Coordinator II

Touching Angels Healthcare, a Residential Service Agency licensed by the Maryland Department of Health, is hiring a Care Coordinator II for our Ellicott City office. This advancement tier role coordinates the non-clinical operations of our home care services, ensuring clients receive continuous, high-quality caregiver coverage at all times.

You will manage an active client and caregiver caseload, serve as the Level 2 escalation point within the department, guide clients through hospital transitions and back home, support staff availability through defined administrative recruiting support tasks, and participate in the weekly on-call rotation as part of the role. The Care Coordination track offers defined advancement to Care Coordination Lead.

Scheduling and Client Services (40%)

• Manage and maintain caregiver scheduling for an active caseload of clients, ensuring all client service hours are covered at all times, including short notice and emergency coverage
• Coordinate shift back-fill activities in the event of caregiver tardiness or absence
• Process schedule changes, caregiver call-outs, and client requests promptly and accurately
• Document all scheduling activity, client contacts, and caregiver updates in AxisCare, and keep client schedules and employee availability data current and accurate
• Conduct regular check-ins with clients and caregivers to monitor service quality and satisfaction
• Manage inquiry calls from clients, client families, authorized representatives, and caregivers

Escalation and Problem Solving (20%)

• Serve as the Level 2 escalation point for care coordination issues that exceed Level 1 resolution capacity
• De-escalate client, caregiver, and family concerns using professional and empathetic communication
• Identify and resolve recurring scheduling gaps, coverage patterns, or caregiver performance concerns, escalating unresolved matters with full documentation
• Keep leadership informed of any employee or client incident and support resolution of identified problems

Client Transitions and RN Visit Coordination (15%)

• Monitor the status of clients admitted to the hospital to ensure adequate care coordination and a smooth transition back into the home and services
• Conduct the kickoff call with each new client to establish rapport and confirm a smooth transition into agency services
• Complete end-of-week calls to confirm weekend PRN coverage for on-call readiness
• Assist with scheduling RN supervisory visits with clients and confirm the assigned caregiver is present for the visit
• Coordinate with the RN department on documentation of clinical care changes that affect scheduling; this position performs no clinical evaluation

Scheduling/Staffing Support (10%)

• Support staff availability and roster accuracy by assisting with routine recruiting and onboarding administrative tasks within scheduled work hours
• Follow up on outstanding onboarding paperwork and documentation for pending caregiver applicants
• Confirm and reschedule onboarding-related appointments, including orientation and training sessions
• Forward caregiver referral leads from clients and families to HR for processing
• Send templated reminders to applicants regarding required next steps in the onboarding process
• This function is administrative only; it confers no authority to verify credentials, evaluate candidates, or advance applicants, and HR owns the onboarding records and process

Team Support and Training (10%)

• Train and onboard new Care Coordinators in scheduling systems, workflows, and agency protocols as the designated trainer for Care Coordination operations staff
• Serve as peer resource and subject matter expert for the care coordination team
• Participate in team huddles and quality improvement initiatives, and update care coordination procedures as directed

Documentation, Reporting, and On-Call (5%)

• Complete daily and weekly operational reports as assigned
• Flag caregiver compliance items, including in-service hours and certification expirations, to Human Resources for action
• Participate in the weekly on-call cellphone rotation as an assigned duty of this position, with a thirty-minute response requirement; time actively worked during coverage is recorded and paid as hours worked
• Report any suspected abuse, neglect, or exploitation immediately in accordance with agency policy and Maryland law