Lead Client Care Specialist | Emblem Home Care

Position Summary 

The Lead Client Care Specialist serves as a primary point of contact for prospective and active clients, families, caregivers, referral sources, and community partners.

This position is responsible for conducting assessments, coordinating admissions and start of care services, supporting staffing efforts, participating in caregiver interviews, maintaining client satisfaction, performing reassessments, coordinating discharges, and developing referral relationships.

The role combines client care coordination, community outreach, marketing, recruitment support, and compliance-focused documentation to ensure high-quality service delivery and positive client outcomes. 

Core Functional Areas 

• Client Assessments and Admissions 
• Client Care Coordination 
• Start of Care (SOC) Coordination 
• Discharge Planning and Coordination 
• Staffing and Recruitment Support 
• Marketing and Community Outreach 
• Documentation and Compliance 
• Client Satisfaction and Retention 

Client Assessments & Admissions 

• Conduct comprehensive assessments for Private Duty, ALTCS, VA, and other clients as assigned. 
• Assess physical, cognitive, psychosocial, environmental, safety, and support needs. 
• Develop service recommendations and assist with individualized care planning. 
• Complete admissions paperwork and required intake documentation. 
• Coordinate client onboarding and service implementation. 
• Conduct reassessments and updates as required by payer, regulatory, or agency requirements. 

Client Care Coordination & Client Satisfaction 

• Serve as a primary contact for clients and families regarding services and concerns. 
• Conduct routine client visits and satisfaction reviews. 
• Monitor service effectiveness and communicate changes in condition or needs. 
• Respond to service concerns and assist with issue resolution. 
• Build positive relationships with clients, families, caregivers, and referral partners. 
• Maintain continuity of care through ongoing communication. 

Start of Care (SOC) Responsibilities 

• Coordinate all Start of Care activities for newly admitted clients. 
• Confirm service authorizations, required documentation, and client readiness. 
• Coordinate caregiver assignments with scheduling staff. 
• Ensure smooth transition from referral to active service delivery. 
• Maintain communication with referral sources throughout admission. 

Discharge Coordination Responsibilities 

• Coordinate planned and unplanned discharges. 
• Complete discharge summaries and documentation. 
• Communicate discharge status to clients, families, case managers, and referral sources. 
• Assist with transitions to alternative services or levels of care. 
• Ensure records are complete and compliant at case closure. 

Staffing & Recruitment Support 

• Assist with staffing coordination to support continuity of care. 
• Participate in interviewing caregiver candidates. 
• Assist with candidate screening, onboarding, and orientation activities. 
• Collaborate with scheduling personnel regarding staffing needs and client matches. 
• Support caregiver retention initiatives through positive communication and follow-up. 

Marketing & Community Outreach 

• Conduct outreach to hospitals, rehabilitation facilities, physician offices, hospices, senior communities, case managers, and community organizations. 
• Represent the agency at networking events, health fairs, and community activities. 
• Educate referral sources regarding agency services and programs. 
• Maintain referral relationships and assist with referral growth efforts. 
• Track marketing contacts, outreach activities, and referral opportunities. 

Documentation & Compliance 

• Maintain complete, accurate, and timely client documentation. 
• Ensure compliance with HIPAA and confidentiality requirements. 
• Complete assessments, visit notes, SOC documentation, and discharge records within established timelines. 
• Assist with audits and quality assurance activities. 
• Follow agency policies, procedures, and regulatory requirements. 

Required Qualifications 

• 2+ years of experience in home care, healthcare, case coordination, client services, or related field. 
• Experience conducting assessments preferred. 
• Experience with marketing, referral development, or community outreach preferred. 
• Experience interviewing applicants or supporting recruiting efforts preferred. 
• Strong verbal and written communication skills. 
• Excellent organizational and time management abilities. 
• Proficiency with electronic documentation systems and Microsoft Office. 
• Valid Arizona Driver License, reliable transportation, and proof of insurance. 

Performance Expectations 

• Timely completion of assessments and reassessments. 
• Client satisfaction and retention. 
• Accurate documentation and compliance. 
• Successful coordination of SOC and discharge processes. 
• Consistent outreach and referral relationship development. 
• Support of staffing coverage and interviewing activities. 

Travel Requirement: Local travel throughout Yavapai County and surrounding areas.