Leads care coordination operations for a high-volume home care agency, managing coordinators and supervisors, staffing authorized cases, handling escalations, ensuring regulatory and labor compliance, monitoring overtime and service coverage, maintaining documentation, resolving caregiver and patient complaints, and reporting coordination metrics and improvement plans to leadership.
Director of Coordination
- Job Type: Full-time, Onsite
- Schedule: Monday to Thursday 9:00 AM to 5:00 PM and Friday 9:00 AM to 4:00 PM
Benefits:
- 401(k) matching
- Health insurance
- Dental and Vision insurance
- Disability insurance
- Family leave
- Life insurance
- Paid orientation
- Paid training
- Paid time off
- Referral program
- Holiday pay
- Paid Time Off
Position Summary:
The Director of Coordination oversees all care coordination operations for a high-volume, New York-licensed home care agency. This role is responsible for ensuring uninterrupted patient coverage, efficient caregiver utilization, compliance with NYS regulations, and consistent performance across all coordination teams.
This is a senior operational leadership role requiring strong decision-making, accountability, and cross-departmental collaboration.
Job Description:
- Lead and manage Care Coordinators and Coordination Supervisors; enforce performance, responsiveness, and documentation standards.
- Ensure full staffing of authorized cases and rapid response to callouts, emergencies, overtime limits, and difficult-to-service cases.
- Oversee live-in and split cases, overtime usage, and schedule adjustments in compliance with labor laws and agency policy.
- Partner closely with HR, Payroll, Recruitment, Nursing, Intake, Authorizations, and Retention to resolve escalations and staffing challenges.
- Ensure accurate and timely documentation of coordination actions, schedule changes, and case notes.
- Address caregiver and patient complaints related to scheduling or communication and implement corrective actions when needed.
- Track key coordination metrics (unstaffed hours, overtime, response times, complaints) and report to leadership with improvement plans.
Work Environment: Works in an office environment with regular exposure to staff and patient interactions, as well as occasional stress.
Qualifications:
Required:
- At least 2 years of experience in home care coordination.
- Minimum 5+ years in a leadership or management role in Home Care.
- Strong working knowledge of NYS home care regulations and labor considerations.
- Proven experience managing high-volume, fast-paced coordination teams.
- Strong communication, accountability, and problem-solving skills.
- Experience with HHA Exchange.
- Experience overseeing multi-region or high-census coordination teams.
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