Position Summary

The Customer Service Program Coordinator manages and coordinates services for participants enrolled in the Assisted Living Waiver program. This position works closely with participants, families, healthcare providers, assisted-living facilities, care coordinators, and community agencies to ensure timely enrollment, proper documentation, continuity of care, and compliance with program requirements.

Key Responsibilities

• Coordinate participant referrals, intake, enrollment, assessments, and placement.
• Verify program eligibility and collect all required clinical and administrative documents.
• Maintain accurate participant records, service plans, authorizations, and supporting documentation.
• Monitor application, enrollment, reassessment, and renewal deadlines.
• Coordinate with participants, families, healthcare providers, facilities, and program partners.
• Follow up on missing physician orders, assessments, signatures, and supporting records.
• Assist participants and families in understanding ALW services, requirements, and available resources.
• Track hospitalizations, changes in condition, transfers, discharges, and other significant events.
• Help ensure care plans and authorized services reflect participants’ current needs.
• Schedule assessments, care conferences, follow-up calls, and facility visits as required.
• Document all communications and case activities promptly and accurately.
• Monitor service delivery and escalate health, safety, placement, or compliance concerns.
• Prepare cases for internal QA reviews, audits, and regulatory inspections.
• Maintain confidentiality and comply with HIPAA and applicable program regulations.
• Generate caseload, enrollment, pending-document, and compliance reports.
• Support daily program operations and complete other related duties as assigned.

Qualifications

• Bachelor’s degree in healthcare administration, social work, nursing, public health, or a related field preferred.
• Relevant experience in assisted living, home and community-based services, case management, healthcare coordination, or waiver programs.
• Familiarity with ALW requirements, care planning, eligibility documentation, and regulatory compliance preferred.
• Experience working with older adults and individuals with disabilities.
• Strong documentation, organization, follow-up, and time-management skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple cases and deadlines with minimal supervision.
• Proficiency with electronic health records, case-management systems, and Microsoft Office or Google Workspace.
• Knowledge of HIPAA and patient-confidentiality requirements.
• Bilingual ability may be preferred depending on the participant population.
• Spanish and English proficiency

Key Competencies

• Care and program coordination
• Case documentation and compliance
• Participant-centered communication
• Attention to detail
• Deadline and caseload management
• Problem-solving and escalation
• Collaboration with facilities and providers
• Professionalism, compassion, and confidentiality

Benefits:

• Promotion to permanent employee

Experience:

• customer service in healthcare: 2 years (Required)
• documentation management: 2 years (Required)

Language:

• English (Required)
• Spanish (Required)

Job Type: Full-time

Work Location: Remote