Customer Service Program Coordinator

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