Program Coordinator

BASIC

PURPOSE:

The Program Coordinator provides operational, administrative, and customer support to ensure the effective delivery of homecare services for PACE programs. This role focuses on supporting caregivers (HCPs), clients, and internal teams by managing onboarding/offboarding, compliance tracking, communication, and client relations. The Program Coordinator plays a vital role in ensuring caregivers are prepared and supported, client needs are met, and all processes remain compliant and efficient.

ESSENTIAL FUNCTIONS:

Assist caregivers with onboarding, orientation, credentialing, and system access.
Provide ongoing support to field staff by addressing questions, resolving issues, and ensuring they have the resources needed for successful assignments.
Maintain accurate and current records of caregiver credentials, certifications, and licensures.
Communicate updates, policy changes, and assignment details clearly and promptly.
Support HCPs with timekeeping, payroll, and schedule confirmations.

Manage HCP timekeeping issues (e.g., missed punches, errors) and review timecards for processing to ensure accuracy and time corrections in a timely manager to avoid payment errors.

Serve as a primary contact for PACE program clients, addressing inquiries and concerns promptly and professionally.
Build and maintain positive relationships with internal and external stakeholders to ensure service satisfaction.
Conduct periodic client satisfaction checks and follow up on feedback to improve service delivery.
Ensure client-specific requirements, policies, and procedures are accurately documented and shared with caregivers.
Work with Compliance team to ensure caregiver are compliant with all regulatory, licensing, and agency standards.
Maintain and update databases, internal systems, and client portals with accurate caregiver and client information.
Support audits by ensuring complete and accurate documentation is available when needed.
Generate, prepare, and distribute reports for internal teams and client review.
Assist with creating confirmation letters, client-facing communications, and process documentation.
Act as a liaison between caregivers, clients, and internal departments to ensure alignment and issue resolution.
Communicate clearly and consistently with all stakeholders to ensure smooth service delivery.
Provide backup coverage for colleagues to ensure uninterrupted client and caregiver support.
Represent Cross Country Healthcare with professionalism and integrity in all interactions.

May require on-call coverage as needed.

Other duties as assigned

QUALIFICATIONS:

Minimum of one (1) year of administrative or client support experience, preferably in healthcare or staffing.
Strong organizational and time management skills with ability to handle multiple priorities.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Knowledge of healthcare regulations and compliance standards.
Ability to maintain confidentiality and professionalism in all situations.

Experience with VMS technology or client portals.
Bilingual in Cantonese or Mandarin required
Strong problem-solving and relationship-building abilities.

Education:

High School Diploma or equivalent required;
Some college preferred.