Care Coordinator - Bilingual (English & Spanish)

Ser-Familia-In; College Park (GA); On-site; USD 38,000 - 52,000; Full time

Job summary

Ser Familia-In seeks a dedicated Care Coordinator to join our team in Georgia. You will answer calls, assess client needs, develop client-driven plans, and coordinate services in partnership with clinicians and community resources.

Responsibilities include maintaining HIPAA-compliant records, uploading documents to Salesforce, and ensuring timely, accurate documentation while supporting wellness and autonomy for clients from diverse backgrounds. Must be bilingual (English/Spanish).

Qualifications

• AD in Human Services, Nursing or related field is required; BA preferred.
• Minimum 2 years of experience as a Care Coordinator or Case Manager in a non-profit setting.
• Must be bilingual English and Spanish (written and spoken).
• Customer service oriented.

Responsibilities

• Answer phone calls and route to the appropriate extension with excellent service.
• Prepare documentation for the initial client visit and upload into Salesforce in compliance with regulations.
• Develop client-driven Individual or Family Plans with short- and long-term goals to achieve wellness and autonomy.
• Maintain client records, progress notes, and data for reporting and funding requirements.
• Refer clients to resources and collaborate with staff and external agencies.
• Ensure HIPAA compliance and maintain confidentiality of all client information.

Skills

Verbal and written communication

Bilingual English/Spanish

Customer Service

Education

AD in Human Services, Nursing or related field

BA Preferred

Tools

MS Office

Salesforce

Job description

• Answer Phone Calls and redirect them to the appropriate extension while providing excellent customer service.
• Ability to handle high volume of clients with various needs, while treating them with compassion and professionalism to empower them to achieve self-improvement.
• Prepare documentation package for the client’s initial visit, conduct the assessment and upload documents into Salesforece making sure they are in compliance with Seer Familia’s regulations and procedures.
• Demonstrate interpersonal, social, cultural, and cognitive skills to think critically and effectively on how to best serve each client
• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences.
• Be able to identify any dangerousness or critical situation to support client’s safety as most important priority. When needed, refer clients to a Clinician to create an effective safety plan for client.
• Be able to help a client in a crisis situation as outline in the agency’s protocol.
• Listen to clients to obtain a clear understanding of their needs in order to develop a comprehensive client-driven Individual or Family Plan with both short- term and long-term goals to help clients achieve wellness and autonomy
• Provide orientation to clients on Ser Familia’s and other agencies programs and services so that they can make informed decisions that can be beneficial in accordance to their needs.
• Prepare all documentation required for the clients’ session, conduct assessment and upload all documentation into the system following all guidelines.
• Refer clients to appropriate and trustworthy resources to assist with meeting goals
• Develop strong, trustworthy, and professional relationships with clients to keep track of their progress, needs, and ensure satisfaction
• Evaluate and adjust Individual or Family Plans as client’s complete requirements. Keep close contact with those who are not following agency’s requirements and enforce agency client agreement as necessary
• Handle clients’ cases and Individual and Family Plan’s progress and determine closure when needed.
• Monitor the clients’’ progress and identify other needs that may have arisen. (Advocacy, Referrals, Follow up calls etc)
• Work in collaboration with staff members, keeping close communication to facilitate a strong and healthy team environment
• Create good working relationships with outside organizations/agencies who refer clients to Ser Familia, Inc, and maintain high levels of professionalism in all interactions
• Report critical incidents or matters immediately to the agency’s Programs Director and /or Case Manger Supervisor.
• Maintain effective usage of time, high levels of organization and detail
• Deliver accurate, high-quality documentation within specified deadlines and timelines
• Maintain clients’ files organized and data base profiles updated to include cases’ notes, contacts, services provided, and documents recorded
• Collect and report data necessary to meet funding requirements and statistical reports
• Adhere to professional standards as outlined by Ser Familia’s employee manual, protocols, rules and regulations
• Maintain strict confidentiality of all sensitive information of clients and organization. Must adhere to HIPAA (Health Insurances Portability & Accountability Act of 1996) compliance.
• Willing to commute to other Ser Familia’s locations to perform the job duties in response to business needs and/or if requested by the Supervisor.
• Perform other duties as assigned

Requirements

• AD in Human Services, Nursing or related field. BA Preferred.
• 2 years of experience as a Care Coordinator or Case Manager preferably on a Non-Profit Organization.
• Must work well with persons of varied sexual preference, racial, ethnic, cultural, socioeconomic backgrounds, and with individuals who are differently-abled.
• Computer knowledge: MS Office. Salesforce (preferred)
• Must be fully bilingual English- Spanish (write, read and speak).
• Customer Service Oriented.

Requirements

• Answer Phone Calls and redirect them to the appropriate extension while providing excellent customer service.
• Ability to handle high volume of clients with various needs, while treating them with compassion and professionalism to empower them to achieve self-improvement.
• Prepare documentation package for the client’s initial visit, conduct the assessment and upload documents into Salesforece making sure they are in compliance with Seer Familia’s regulations and procedures.
• Demonstrate interpersonal, social, cultural, and cognitive skills to think critically and effectively on how to best serve each client
• Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences.
• Be able to identify any dangerousness or critical situation to support client’s safety as most important priority. When needed, refer clients to a Clinician to create an effective safety plan for client.
• Be able to help a client in a crisis situation as outline in the agency’s protocol.
• Listen to clients to obtain a clear understanding of their needs in order to develop a comprehensive client-driven Individual or Family Plan with both short- term and long-term goals to help clients achieve wellness and autonomy
• Provide orientation to clients on Ser Familia’s and other agencies programs and services so that they can make informed decisions that can be beneficial in accordance to their needs.
• Prepare all documentation required for the clients’ session, conduct assessment and upload all documentation into the system following all guidelines.
• Refer clients to appropriate and trustworthy resources to assist with meeting goals
• Develop strong, trustworthy, and professional relationships with clients to keep track of their progress, needs, and ensure satisfaction
• Evaluate and adjust Individual or Family Plans as client’s complete requirements. Keep close contact with those who are not following agency’s requirements and enforce agency client agreement as necessary
• Handle clients’ cases and Individual and Family Plan’s progress and determine closure when needed.
• Monitor the clients’’ progress and identify other needs that may have arisen. (Advocacy, Referrals, Follow up calls etc)
• Work in collaboration with staff members, keeping close communication to facilitate a strong and healthy team environment
• Create good working relationships with outside organizations/agencies who refer clients to Ser Familia, Inc, and maintain high levels of professionalism in all interactions
• Report critical incidents or matters immediately to the agency’s Programs Director and /or Case Manger Supervisor.
• Maintain effective usage of time, high levels of organization and detail
• Deliver accurate, high-quality documentation within specified deadlines and timelines
• Maintain clients’ files organized and data base profiles updated to include cases’ notes, contacts, services provided, and documents recorded
• Collect and report data necessary to meet funding requirements and statistical reports
• Adhere to professional standards as outlined by Ser Familia’s employee manual, protocols, rules and regulations
• Maintain strict confidentiality of all sensitive information of clients and organization. Must adhere to HIPAA (Health Insurances Portability & Accountability Act of 1996) compliance.
• Willing to commute to other Ser Familia’s locations to perform the job duties in response to business needs and/or if requested by the Supervisor.
• Perform other duties as assigned

Requirements

• AD in Human Services, Nursing or related field. BA Preferred.
• 2 years of experience as a Care Coordinator or Case Manager preferably on a Non-Profit Organization.
• Must work well with persons of varied sexual preference, racial, ethnic, cultural, socioeconomic backgrounds, and with individuals who are differently-abled.
• Computer knowledge: MS Office. Salesforce (preferred)
• Must be fully bilingual English- Spanish (write, read and speak).
• Customer Service Oriented.

Ability to work on different tasks simultaneously and able to meet deadlines