About the role
About Elite Elite Home Health Care is a licensed home care agency that provides professional homecare services in the New York Metropolitan area, Central, and Upstate NY Regions. At Elite, we only hire the most qualified nurses, home health aides and caregivers who are hand-picked based on their skills and capabilities. They are all licensed, insured and cleared with extensive background screening. But most importantly, our caregivers are known for their warmth, attentiveness and reliability. Our main goal is to deliver compassionate, professional, and integrity-centered care to our clients. We work within the community to provide quality home care for individuals in need. We are committed to providing our clients with the best possible and most compassionate care! Job Summary The Coordination Supervisor runs daily coordination for the Downstate office (NYC and Westchester) and supervises the staffing coordinator team. This role supports the day-to-day needs of our patients and field staff and provides quality of care oversight and review. The Coordination Supervisor is the first point of contact for service escalations and makes sure every patient is covered, every issue is followed up, and every visit is ready for payroll and billing.
Essential Duties and Responsibilities I. Morning Review and Daily Coverage * Review the overnight on-call log every morning; assign each open item to a coordinator and make sure it is followed up and closed the same day. * Review all open orders every morning; prioritize by urgency and start of care date and assign them so new and existing cases are staffed. * Issue a daily directive so absent coordinators’ caseloads are covered and no patient is left without a point of contact. * Monitor missed visits, late visits, call-outs, and coverage gaps throughout the day; escalate unresolved gaps to the Downstate leader.
II. Coordinator Supervision * Supervise, train, and coach the staffing coordinator team on scheduling, patient tracking, and HHAeXchange workflows. * Hold regular check-ins and complete performance reviews; hold coordinators to weekly KPIs. * Keep caseloads balanced against the 120-patient cap and recommend reassignments when caseloads run over. * Onboard new coordinators and make sure workflows are followed the same way across the team.
III. Patient Retention and Wellness Calls * Oversee weekly patient wellness check calls and make sure they are completed and documented on schedule. * Make sure patient and family concerns raised on wellness calls are followed up and resolved. * Flag at-risk patients (service complaints, caregiver issues, transfer risk) to the Downstate leader.
IV. Hold and Hospitalization Oversight * Track every patient on hold or hospitalized, by coordinator. * Make sure each case has follow-up and a disposition within the 30-day hold protocol; escalate at day 30. * Coordinate resumption of care, caregiver reassignment, and restaffing when patients return home.
V. Timesheets and EVV Readiness * Oversee timesheet flow so visits are confirmed and ready for payroll and billing. * Monitor EVV compliance daily and resolve exceptions with coordinators and field staff before the billing cutoff. * Work with Payroll and Billing to clear open timesheet hours and prevent zero-pay caregivers and unbilled visits.
VI. On-Call Oversight * Oversee the on-call schedule and make sure coverage is in place every night, weekend, and holiday. * Review on-call performance and make sure issues are handed off to the day team each morning. * Take on-call duties as scheduled.
VII. Escalations, Incidents, and Quality of Care * Serve as the first escalation point for patients, families, field staff, and payors. * De-escalate and resolve complaints and grievances quickly and professionally. * Oversee incident reporting: logging, initial investigation, follow-up, and documentation; involve Clinical and Compliance as needed. * Review incident and complaint trends, identify recurring issues, and work with the Downstate leader on preventive fixes. * Make sure all documentation meets Elite policy and NYS DOH LHCSA requirements.
KPI Ownership * Missed visits * Open orders staffed / time to start of care * On-call items closed same day * Weekly wellness calls completed * Holds and hospitalizations resolved within 30 days * Open timesheet hours and EVV compliance
Qualifications and Skills To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. * Associate’s degree in Healthcare Administration or a related field required; Bachelor’s preferred. * Minimum of 2–3 years of experience in home care coordination, scheduling, or case management, with at least 1 year in a supervisory role. * Strong knowledge of NYS home care, including MLTC, Medicaid, and NYS DOH LHCSA requirements. * Experience with HHAeXchange and EVV strongly preferred; proficient in Microsoft Office. * Strong follow-through; calm under pressure and able to make firm decisions quickly. * Exceptional communication skills with patients, families, caregivers, and coordinators. * Highly organized and detail-oriented; flexible schedule to meet department and patient needs, including on-call.
Physical Demands * Must remain in stationary position for long periods of time at desk or computer. * Requires occasionally standing, sitting, walking; using hands to finger, handle, or feel objects, tools or controls; reaching with hands and arms; climbing stairs; hearing; talking.
Work Environment On-site, Brooklyn office. Occasional travel to other Downstate locations, including Westchester, as needed. The statements on this job description are intended to describe the general nature and level of work being performed by incumbents. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required by all incumbents. Incumbents may perform other duties as assigned. In addition, all HouseWorks employees are expected to: * Promote teamwork and cooperative effort. * Help train and give guidance to other HouseWorks employees. * Maintain a clean, safe, and unobstructed work area. * Provide customers with the highest quality of products and service. * Understand and apply appropriate quality improvement processes.
Benefits: * Medical Insurance * PTO & Sick Time * Referral Program
Pay Range: The hiring range for this position is $70,000-$72,000/Annually. Various factors will determine final compensation such as a candidate’s years of relevant work experience, skills, certifications, and location. EHCOFFHI