Client Services Coordinator

Access Healthcare PCA is a growing Las Vegas personal care agency. We are building a team that genuinely cares about the people we serve and the caregivers who serve them. This role is central to that mission.ABOUT THIS ROLEThe Client Services Coordinator is the primary point of contact between our agency, our clients, their families, and our payer partners. You are the person who makes a client feel seen and cared for from the very first conversation - and the person who makes sure the administrative infrastructure behind that care is airtight.This role requires genuine warmth with clients and families, strong organizational discipline, and the ability to navigate multiple payer systems simultaneously. You will work alongside our Office Administrator who handles caregiver credentialing and compliance - your lane is the client side of the operation.RESPONSIBILITIESClient intake and onboarding - across all payer typesManage the full client intake process from initial inquiry to first day of service - for private pay, Clark County HHHA, PD waiver, FE waiver, and Medicaid clientsCollect and verify all required intake documentation - service agreements, emergency contacts, physician orders, payer authorizations, and prior authorization requestsCoordinate eligibility verification and authorization with MCOs, Nevada Medicaid, and Clark County Social ServicesMaintain complete and compliant client files - physical and digital - organized and audit-ready at all timesEnsure every client has a current care plan and that the plan is reviewed and updated on the required scheduleClient relationship managementServe as the primary point of contact for clients and their families - responsive, warm, and solutions-orientedConduct intake calls and follow-up conversations with new clients to assess service needs, preferences, and concernsAddress client concerns promptly and escalate to the Administrator when appropriateConduct regular client satisfaction check-ins to ensure service quality and continuityCoordinate with families, physicians, discharge planners, and other healthcare partners as neededClark County HHHA coordinationServe as the operational liaison for Clark County Social Services - responsive, professional, and on top of every referral and requirementManage the referral-to-placement process within the seven working day contractual windowEnsure all Clark County documentation requirements are met.Own the monthly Clark County billing cycle and submit by the monthly deadlineMonitor Quality Assurance survey outcomes and flag any unsatisfactory ratings to the Administrator immediatelyMaintain the 24-hour serious occurrence reporting protocolMulti-payer billing and coordinationManage private pay client invoicing - generate weekly invoices, track balances, and follow up on overdue accountsCoordinate Medicaid waiver billing - PD waiver and FE waiver - including prior authorizations, service logs, and claims submissionLiaise with MCO care coordinators to confirm authorizations, report service delivery, and resolve claims issuesTrack all payer authorizations and their renewal dates - no client should ever be served without current authorizationSupport the Administrator where necessary, with budget summary comparison reports and other financial documentationScheduling and caregiver coordinationCoordinate client scheduling with the Office Administrator to ensure appropriate caregiver matching and coverageManage scheduling changes, cancellations, and coverage gaps - communicate proactively with clients and caregiversEnsure every shift has a confirmed caregiver with the right qualifications for the specific clientFlag any scheduling issues that could affect Clark County compliance or client safety to the Administrator immediatelyWHAT WE ARE LOOKING FORRequiredMinimum 2 years of experience in a home care agency, personal care agency, or closely related healthcare coordination roleDemonstrated experience managing client intake and coordination across at least one government or Medicaid-funded programStrong organizational skills — you build systems, maintain them, and hold yourself accountable to them without being managed through each oneClear and compassionate communication with clients, families, and healthcare partners — written and verbalComfortable managing multiple payer types and multiple clients simultaneously without dropping detailsProficiency in Microsoft Office 365 and experience with healthcare scheduling or management softwareStrongly preferred - will be weighted heavily in our selectionDirect experience working in a Nevada home care or personal care agency - knowledge of Nevada DHHS licensing requirements and Nevada Medicaid waiver programs is a significant advantageExperience with Clark County Social Services, Nevada Medicaid PD waiver, FE waiver, or managed care organizations operating in NevadaFamiliarity with EVV - Electronic Visit Verification - systems and Medicaid billing documentation requirementsExperience preparing or supporting care plans and in-home service documentationBilingual English and Spanish - genuinely useful in our Las Vegas client and caregiver communityWHAT WE OFFERCompensationCommensurate with experience - competitive with the Las Vegas marketHoursFull-time Monday through FridayPTOPer agency PTO policy post probationary periodPaid holidays15 paid holidays per year after probationary periodHealth benefitsContribution toward health insurance - upon eligibilityEnvironmentSmall growing agency - your contribution is visible and valuedGrowthAs the client base grows this role grows - real opportunity for advancement The one question we want you to answer:In no more than one paragraph - describe a situation where you had to manage a difficult conversation with a client or family member about their care needs or a change in their service. What was the situation, how did you handle it, and what was the outcome? We are not looking for a perfect story. We are looking for how you show up for people when it is hard.