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Cross Country Healthcare · 1 month ago

Lead Program Coordinator- Commerce, CA

Commerce, CA, USA

Full-time

Onsite

Mid, Senior Level

$28/hr - $28/hr

3+ years exp

Cross Country Healthcare is a market-leading, tech-enabled workforce solutions and advisory firm with over four decades of experience. The Program Coordinator Lead plays a critical role in ensuring the smooth delivery of homecare services for PACE programs, mentoring and training Program Coordinators while managing escalated issues and maintaining operational excellence.

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Responsibilities

Provide training, mentorship, and ongoing support to Program Coordinators to ensure consistent and high-quality service delivery

Serve as the first line of escalation for complex or sensitive issues raised by caregivers, clients, or internal stakeholders

Monitor and support the daily activities of Program Coordinators to ensure adherence to policies, timelines, and service standards

Assist in developing and implementing process improvements, documentation standards, and best practices across the team

Facilitate regular check-ins with coordinators to address challenges, share updates, and promote collaboration

Oversee caregiver onboarding, orientation, credentialing, and system access, ensuring timely and compliant onboarding

Serve as a primary point of contact for PACE program clients, proactively addressing inquiries, concerns, or service escalations

Build and maintain strong relationships with clients to support satisfaction, retention, and service optimization

Conduct regular client check-ins and satisfaction reviews, ensuring client-specific requirements are met and documented

Provide frontline support for HCPs, ensuring they have the tools and resources needed to succeed in their roles

Ensure up-to-date and accurate tracking of caregiver credentials, licensures, and certifications

Collaborate with the Compliance team to maintain adherence to regulatory, licensing, and agency standards

Support and oversee audit readiness by ensuring complete documentation is maintained and accessible

Manage updates to databases, internal systems, and client portals to reflect accurate caregiver and client information

Communicate policy changes, client updates, and operational adjustments clearly and consistently to staff and stakeholders

Generate, review, and distribute reports for internal and client-facing use, ensuring accuracy and timeliness

Create and maintain standard operating procedures, training materials, and process documentation

Provide coverage and support for coordinators during peak periods or absences to ensure uninterrupted operations

Represent Cross Country Healthcare with professionalism and integrity in all interactions

May be required to attend offsite job fairs and community events as needed

May be required to provide after-hours, weekend, and holiday coverage based on business needs, ensuring timely coordination of staffing and effective communication with PACE program partners to maintain continuity of care

Other duties as assigned

Qualification

Healthcare knowledgeClient support experienceLeadership experienceMicrosoft Office SuiteBilingual (Spanish)Multitasking skillsProfessionalismOrganizational skillsTime managementWritten communicationVerbal communicationConfidentiality