Care Coordinator

Location: Remote

Type: Full-time, Exempt

Role Overview

The Care Coordinator is the first person most people will connect with when they reach out to SilverStay. This is a high-impact, relationship-driven role for someone who communicates with warmth and clarity, moves quickly, and takes pride in being the calm, capable voice at the start of every client journey.

Reporting to the Assisted Living Team Manager, the Care Coordinator is responsible for processing all new referrals and triaging them to the correct team members for placement into Assisted Living (ALF) or Long-Term Care (LTC). The ideal candidate brings a client-first mindset, sharp organizational instincts, and ideally, a background in healthcare settings where they have seen firsthand how complex and emotional these transitions can be.

Candidates must be resourceful self-starters who thrive in a dynamic, fast-paced startup environment. This is a fully remote position. 

Core Responsibilities

1. Referral Intake & Triage

• Serve as the primary point of contact for all inbound referrals — by phone, email, CarePort, Aidin, FreshDesk, and online submissions.
• Answer inbound calls from social workers, case managers, clients, families, and ALF communities with a communication style that is confident and empathetic, so callers immediately feel like they are talking to someone who will actually help.
• Gather all pertinent clinical, financial, and logistical information during the initial contact using SilverStay's intake script, adapted to each caller's situation and personality.
• Accurately triage each referral to the appropriate team member — ALF Transitions Specialist or LTC team — based on the client's clinical needs, financial picture, and geography.
• Create and maintain tickets in FreshDesk in real time, ensuring handoff notes are detailed enough that any team member can immediately pick up the case.

2. Client & Family Engagement

• Wow callers from the very first interaction — conveying a clear 'we will help you figure this out' attitude.
• Navigate emotionally sensitive conversations with calm, compassion, and clarity.
• Confirm client care needs, budget, geography, and whether other agencies are involved.
• Communicate proactively with families during the intake phase, setting clear expectations for next steps.

3. Administrative Support & Operations

• Monitor all inbound referral channels and enter referral data accurately into the corresponding system: FreshDesk, CarePort, Aidin, Google Workspace
• Assist with outbound calls, DocuSign coordination, contract prep, and payment collection as needed.
• Support ALF onboarding by emailing initial documents to new community partners.
• Gather outcome data by following up with ALF operators and families post-placement.
• Utilize Google Workspace, Slack, Epic, CarePort, Aidin, and FreshDesk as part of daily workflow.

Key Performance Indicators

Caller Experience

• Positive caller and referral-source feedback.
• Empathetic, solutions-oriented communication on every call.
• Consistent ability to adapt communication style to callers in varying emotional states.

Documentation & Accuracy

• Detailed, timely ticket notes with low error rate.
• Clear triage documentation so the Transitions Specialist can immediately begin work.
• Proper data entry across all systems and tools.
• Accurate and complete use of FreshDesk, CarePort, Aidin, and the triage tool.

Team Collaboration

• Proactive communication with Transitions Specialists — clear on needs, challenges, and blockers.
• Action-oriented follow-through on every referral handed off.
• Continuous process improvement mindset — asking questions, flagging gaps, and suggesting better ways of working.

Your Background & Experience

Required

• 1–3 years of experience in customer service, healthcare administration, or a high-volume intake role.
• Outstanding verbal communication skills — confident, warm, and clear on the phone.
• Strong written communication and documentation habits.
• Ability to learn new platforms quickly and multitask while on calls.
• Resourceful self-starter who is comfortable working independently in a remote environment.

Strongly Preferred

• Clinical experience in a hospital, rehabilitation facility, or assisted living setting (e.g., social work assistant, patient care coordinator, discharge planner, unit secretary, CNA, or similar).
• Familiarity with platforms such as Epic, CarePort, Aidin, or FreshDesk.
• Understanding of healthcare discharge planning, ALF placement, or long-term care funding (LTC insurance, Medicaid, etc.).
• Experience navigating emotionally complex conversations with families in transition.

Compensation & Benefits

• Salary Range: $50,000-$65,000, commensurate with experience
• Bonus: Performance-based bonus plan — $10,000+ per year based on individual and company revenue goals
• Health & Wellness: Comprehensive medical, dental, and vision coverage
• Flexibility: Full remote working allowed
• Growth: A startup environment where high performers are recognized and given increasing responsibility
• Mission: Work that matters — every referral you process is a family navigating one of the hardest moments of their lives

SilverStay is a 2024 Baltimore Business Journal Best Places to Work! Learn more about SilverStay here.