The posting
BASIC PURPOSE: The Program Coordinator Lead plays a critical role in ensuring the smooth and compliant delivery of homecare services for PACE programs. In addition to supporting clients and caregivers (HCPs), this role is responsible for mentoring, training, and supporting Program Coordinators. The Lead serves as the first point of contact for escalated issues, providing expert guidance to internal teams, resolving high-priority concerns, and ensuring operational excellence. This position acts as a liaison across departments and with clients, driving high levels of satisfaction, service consistency, and compliance across the board. ESSENTIAL FUNCTIONS:
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
QUALIFICATIONS:
3+ years of administrative, client support, or coordinator experience; leadership or mentorship experience strongly preferred. Prior experience in healthcare or staffing environment preferred. Proven ability to lead peers, resolve escalated issues, and support cross-functional teams. Strong organizational, time management, and multitasking skills. Excellent written and verbal communication skills. Proficiency in Microsoft Office Suite (Word, Excel, Outlook); experience with VMS/client portals preferred. Knowledge of healthcare regulations and compliance requirements. Ability to maintain professionalism and confidentiality in sensitive situations. Bilingual skills a plus.
Education: High School Diploma or equivalent required; Some college preferred.
