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Position Summary

At Aveanna Healthcare, we are committed to providing high-quality clinical home care to medically fragile patients, allowing them to grow and thrive in the comfort of their homes.

The Care Experience Coordinator (CEC) plays a vital role in enhancing both the patient and caregiver experience by overseeing all aspects of caregiver scheduling and staffing optimization. This position is responsible for coordinating case assignments, caregiver onboarding, payroll processing, and ongoing communication with caregivers and families to ensure exceptional service, continuity of care, and optimal patient outcomes.

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Essential ResponsibilitiesStaffing & Scheduling Management

• Develop and maintain weekly caregiver schedules that meet patient care needs while minimizing unstaffed shifts.
• Proactively communicate and coordinate schedule changes with direct care team members and patient families.
• Ensure clinicians are appropriately matched with patients based on clinical skills, experience, and individual care needs.
• Monitor Electronic Visit Verification (EVV) data to ensure regulatory and billing compliance.
• Partner with the Recruiting and Sourcing team to address patient staffing opportunities.
• Closely monitor and improve fill rates to ensure ordered and authorized hours and services are consistently staffed.
• Collaborate with branch leadership to identify growth opportunities and increase weekly staffed hours through strategic scheduling and patient coverage planning.

Caregiver Engagement & Performance

• Lead efforts to re-engage inactive caregivers and promote an employer-of-choice culture.
• Partner with the location team to ensure field staff maintain current licensure and credentialing requirements, including re-credentialing.

Client Experience & Communication

• Serve as the primary point of contact for families regarding staffing needs and the overall care experience.
• Conduct routine client check-ins to ensure satisfaction and promptly address any concerns.
• Collaborate with clinicians, location leadership, and area leadership to resolve clinical or safety-related issues.

Payroll & Administrative Coordination

• Complete payroll processing accurately and address payroll-related inquiries in a timely manner.
• Maintain accurate records of employee work hours, time-off requests, and payor utilization.

Collaboration & Compliance

• Support new patient referrals and onboarding in partnership with clinicians.
• Maintain compliance with all applicable state and federal labor laws, HIPAA regulations, and company policies.
• Participate in the after-hours/on-call rotation schedule.
• Support location-specific projects, audits, and continuous improvement initiatives.

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QualificationsRequired

• High school diploma or GED.
• Ability to participate in an on-call rotation schedule.
• Proficiency in Microsoft Office Suite and comfort working within EMR systems.
• Minimum of two (2) years of experience in staffing, customer service, or operations coordination.

Preferred

• Bachelor's degree or equivalent combination of education and relevant experience.
• Experience in healthcare staffing or a home care agency setting.
• Experience using applicant tracking systems (ATS) and recruiting platforms.
• Bilingual skills are a plus.

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Skills & Abilities

• Outstanding communication and interpersonal skills.
• Strong organizational and time management abilities.
• Ability to successfully multitask in a fast-paced, high-volume environment.
• Strategic thinker with strong analytical and creative problem-solving skills.
• Ability to maintain professionalism, discretion, and confidentiality at all times.
• Resilient, flexible, and adaptable to changing priorities and business needs.

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Physical & Travel Requirements

• Frequent sitting, typing, and computer work with occasional lifting of up to 25 pounds.
• Ability to conduct occasional home visits.
• Occasional travel to local offices, patient homes, and recruitment or community events.

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Work Environment

• Primarily office-based with occasional field responsibilities.

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