Position:

Service Coordinator Department:

Operations Reports to:

Director of Service Coordination Employment Status:

Full-Time Classification:

Non-Exempt Entity:

Flournoy Health Systems /

Primecare Home Care Services Location:

Hybrid/Milledgeville Salary Range:

$50,000 ABOUT

FLOURNOY HEALTH SYSTEMS

Flournoy Health Systems (FHS) specializes in healthcare management, supporting organizations that deliver services for seniors, chronically ill patients, and individuals requiring home and hospice care. We are committed to high standards of excellence, compassion, and compliance in all our services. FHS encompasses multiple subsidiaries, including Primecare Home Care Services (GA and IN), Primecare Hospice, Primecare ABA Therapy, Just Care Home Care, and Primecare Real Estate.

OUR CORE VALUES

Compassionate Care:

We are dedicated to delivering care with empathy, understanding, and respect. Our commitment to compassionate care ensures that every individual receives the attention and support they deserve, enhancing their well-being and dignity.

Accessibility & Equity:

We believe in making healthcare accessible to everyone, regardless of their background or circumstances. We strive to eliminate barriers to care and provide equitable care that meets the diverse needs of the communities we serve.

Innovation & Excellence:

We strive to stay at the forefront of healthcare by embracing new ideas and approaches. Our pursuit of excellence ensures that we consistently provide the best possible care and continuously improve our services.

Integrity & Accountability:

We operate with honesty, transparency, and a deep sense of responsibility. Our commitment to integrity and accountability ensures that we always act in the best interest of our clients, our team, and our communities.

Collaboration & Community:

We understand that our strength lies in working together. Through collaboration with our partners and engagement with the communities we serve, we build strong, supportive networks that uplift everyone involved.

POSITION SUMMARY

The Service Coordinator serves as the first and most consistent point of contact for prospective clients and families seeking services through Flournoy Health Systems (FHS). This role's primary responsibility is to convert leads into active prospects, maintain engagement throughout the approval process, and ensure that every potential client is connected to all appropriate FHS services. The coordinator guides families through complex approval pathways by staying in communication with case managers, providing resources, advocating for timely approvals, and collaborating with internal teams across the FHS network. Once approval is granted, the coordinator ensures the client's complete admission packet is received and transitioned seamlessly to the Care Manager for service initiation. This role requires a compassionate, proactive communicator with strong organization and follow-through to ensure every client experiences FHS's values of Compassionate Care, Integrity, Operational Excellence, and Collaboration.

ESSENTIAL DUTIES

Lead & Prospect Management Receive and qualify all incoming leads, converting them into active prospects through relationship-building and needs assessment. Maintain consistent engagement with each prospect and family throughout the approval process, which may extend up to six months. Advocate for the client by contacting case management or external partners when approval delays occur. Record all communications, updates, and next steps accurately in the designated CRM or tracking system. Cross-Entity Service Identification Conduct holistic needs assessments to identify all eligible FHS services. Coordinate introductions and warm handoffs to the respective entity's care team to ensure seamless referral and follow-through. Collaborate with entity leaders and Care Managers to ensure clients receive a unified and well-coordinated care experience. Track service conversions and ensure no eligible service line opportunity is missed. Client Education & Resource Support Provide families with guidance on service selection, Medicaid waiver navigation, and other community resources. Share educational materials and resources explaining available FHS programs and community support. Communicate progress updates clearly and compassionately, maintaining consistent engagement and trust with each family. Collaboration & Admission Coordination Partner with the appropriate Care Manager to ensure all approved clients' documentation and packets are received for admission. Coordinate with HR, Care Managers, and Operations across service lines to align service start dates and staffing readiness. Participate in cross-departmental meetings to report on lead volume, conversions, barriers, and improvement opportunities. Documentation & Reporting Maintain complete and accurate records of lead activity, client touchpoints, and case management updates. Monitor lead-to-prospect conversion metrics and track timelines from referral to admission. Prepare reports for leadership summarizing conversion outcomes and trends across entities. Ensure compliance with confidentiality standards (HIPAA) and FHS documentation requirements.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCES

Deep understanding of client relationship management, sales conversion, and healthcare navigation processes. Excellent interpersonal communication, empathy, and professionalism with diverse populations. Knowledge of home care, hospice, and behavioral health (ABA) operations preferred. Ability to manage multiple leads simultaneously and maintain consistent, quality engagement. Strong coordination and follow-through with internal teams and external partners. Skilled in data entry, reporting, and CRM management. Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams). Excellent written and verbal communication skills with strong attention to tone and professionalism. Outstanding organizational and time management abilities; can manage multiple priorities effectively. Exceptional customer service and interpersonal skills with the ability to build rapport and trust quickly. Demonstrated teamwork, initiative, and adaptability in a dynamic environment. Ability to exercise discretion and professionalism when handling confidential or sensitive information. Strong data entry skills with exceptional typing speed and accuracy. Proficient in Microsoft Windows, Outlook, and general office systems.

MINIMUM QUALIFICATIONS

High School Diploma or GED required. Minimum 3+ years of experience in customer service, client coordination, or administrative support. Knowledge of senior services, healthcare, or community-based resources. Demonstrated experience with client intake, data entry, or call center operations.

PREFERRED QUALIFICATION

Bachelor's Degree in Human Services, Healthcare Administration, or a related field. 2+ years of experience in a healthcare or home care setting. Prior experience with client management systems. Previous experience in data entry, intake coordination, or customer service in a regulated environment. Other Qualifications Language Skills Ability to read, analyze and interpret regulations and other documents. Strong interpersonal skills and ability to effectively and tactfully present information to, and communicate with, co-workers, employees, and others. Possess exceptional English written and verbal communication skills, including accurate grammar and business correspondence knowledge. Ability to read and write memos, reports, and correspondence that conform to prescribed style and format. Reasoning Ability Ability to define problems, collect data, establish facts, and draw valid conclusions.

Other Skills and Abilities:

Able to establish and maintain cooperative and positive working relationships. Organized, detail-oriented, courteous, proactive, self-motivated, dependable, and customer service driven. Even-tempered and able to balance multiple tasks in accordance with changing deadlines and priorities in a fast-paced environment. Ability to work sensitively and effectively with individuals of diverse ethnic and cultural backgrounds. General Job Performance Requirements Meets/exceeds established performance goals. Additional performance requirements may be communicated. Alignment with Company Goals & Objectives

• Supports the organization's mission, vision, and values and holding self-accountable for applying these principles daily and personally living them when working with coworkers, participants, clients, and all other business contacts. Adherence to Company Policy
• Follows and enforces guidelines as established by policies. Conforms to company and job standards and requirements. Shows respect for others. Acts in the best interests of the company at all times. Serves as an example for others. Conducts business in an ethical fashion. Job Knowledge
• Demonstrates a thorough understanding of his/her job processes and procedures. Integrates knowledge to efficiently accomplish job requirements. Efficiently uses resources (including staff and management) to obtain additional knowledge. Cooperativeness
• Consistently supports management decisions as demonstrated by his/her actions. Demonstrates a "can do" attitude by responding positively to instructions. Follows instructions and works harmoniously with others to complete the job or task. Commitment
• Commits to his/her job and to the success of the company. Continuously puts forth the effort to achieve goals and continuous quality improvement. Degree to which employee goes the extra step to ensure job/task completion. Takes initiative to offer ideas to improve processes or results. Customer Service
• Embraces the organization's commitment to internal and external customer service and demonstrates a customer-centric approach when interacting with co-workers, participants, clients, and all other business contacts. Safety
• Maintains a safe workplace. Reports all unsafe work conditions to supervisor and/or Safety & Loss Control Manager and works in conjunction with supervisor, Safety & Loss Control Manager, and staff to correct unsafe work conditions. Follows and enforces all safety policies. Quantity of Work / Productivity
• Produces at a high volume. Always puts forth the effort to maximize productivity. Meets or exceeds established work deadlines. Engage in a productive work effort whenever possible. Meets goals and objectives. Quality of Work
• Produces work that is accurate and reliable. Accomplishes work quickly and efficiently. Works in a thorough and organized manner while minimizing downtime. Results are consistently within acceptable quality standards. Reliability
• Completes responsibilities with minimal direct supervision. Follows through with assigned jobs and tasks all the way through completion. Puts forth the effort to achieve goals and objectives under varying circumstances. Attendance
• Meets or exceeds punctuality and attendance expectations/requirements. Faithfully reports to work and conforms to scheduled work hours. When necessitated, follows call-in procedures and informs others of absences. Communication
• Exhibits good interpersonal skills. Develops and fosters professional relationships with co-workers, participants, clients, and vendors. Keeps others informed as directed by operational demands and need-to-know. Keeps self-informed of announcements made via established company venues. Confidentiality
• Maintains confidentiality of employee, participant, and client data/information, and any other sensitive organization information as appropriate.

Physical Demands Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements Employees are frequently required to sit. Employees are frequently required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally stoop, kneel, or crouch. Requires manual and finger dexterity and eye-hand coordination. Requires the ability to use department equipment, such as telephones, personal computers, adding machines, copiers, fax machines, etc. Position requires frequent use of computers and phones. Requires the ability to lift/carry up to 30 pounds using appropriate body mechanics. Visual, Hearing and Communication Requirements Requires corrected vision, including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Requires hearing to normal range and must be able to communicate effectively verbally and in writing with co-workers, vendors, clients, and others for work-related purposes. Work Environment Work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Pressure Factor May require working under stressful conditions. May experience pressure to meet scheduled timelines. Environmental Conditions The employee normally works indoors in a typical, temperature-controlled office environment. Noise level in the work environment is usually moderate. There may be distractions such as phone calls, work interruptions, and communication from coworkers or participants. I, the undersigned employee, acknowledge receipt and understanding of this job description. I realize that it reflects a general list of responsibilities of the position, as well as a general description of the working environment and physical demands of the position. I have notified Human Resources of any reasonable accommodation(s) I require, and should I require any reasonable accommodation in the future, I agree to request such accommodation by notifying Human Resources. I have accepted this position and represent that I am capable of performing such functions with or without reasonable accommodation. __________________________________ _________________________ Employee Signature Date __________________________________ _________________________ Human Resources Representative Date