CCTB Care Coordinator Handbook SOP v07.2024

Comfort & Care of Tampa Bay Care Coordinator First Day Handbook

Welcome to Comfort & Care of Tampa Bay Care Coordinator First Day Handbook

Clickable Index


Welcome to Comfort & Care of Tampa Bay! We are excited to have you join our team. This handbook will provide you with essential information about our company, the types of patients we serve, the common reasons they may need in-home care, and some standard responses to frequently asked questions. This guide will help you feel confident in your new role, especially when answering the phone and following up with leads.

About Comfort & Care of Tampa Bay

Comfort & Care of Tampa Bay has been providing trusted quality in-home care since 2009. We are committed to offering the highest quality staffing solutions for in-home care in St. Petersburg and surrounding areas. Our team is composed of professional, certified nurses and caregivers who are passionate about maintaining our clients’ independence, health, safety, and dignity.

Types of Patients We Serve

Elderly Patients

Advanced age-related conditions, Dementia, Alzheimer’s, Parkinson’s Disease

Patients with Chronic Conditions

Diabetes, COPD, cancer, Degenerative disorders like MS and ALS

Post-Surgery Patients

Recovery from cosmetic surgery, joint replacement, heart surgery, etc.

Patients with Disabilities

Younger adults with disabilities, Patients with traumatic brain injuries

Patients in Need of Palliative or Hospice Care

Serious or terminal illness management

Common Reasons for In-Home Care

(The scope of our services goes beyond what we have listed below, but this should give a general idea of what can be expected.)

Personal Care Needs

Assistance with bathing, dressing, eating, toileting, and grooming, Medication management

Companionship and Emotional Support

Preventing isolation through social interaction and meaningful activities

Household Support

Cooking, Cleaning, Laundry, and Shopping (etc..)

Healthcare Support

Monitoring health conditions, Managing physician appointments, and Physical therapy

Respite Care

Providing relief for family caregivers

Common Questions and Suggested Responses

What services do you provide?

At Comfort & Care of Tampa Bay, we offer a comprehensive range of services to meet various needs. Our services include personal care, companionship, household support, healthcare support, and specialized care for conditions such as dementia and Alzheimer’s. Our team is comprised of highly qualified caregivers, including Home Health Aides (HHAs), Certified Nursing Assistants (CNAs), and Companions, all dedicated to providing exceptional care.

Is there a minimum shift length for your services?

Yes, our minimum shift length is five hours per day.

Why do you have a minimum shift length?

To ensure the sustainability and quality of our services, we have established a minimum shift length of five hours. This policy helps us retain our skilled staff by providing them with sufficient working hours, which enhances job satisfaction and reduces turnover. While we strive to accommodate all patients’ needs, we have found that maintaining this minimum is essential to providing consistent, high-quality care and ensuring the stability of our caregiving team.

How do I arrange for service?

You can arrange services by calling our office at (727) 688-0587. Our care coordinators will be glad to speak with you about your needs and set up an initial assessment.

When can I call to schedule or change services?

We are available 24/7. Whether you need to arrange for service or change your schedule, we are always here to help.

Is home care provided only in private residences?

No, our in-home care services can be provided wherever the home is — a private residence, a senior living community, a hospital, or while staying with a friend or family caregiver.

How quickly can services start?

We can typically start services the same day that the request is received.

Are your caregivers certified and insured?

Yes, all our caregivers are certified, screened, bonded, and insured. We ensure they meet the highest standards of care.

What if I have concerns or complaints?

Our supervisors and care coordinators are available 24/7 to assist with any concerns or complaints to ensure they are addressed and resolved quickly.

Do you accept insurance?

We are a private pay agency and accept long-term care insurance plans but do not accept Medicaid or Medicare.

Using Meta’s Business Suite for Lead Management

Accessing Leads

Log in to Meta’s Business Suite. Navigate to the “Inbox” section. Select “Leads” from the available tabs.

Adding Notes to Leads

Click on a lead to open the detailed view. Use the “Add Note” section to input relevant information or updates about the lead. Save the note to ensure it is attached to the lead’s profile.

Pushing Leads Through the Meta Business Suite Built in CRM/Pipeline (Facebook)

Open the lead you want to manage. Use the status dropdown to move the lead through different stages (e.g., New, Contacted, Interested, Converted). Update the lead’s status as you progress with follow-up actions. Ensure all interactions and updates are recorded to maintain an accurate pipeline.

Contact Information

Phone: (727) 688-0587
Address: 260 1st Ave S, St. Petersburg, FL 33701