Senior Caregiver Service Specialist

Pittsburgh, PA

Full Time

Field Administrative

Mid Level

Help at Home is the leading national provider of in-home personal care services, where our mission is to enable individuals to live with independence and dignity at home. Our team supports 66,000 clients monthly with the help of 53,000 compassionate caregivers across 12 states. We’re looking for people who care about others, who are willing to listen, lean in and make impactful change. Each role at Help at Home can have a positive impact in supporting our caregivers and clients. If you are someone who leads with passion and integrity and are looking to join a rapidly growing, industry leading team, Help at Home may be a good fit for you.

Help at Home is hiring a Senior Caregiver Service Specialist!
This is a hybrid role. Must be able to commute to the office 4 days per week.

Job Summary:

The Senior Caregiver Service Specialist plays a vital role in supporting caregivers to deliver exceptional service to our clients. This individual serves as a mentor and resource to peers, collaborating closely with managers and fellow specialists to enhance caregiver engagement, satisfaction, and retention. In addition to fulfilling the core responsibilities of a Caregiver Service Specialist, the Senior Specialist assists with reporting, leads peer support initiatives, and helps resolve complex caregiver concerns.

Essential Duties/Responsibilities:

Issue Resolution & Escalation
- Escalate unresolved or persistent caregiver issues to leadership, collaborating on solutions.
- Serve as a subject matter expert (SME) for the team, offering guidance on best practices and resolving attendance discrepancies.
Team Support & Development
- Support onboarding and provide continuous training for new and existing team members.
- Lead peer mentorship initiatives, assisting specialists in managing complex problems and improving resolution skills.
- Identify workflow bottlenecks, recommend process improvements, and drive enhancements to team productivity.
Reporting & Metrics
- Assist with tracking key performance indicators (KPIs) and ensuring team adherence to productivity goals.
Caregiver Management
- Manage caregiver roster of 1/2 normal CGSS roster, ensuring accuracy of preferences, availability, and hours across all systems.
- Monitor performance of assigned caregivers to ensure delivery of high-quality personal care services.
- Ensure caregiver compliance with all state requirements, including in-service training, background checks, and certifications.
Engagement & Retention
- Proactively welcome and support new caregivers, fostering early engagement and connection.
- Maintain regular caregiver communication through scheduled touchpoints, recognition efforts, and engagement opportunities.
- Review caregiver satisfaction surveys and implement corrective or enhancement actions as needed.
General Responsibilities
- Respond to caregiver inquiries and issues professionally and efficiently.
- Provides coverage for CGSS and Caregiver Manager PTO and CGSS open positions.
- Perform all other related duties as assigned

This description reflects assignment of essential functions, management may assign or reassign duties and responsibilities to this job at any time that are not listed above.

Education and Experience:

Bachelor's degree in a relevant field or equivalent work experience, preferred.
Two (2) to three (3) years of previous experience are required.
Excellent organizational skills; ability to multitask and manage multiple responsibilities.
Strong problem solving skills; ability to deal with conflict in a professional manner.
Basic computer literacy and typing skills.
Demonstrate compassion, responsibility, and a cheerful attitude.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The 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 upon request.

Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

Data Security and Privacy Statement

At Help at Home, we prioritize protecting your personal information during the hiring process. We comply with all relevant data privacy regulations, including HIPAA and SOX where applicable. Your data will only be used to assess your employment suitability and won't be shared with unauthorized parties.

We use strong security measures to protect your information from unauthorized access or disclosure. By submitting your application, you consent to this process. You can access, modify, or request deletion of your data by contacting us.

Employees must adhere to our data protection policies and legal requirements to safeguard sensitive information.

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Senior Caregiver Service Specialist

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