Client Service Supervisor

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.

Job Summary: The Client Service Supervisor may, where permitted, develop, and monitor appropriate care plans to ensure clients receive quality care while serving as the primary liaison between clients, homecare aides, managers, referral sources, and others directly involved in clients care.

Essential Duties and Responsibilities: 

• Maintain elements of the assigned clients' files, and all related paperwork.
• Consistently maintains the confidentiality of patient/client and agency information, following HIPAA guidelines relative to handling patient records.
• Assigns homecare aides based on the client's overall needs and Plan of Care.
• Provides coaching to Caregivers to ensure high quality client care and escalates ongoing concerns with Caregiver performance to the caregiver management team.
• Proactively communicates schedules and changes with clients, homecare aides, referral sources, and management.
• Prioritizes client care and service and may conduct in home visits with a client to maintain perspective and connection, assess their needs and communicate any changes or needs to appropriate parties.
• Prepares and submits routine departmental reports as required.
• Records and maintains accurate documentation of the client's condition and overall service.
• Maintain and keep record of client satisfaction surveys, and client in-home visits to address areas of concern as well as to continue to build relationships.
• Appropriately handles client complaints and problems; documents and reports any significant issues for further attention or resolution as required. This is a mandatory reporter position of critical incidents.
• Provides education and coaching on changes to a client's Plan of Care.
• Maintains positive working relationships with clients, homecare aides, referral sources.
• Ensures compliance with local, state, and federal laws as well as with Company policies and procedures.
• Performs other related duties as assigned.

• Excellent organizational skills: ability to multitask and manage multiple responsibilities.
• Able to provide necessary feedback to improve overall services. Identifies and progresses toward meeting personal and professional goals.
• Strong problem solving skills; ability to deal with conflict in a professional manner.
• Ability to multitask and manage multiple responsibilities.
• Demonstrate compassion, responsibility, and cheerful attitude. 
• Basic computer literacy and typing skills.
• Customer service skills.

• At least 18 years of age.
• High school graduate or equivalent preferred; may require higher level of education or certification.
• Current PPD, or Chest X-ray if applicable.
• Medicaid, Waiver, or Home Healthcare experience preferred.
• Other requirements pursuant to state or local rules if applicable.

• Conducts performance reviews.
• Trains other associates.
• Directs work of other associates.

• Ability to move, transport, or position up to 50 pounds.
• Ability to move or traverse about in offices and/or client homes, including ascending and descending stairs.
• Ability to communicate effectively and clearly with others to exchange information.

• Regular travel on a daily or weekly basis required, even in inclement weather.

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.