Care Support Specialist - Macon, GA

FLOURNOY HEALTH SYSTEM•Macon, GA

About The Position

The Care Support Specialist supports the caregiver and client lifecycle for an assigned area or service area. The role coordinates caregiver recruiting, hiring, onboarding, credentialing, orientation, scheduling, engagement, and ongoing compliance, while supporting client onboarding, reassessments, service changes, and required documentation. Working with Care Relationship Managers, Nursing, Human Resources/Recruiting, Billing, TTP, and other operational partners, the specialist helps ensure caregivers are ready for assignment and clients are ready to begin and continue services. The position is a key coordination point between caregiver readiness and client service needs, with responsibility for timely follow-up, accurate system updates, and clear communication. The specialist maintains a caregiver caseload, serves as caregivers’ main contact on employment, compliance, and performance matters, conducts home visits, completes performance reviews, and supports retention through communication, recognition, coaching, and problem resolution. The role tracks caregiver credentials and training, assists with renewals, may serve as an in-house CPR and First Aid instructor, and maintains compliant, accurate records. It also facilitates direct-care team onboarding, reviews paperwork, and coordinates with HR and Care Relationship Managers to prepare caregivers for service. The role conducts field oversight to assess care against the care plan, gathers feedback from clients and families, and identifies opportunities for training or support. Success includes timely caregiver onboarding and hiring, coordinated client admissions and service changes, resolution of missing client documentation, and proactive tracking of reassessment packets.

Requirements

High School Diploma or GED.
At least 1 year of experience in home care, healthcare, staffing, scheduling, or a related service environment.
Experience handling multi-line phone systems and a high volume of inbound and outbound calls.
Strong customer service, communication, organizational, and documentation skills.
Ability to manage multiple priorities and maintain accurate records in a fast-paced environment.
Valid driver’s license and reliable transportation for required field visits.

Nice To Haves

Current Certified Nursing Assistant (CNA) credential.
Meets all requirements to qualify as a Personal Care Aide (PCA), including successful completion of required competency and skills validation by a Nurse.
Bachelor’s degree or at least 2 years of experience in home health, healthcare, or staffing coordination within the last 24 months.
Familiarity with scheduling and client management systems.
Prior experience in a regulated or healthcare-based environment.

Responsibilities

Maintain a dedicated caseload of Caregivers and serve as their main point of contact for employment, compliance, and performance matters.
Conduct regular home visits to observe Caregiver performance and ensure quality of care aligns with agency standards and the care plan.
Complete performance reviews for assigned Caregivers and provide coaching or corrective action when needed.
Support Caregiver retention through regular communication, recognition, and problem resolution.
Escalate significant concerns or disciplinary issues to the Care Relationship Manager and HR.
Track and manage Caregiver credentials, including TB tests, CPR/First Aid certifications, background checks, and annual training.
Provide advance reminders for upcoming credential expirations and assist Caregivers with timely renewals.
Conduct CPR and First Aid classes as an in-house instructor and maintain training documentation.
Ensure compliance with agency, state, and Medicaid waiver requirements for Caregiver credentialing and documentation.
Maintain accurate Caregiver files in the electronic system of record.
Facilitate onboarding for direct care team members, including Personal Care Aides (PCAs), CNAs, and family caregivers.
Collaborate with Talent Acquisition when an outside Caregiver must be hired for coverage or replacement.
Review onboarding paperwork for compliance and credentialing requirements before hire.
Coordinate with HR and Care Relationship Managers to ensure new Caregivers are trained and ready to begin service.
Collect feedback from clients, families, and Care Relationship Managers regarding Caregiver performance and satisfaction.
Identify opportunities for additional training, mentorship, or support to improve Caregiver skills and engagement.
Participate in department meetings and initiatives to improve Caregiver experience and operational efficiency.
Coordinate new client admissions from initial packet through start of care, service changes, and reassessment packets; identify and follow up on missing documentation.