Care Support Specialist - Albany, GA

FLOURNOY HEALTH SYSTEM•Albany, 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 onboarding, credentialing, orientation, scheduling, engagement, and ongoing compliance, while also supporting client onboarding, reassessments, service changes, and required documentation. The specialist works with Care Relationship Managers, Nursing, Human Resources and Recruiting, Billing, TTP, and other operational partners to 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, requiring timely follow-up, accurate system updates, and clear communication. The role maintains a dedicated caregiver caseload and serves as the main contact for employment, compliance, and performance matters. It includes regular home visits, performance reviews, coaching, retention support, credential tracking, renewal reminders, CPR and First Aid instruction, and maintenance of accurate caregiver records. The specialist also facilitates onboarding for PCAs, CNAs, and family caregivers, reviewing paperwork and coordinating with HR and Care Relationship Managers to ensure new caregivers are trained and ready to work. The specialist conducts field visits to assess care quality, gathers feedback from clients and families, identifies training or support needs, and participates in initiatives to improve caregiver experience and operational efficiency. Success is measured by timely caregiver hiring and onboarding, timely coordination of client admissions and service changes, resolution of missing 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 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 caregiver performance reviews and provide coaching or corrective action when needed.
Support caregiver retention through communication, recognition, and problem resolution.
Escalate significant concerns or disciplinary issues to the Care Relationship Manager and HR.
Track caregiver credentials, including TB tests, CPR/First Aid certifications, background checks, and annual training.
Remind caregivers of upcoming credential expirations and help them complete renewals on time.
Serve as an in-house CPR and First Aid instructor and maintain training documentation.
Ensure caregiver credentialing and documentation comply with agency, state, and Medicaid waiver requirements.
Maintain accurate caregiver files in the electronic system of record.
Facilitate onboarding for direct care team members, including 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 prepare new caregivers to begin service.
Collect feedback from clients, families, and Care Relationship Managers about caregiver performance and satisfaction.
Identify opportunities for additional caregiver training, mentorship, or support.
Participate in department meetings and initiatives to improve caregiver experience and operational efficiency.
Coordinate client onboarding, reassessments, service changes, and required documentation.
Track new caregiver onboarding and client admission timelines, follow up on missing client documentation, and proactively track reassessment packets.