Client Service Supervisor

Help at Home•Dearborn, MI

About The Position

The Client Service Supervisor supports high-quality home care by coordinating services that help clients live independently, safely, and with dignity in their homes. The role maintains client files and documentation, assigns homecare aides according to clients’ needs and Plans of Care, and coordinates schedules and changes with clients, aides, referral sources, and management. The supervisor may conduct in-home visits to assess needs, maintain client relationships, and address concerns. The position also coaches caregivers, supports client satisfaction, handles complaints, reports significant issues as a mandatory reporter of critical incidents, and helps ensure compliance with applicable laws and company policies. For roles focused on Developmental Disabilities (DD), the supervisor must follow applicable state regulations, including requirements for in-person meetings, accurate records, timely training, and other mandated practices. Management may assign or reassign duties not listed in this description. The role requires regular travel on a daily or weekly basis, including in inclement weather. The stated pay range is $20.00 per hour.

Requirements

Excellent organizational skills and the ability to multitask and manage multiple responsibilities.
Ability to provide feedback to improve services and progress toward personal and professional goals.
Strong problem-solving skills and the ability to handle conflict professionally.
Compassion, responsibility, and a cheerful attitude.
Basic computer literacy and typing skills.
Customer service skills.
At least 18 years of age.
Current PPD, or chest X-ray if applicable.
Ability to move or traverse through offices and client homes, including ascending and descending stairs.
Ability to communicate clearly and effectively to exchange information.
Ability to travel regularly on a daily or weekly basis, including in inclement weather.
Other requirements pursuant to applicable state or local rules.

Nice To Haves

High school graduation or equivalent is preferred; a higher level of education or certification may be required.
Medicaid, Waiver, or Home Healthcare experience is preferred.

Responsibilities

Maintain assigned client files and related paperwork.
Protect confidential patient, client, and agency information in accordance with HIPAA guidelines.
Assign homecare aides based on clients’ needs and Plans of Care.
Coach caregivers to support high-quality client care and escalate ongoing performance concerns to the caregiver management team.
Communicate schedules and changes to clients, homecare aides, referral sources, and management.
Prioritize client care and service; conduct in-home visits as needed to assess needs and communicate changes to appropriate parties.
Prepare and submit routine departmental reports.
Record and maintain accurate documentation of clients’ conditions and services.
Maintain records of client satisfaction surveys and in-home visits, address concerns, and build relationships.
Handle client complaints and problems appropriately; document and report significant issues for further attention or resolution.
Act as a mandatory reporter of critical incidents.
Educate and coach clients on changes to their Plans of Care.
Maintain positive working relationships with clients, homecare aides, and referral sources.
Ensure compliance with local, state, and federal laws and company policies and procedures.
For DD-focused assignments, follow applicable state regulations, including requirements for in-person meetings, recordkeeping, training, and other mandated practices.
Conduct performance reviews, train other associates, and direct the work of other associates.
Travel regularly on a daily or weekly basis, including in inclement weather.
Perform other related duties as assigned.