Client Service Supervisor

Help at Home•Terre Haute, IN

About The Position

The Client Service Supervisor supports clients receiving home care services by coordinating care, maintaining client records, and helping ensure high-quality, compliant service. The role assigns homecare aides according to each client’s needs and Plan of Care, communicates scheduling information and changes, and provides caregivers with coaching. It may include in-home client visits to assess needs, maintain relationships, and address concerns. The supervisor handles complaints, documents and reports significant issues, and serves as a mandatory reporter of critical incidents. The role also maintains client satisfaction and visit records, prepares routine reports, and ensures confidentiality and compliance with applicable laws, regulations, and company policies. For Developmental Disabilities assignments, the position must follow applicable state requirements for training, documentation, meetings, and other mandated practices. The supervisor may conduct performance reviews, train associates, and direct their work. Regular travel is required. Pay is $20.00–$22.00 per hour.

Requirements

Must be at least 18 years old.
Strong organizational skills and 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 ability to handle conflict professionally.
Compassionate, responsible, and cheerful attitude.
Basic computer literacy and typing skills.
Customer service skills.
Current PPD or chest X-ray, if applicable.
Comply with other requirements pursuant to applicable state or local rules.
Ability to move or traverse through offices and client homes, including ascending and descending stairs.
Ability to communicate clearly and effectively to exchange information.
Regular daily or weekly travel is required, including in inclement weather.

Nice To Haves

High school graduation or equivalent is preferred; higher education or certification may be required.
Medicaid, Waiver, or home healthcare experience preferred.

Responsibilities

Maintain assigned client files and related paperwork.
Protect client and agency information and follow HIPAA guidelines when handling records.
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 client needs and communicate changes to appropriate parties.
Prepare and submit routine departmental reports.
Record and maintain accurate documentation of client conditions and services.
Maintain records of client satisfaction surveys and in-home visits, addressing concerns and building relationships.
Handle client complaints and problems, documenting and reporting 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 Developmental Disabilities assignments, comply with applicable state requirements for meetings, records, training, and other mandated practices.
Conduct performance reviews, train associates, and direct their work.
Perform other related duties as assigned.