Client Service Supervisor

Help at Home•Atlanta, GA

About The Position

The Client Service Supervisor supports home care clients in living independently, safely, and with dignity in their own homes. The role coordinates client services, maintains client records, supports caregivers, communicates with clients and referral sources, and helps ensure that care meets each client’s needs and Plan of Care. The position may include in-home client visits, regular travel, and responsibility for reporting critical incidents as a mandatory reporter. Supervisory duties include conducting performance reviews, training associates, and directing their work. The role must comply with applicable laws, regulations, and company policies; additional state-specific requirements apply when working with individuals with developmental disabilities.

Requirements

At least 18 years of age.
Current PPD or chest X-ray, if applicable.
Excellent 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.
Ability to move or traverse in offices and client homes, including ascending and descending stairs.
Ability to communicate clearly and effectively to exchange information.
Regular daily or weekly travel, 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 is preferred.

Responsibilities

Maintain assigned client files and related paperwork.
Protect the confidentiality of client and agency information in accordance with HIPAA guidelines.
Assign home care aides based on client needs and the Plan of Care.
Coach caregivers to support high-quality client care and escalate ongoing performance concerns to the caregiver management team.
Communicate schedules and changes proactively with clients, home care aides, referral sources, and management.
Prioritize client care and service; conduct in-home visits as appropriate to assess needs and communicate changes to relevant parties.
Prepare and submit routine departmental reports.
Document and maintain accurate records of clients’ 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; report critical incidents as a mandatory reporter.
Educate and coach clients on changes to their Plans of Care.
Maintain positive working relationships with clients, home care 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.