Client Service Supervisor

Help at Home•Wilmington, DE

12h

About The Position

The Client Service Supervisor supports clients receiving home care services, helping them live independently, safely, and with dignity in their homes. The role coordinates client care and service, maintains client records, communicates with clients and care teams, and helps ensure quality care and compliance with applicable requirements. The supervisor may visit clients in their homes to assess needs, maintain relationships, and address concerns. The position also provides coaching and education to caregivers and clients, handles and documents complaints and critical incidents, and may conduct performance reviews, train associates, and direct their work. Regular travel is required, including during inclement weather. The stated pay range is $21.00–$22.00 per hour.

Requirements

At least 18 years of age.
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.
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 effectively and clearly to exchange information.
Regular daily or weekly travel is required, including in inclement weather.
Other requirements may apply pursuant to state or local rules.

Nice To Haves

High school graduation or equivalent is preferred, although 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 the confidentiality of client and agency information in accordance with HIPAA guidelines for handling patient 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 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, and document and report significant issues for further attention or resolution; report critical incidents as a mandatory reporter.
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 applicable local, state, and federal laws and company policies and procedures.
Perform other related duties as assigned.
For developmental disabilities assignments, comply with applicable state requirements for training, documentation, in-person meetings, and other mandated practices.
Conduct performance reviews, train associates, and direct the work of other associates.
Travel regularly on a daily or weekly basis, including in inclement weather.