Home Care QA Specialist - Service Monitoring

Addus HomeCare•Chicago, IL

4d•Remote

About The Position

The Service Monitoring Quality Assurance Specialist (QAS) is responsible for coordinating, monitoring, and ensuring the quality of in-home services in accordance with client agreements, company policies, and Department on Aging requirements. This role ensures that services for new and current clients are scheduled, started, and maintained appropriately with Home Care Aides. The QAS establishes strong partnerships with clients, Home Care Aides, family caregivers, and internal teams, with a focus on creating high-quality matches, extraordinary service experiences, and regulatory compliance. This position requires excellent communication, strong organizational skills, responsiveness, and comfort working in fast-paced, metrics-driven environments.

Requirements

Minimum of 3 years of experience in senior services or a related social service field
Strong understanding of client service delivery and quality assurance principles
Excellent verbal and written communication skills
Strong interpersonal and relationship-building skills
Ability to prioritize tasks and manage high call volumes effectively
Client-focused with a strong customer service orientation
Comfortable working with metrics, quotas, and compliance standards
Proficient in Microsoft Word, Excel, Outlook, and internet-based systems
Highly organized, detail-oriented, and capable of effective time management

Responsibilities

Monitor in-home services to ensure clients receive the highest level of care possible
Conduct required service monitoring calls, including monthly and quarterly quality assurance calls
Complete required Quality Control (QC) calls per 8-hour shift, meeting productivity and quality standards
Perform real-time documentation, including accurate case notes and data entry within internal systems
Archive calls and maintain proper documentation in accordance with company and regulatory standards
Conduct quarterly conferences and follow up on all QA-related action items
Track and manage current Home Care Aides through data management systems
Partner with Service/Scheduling Coordinators to resolve scheduling issues and support service continuity
Respond promptly and professionally to emails, phone calls, and multi-line phone inquiries
Report unreachable clients/caregivers through required daily reporting processes
Maintain strict confidentiality due to access to sensitive client and employee information
Meet all key performance metrics related to quality, productivity, hiring/retention support, and service compliance
Attend branch and team meetings as required
Maintain compliance with all company policies, Department on Aging regulations, Medicare, Medicaid, and HIPAA requirements
Ensure regular, predictable attendance and flexibility to meet departmental needs
Perform other duties as assigned