Home Visit Liaison- Canton, MA

Cross Country Healthcare•Canton, MA

About The Position

Cross Country is looking for top talent to join our team! We are a market-leading, tech-enabled workforce solutions and advisory firm with more than four decades of experience helping organizations solve complex labor and operational challenges. Recognized as a Top Place to Work by U.S. News & World Report and a Most Loved Workplace by Newsweek, Cross Country is committed to quality and excellence in everything we deliver. We were also the first public company to earn The Joint Commission Gold Seal of Approval® for Health Care Staffing Services Certification with Distinction — a standard we continue to uphold today. BASIC PURPOSE: The Home Visit Liaison is responsible for a variety of duties relating to the safety and satisfaction of our caregivers and clients. They will perform introductory visits to new clients alongside caregivers and perform quality assurance visits with existing clients ensuring the delivery of safe and quality customer service. The Home Visit Liaison will assist with training and coaching of the caregivers while working closely with the Branch Manager in continuously evaluating the clients plan through a series of ongoing communications and visits ensuring high quality care, client satisfaction and retention.

Requirements

Minimum of five (5) years of experience in home care, healthcare, or a senior care–related industry required.
Minimum of one (1) year of experience as a Certified Nursing Assistant (CNA) in a home care or healthcare setting required. A Licensed Vocational Nurse (LVN) license is preferred and may be required for certain assignments based on client care needs.
Must possess a valid Driver’s License and maintain eligibility for lawful driving as required by job duties.
Demonstrated knowledge of applicable healthcare regulations, industry standards, and best practices.
Effective verbal, written, and interpersonal communication skills required.
Ability to communicate, train, and collaborate effectively in a team-based environment.
Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, PowerPoint, and internet-based applications, required.
Ability to operate standard office equipment with or without reasonable accommodation.
Demonstrated patience, teaching ability, and active listening skills.
Ability to remain organized, detail-oriented, and demonstrate consistent follow-through.
Ability to understand, follow, and uphold organizational policies and procedures.
Ability to communicate clearly and professionally in oral and written formats.
Ability to work independently, manage time effectively, maintain confidentiality, and meet established deadlines.
Demonstrated interpersonal skills, sound judgment, and decision-making abilities appropriate to the role.
Ability to exercise discretion, integrity, and professionalism consistent with organizational standards and regulatory requirements.
Ability to organize and prioritize workload to meet operational needs.
Ability to establish and maintain effective working relationships with internal and external stakeholders.
Ability to present a professional appearance and demeanor consistent with workplace standards.
Ability to communicate effectively by telephone in a clear and courteous manner.
Ability to work independently or as part of a team, as required by business needs.
Certified Nursing Assistant (CNA), with demonstrated knowledge of patient care practices and applicable healthcare regulations.
LVN candidates: working knowledge of clinical documentation, care coordination, and applicable state nursing regulations within the LVN scope of practice.
High School or equivalent required; Bachelor’s degree in healthcare field preferred or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Active, valid, and non-restricted CNA license required; an active LVN license may be required for certain assignments. License must be in good standing in the state of practice.

Nice To Haves

Bilingual skills preferred but not required.

Responsibilities

Provide ongoing support to field staff and caregivers by addressing questions, resolving issues, and ensuring they have necessary resources.
Act as a liaison between caregivers, clients, families, and internal departments to ensure alignment and issue resolution.
Meet with potential clients and their families to assess needs and review personalized service plans.
Conduct client/caregiver introductions for every new client and caregiver assignment.
Work with clients and families to resolve issues and ensure they receive timely and appropriate services.
Evaluate and perform specific home health duties for clients when needed.
Conduct regular quality assurance home visits and phone calls according to a set schedule (e.g., monthly or quarterly).
Maintain ongoing communication and consistent follow-up with current clients to ensure satisfaction.
Recognize and pursue opportunities to adjust service plans based on clients’ changing needs.
Create and maintain accurate documentation for client records and quality assurance meetings.
Maintain and update internal databases, systems, and client portals with accurate caregiver and client information.
Generate, prepare, and distribute reports for internal teams and client review.
Ensure client-specific requirements, policies, and procedures are documented and communicated effectively.
Collaborate with team members to coordinate and deliver homecare services.
Provide backup coverage for colleagues to ensure uninterrupted support for clients and caregivers.
Demonstrate clear and effective communication with clients, families, caregivers, and internal staff.
Attend and actively participate in internal meetings, including compliance and operations reviews.
Support leadership in maintaining compliance with home care program operations.
Report compliance issues or concerns to leadership in a timely manner.
Stay current with changes in homecare regulations and operational guidelines.
Other duties as assigned.

Benefits

Cross Country offers a competitive compensation, benefits, and wellness program, including Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance, 401(k) plan, Tuition Assistance, and Pet Insurance. The company offers a variety of Wellness options through Burnalong, which offers a robust online platform of classes and programs as well as local gym access.

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