Client Care Specialist

Client Care Specialist Three Rivers Senior Services, Inc., d/b/a Home Instead

About Home Instead:

For more than three decades, the Home Instead® network has been the world's leading provider of in-home care for older adults. Each Home Instead franchise offers an individualized approach to help keep aging adults comfortable and cared for at home. Globally, the Home Instead network supports the work of over 100,000 Care Pros and provides more than 60 million hours of care annually. Learn more at homeinstead.com.

Job Summary:

At Home Instead, we are committed to delivering exceptional, personalized care to older adults in their homes. The Client Care Specialist is a critical role focused exclusively on maintaining the highest standards of care quality through rigorous oversight of quality assurance (QA) processes, proactive monitoring and management of the SmartCare system, and meticulous care plan administration. This position demands a detail-oriented professional with strong analytical skills, technical proficiency, and a dedication to compliance and continuous improvement in client care.

Key Responsibilities:

Quality Assurance (QA) Program:

• Conduct regular, scheduled QA visits to client homes to evaluate care delivery, assess compliance with service plans, and identify any deviations or areas for improvement.
• Document all QA observations, recommendations, and follow-up actions in detail, ensuring timely resolution of any identified issues.

SmartCare System Monitoring and Management:

• Actively monitor the SmartCare system for real-time updates, alerts, and data related to client care, including scheduling, incident reports, and performance indicators.
• Take immediate and appropriate actions on SmartCare notifications, such as escalating concerns, updating records, or coordinating adjustments to care schedules.
• Maintain system integrity by auditing data entries, resolving discrepancies, and ensuring all users adhere to SmartCare protocols.

Care Plan Management:

• Develop, review, and modify individualized care plans based on QA findings, client feedback, and evolving needs, ensuring plans are comprehensive, compliant, and client-centered.
• Collaborate with internal teams (e.g., Care Pros and supervisors) to implement care plan changes, while strictly adhering to documentation standards.
• Track care plan adherence through ongoing audits and report on plan effectiveness to support quality improvements.

Compliance & Documentation:

• Ensure all QA, SmartCare, and care plan activities comply with company policies, federal/state regulations, and industry best practices.
• Maintain accurate, confidential records across all responsibilities, including QA reports, system logs, and care plan revisions.

Qualifications & Experience

Experience:

• Entry- to mid-level experience in quality assurance, care coordination, or healthcare administration, preferably in senior care or home health services.
• Experience with client management software (e.g., WellSky or similar systems) is preferred.

Education:

• High school diploma or equivalent required.
• College degree in Healthcare Administration, Nursing, Gerontology, or a related field preferred, but not required.

Technical Skills:

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and client management software, with a focus on data analysis and reporting tools.

Other Requirements:

• Ability to maintain confidentiality and adhere to ethical business practices.

Key Competencies:

• Analytical mindset – skilled at identifying patterns, discrepancies, and opportunities for improvement through data and observations.
• Attention to detail – ensures precision in QA documentation, system monitoring, and care plan management to prevent errors.
• Technical aptitude – comfortable navigating complex software systems for monitoring, actions, and reporting.
• Problem-solving abilities – proactive in addressing QA issues, system alerts, and care plan adjustments efficiently.
• Organizational skills – adept at managing multiple QA schedules, system tasks, and care plans simultaneously.
• Compliance focus – committed to upholding strict standards and regulations in all activities.
• Professionalism – maintains objectivity and confidentiality in sensitive care-related matters.

Compensation & Benefits:

• Competitive salary.
• Health insurance and related insurances (e.g., dental, vision) available after 90 days of employment.
• 2 weeks of paid time off (PTO) and 1 week of sick time, available after 90 days of employment.
• Opportunities for professional development and training.

Your employer is Three Rivers Senior Services, Inc., d.b.a. an independently owned and operated Home Instead, Inc. franchise office. Your employer is not Home Instead, Inc. This job description does not create an employment contract, nor imply it. Employment with your employer remains at will. This job description does not list all activities, duties, or responsibilities that may be required. Duties, responsibilities, and activities may change, or new ones may be assigned at any time. I have read and thoroughly understand all the duties of the position and acknowledge my employer is not Home Instead, Inc.