Home Care QA Specialist – Service Monitoring

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee in-home services to guarantee that clients receive the utmost quality of care.

• Execute monthly and quarterly quality assurance calls.

• Complete necessary Quality Control calls during each 8-hour shift while adhering to productivity and quality benchmarks.

• Carry out real-time documentation, case notes, and data entry in internal systems.

• Archive calls and uphold documentation in accordance with company and regulatory guidelines.

• Facilitate quarterly conferences and follow up on action items related to quality assurance.

• Monitor and manage Home Care Aides using data management systems.

• Collaborate with Service/Scheduling Coordinators to address scheduling challenges and ensure service continuity.

• Handle emails, phone calls, and inquiries on a multi-line phone system.

• Report unreachable clients and caregivers through daily reporting procedures.

• Safeguard the confidentiality of sensitive client and employee information.

• Achieve key performance metrics concerning quality, productivity, hiring/retention assistance, and service compliance.

• Participate in branch and team meetings as necessary.

• Adhere to company policies, Department on Aging regulations, Medicare, Medicaid, and HIPAA standards.

• Maintain consistent and predictable attendance while being flexible to meet departmental requirements.

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of 3 years of experience in senior services or a comparable social service sector.

• Strong grasp of client service delivery and quality assurance concepts.

• Exceptional verbal and written communication abilities.

• Robust interpersonal and relationship-building skills.

• Capability to prioritize responsibilities and manage high call volumes efficiently.

• Client-focused with a solid commitment to customer service.

• Comfortable working with metrics, quotas, and compliance standards.

• Proficient in Microsoft Word, Excel, Outlook, and online systems.

• Highly organized, detail-oriented, and adept at effective time management.

• Required to maintain the confidentiality of sensitive client and employee information.

• Must adhere to company policies, Department on Aging regulations, Medicare, Medicaid, and HIPAA standards.

• Expected to maintain regular and predictable attendance, with flexibility to meet departmental needs.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health insurance plans.

• Opportunities for professional development and training.

• Flexible work schedules to promote work-life balance.

• Supportive work environment with a focus on teamwork.