Job Summary The Client Care Specialist serves as the primary point of contact for private pay clients and caregivers within an assigned region. This role is responsible for building and maintaining strong client relationships, ensuring that care needs are consistently met, and managing the timely and effective scheduling of caregivers. The position requires a balance of compassionate client service, operational efficiency, and proactive communication with both clients and caregivers.

Key Responsibilities

• Prioritize open client schedules and complete assigned work in a timely and accurate manner.
• Coordinate new client referrals and ensure prompt staffing in collaboration with operational leadership.
• Match caregivers appropriately based on each client’s care plan, reviewing plan details with the assigned caregiver prior to the start of service.
• Manage caregiver schedules to promote consistency, minimize overtime and incentives, and ensure service delivery remains within budget.
• Serve as the first point of contact for client and caregiver inquiries, resolving scheduling or care-related issues promptly.
• Escalate serious or unresolved complaints to leadership as appropriate.
• Advocate for caregivers by assisting with concerns such as payroll, client compatibility, or other workplace issues.
• Maintain frequent communication with clients and/or family members to provide updates on care and address any changes or concerns.
• Conduct client quality assurance calls at least every 60 days.
• Accurately and promptly document all client and caregiver interactions, schedule changes, and updates in the EMR system.
• Monitor and maintain EVV activity to prevent service disruptions and ensure accurate caregiver pay.
• Ensure caregivers receive appropriate coaching and progressive disciplinary action for non-clinical performance issues under supervisor guidance.
• Communicate staffing and recruiting needs to operational leadership and the recruiting team.
• Participate in caregiver recruitment, hiring, and orientation as needed.
• Support and participate in the supervision of Field Support Staff Supervisors.
• Assist with client consultations, home visits, and caregiver introductions when appropriate.
• Other Duties
• Provide hands-on assistance to clients in emergent situations when necessary.
• Handle all phone and in-person interactions with professionalism, courtesy, and efficiency.
• Demonstrate sound judgment, proactive problem-solving, strong organizational skills, and a commitment to the company’s mission and values.
• Perform other duties as assigned based on business needs.

Qualifications and Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 1 year of experience in the home care or healthcare industry preferred.
• Minimum of 1 year of experience managing client scheduling preferred.
• Strong verbal and written communication skills with the ability to interact effectively across a wide range of personalities in a diverse environment.
• Proficiency in computer systems, including EMR platforms, email communication, and spreadsheet management and analysis.
• Demonstrated coaching, leadership, and interpersonal skills, with the ability to build trust, motivate field staff, and foster a collaborative team environment.
• Proven ability to maintain confidentiality and handle sensitive information with professionalism and discretion.
• Comfortable working in a fast-paced, technology-driven environment with frequent shifting priorities.
• Experience mediating conflicts and recommending appropriate interventions to resolve employee or client-related concerns.
• Skilled in investigating and resolving employee or client relations issues, including documentation review, analysis, and solution development.
• Strong organizational and time management skills with the ability to manage multiple priorities and meet deadlines; flexibility to work outside of standard business hours as needed.
• Bilingual proficiency in Spanish is a plus.

Work Environment and Physical Demands:

• Hybrid schedule: on-site presence required four (4) days per week; remote work permitted one (1) day per week, subject to business needs.
• This position primarily operates in an office setting, requiring regular use of standard office equipment such as computers, phones, photocopiers, and filing systems.
• The role routinely involves periods of sitting, standing, and walking short distances.
• Manual dexterity and hand-eye coordination are required for typing and computer work.
• Verbal communication, visual acuity, and hearing sufficient to perform job duties are required, with or without reasonable accommodation.

Benefits:

• 401k
• Medical, Vision & Dental Insurance
• PTO, Sick Time, Floating Holidays

COHOOFF

HouseWorks, LLC and its Family of Companies is an Equal Opportunity Employer. We do not discriminate against race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability or genetic information.