Home Care QA Specialist – Service Monitoring

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🕒 Julho 28

🌽 Illinois – Remoto

🌽 Illinois – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🔧 Engenheiro de QA (Qualidade de Software)

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Addus HomeCare

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1979

🏥 Saúde

⚕️ Seguro de Saúde

Healthcare • Healthcare Insurance • Home Health

A Addus HomeCare é uma fornecedora de serviços de apoio domiciliar de qualidade que permite que indivíduos mantenham sua saúde e independência enquanto permanecem em suas casas. Com mais de 40 anos de experiência, a Addus oferece uma variedade de serviços, incluindo cuidados domiciliares, saúde em casa e cuidados paliativos a pacientes em vários estados. Seus cuidadores dedicados focam em fornecer suporte compassivo adaptado às necessidades únicas de cada indivíduo, garantindo conforto e confiança para os pacientes e suas famílias.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• Equal employment opportunities for all employees and applicants • Prohibits discrimination and harassment of any type