Home Care QA Specialist – Service Monitoring

Job not on LinkedIn

🔥 4 hours ago

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔧 QA Engineer (Quality Assurance)

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Addus HomeCare

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1979

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance • Home Health

Addus HomeCare is a provider of quality in-home supportive services that enable individuals to maintain their health and independence while remaining in their homes. With over 40 years of experience, Addus offers a range of services including in-home care, home health, and hospice care to patients across various states. Their dedicated caregivers focus on providing compassionate support tailored to the unique needs of each individual, ensuring comfort and confidence for patients and their families.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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