Home Care QA Specialist – Service Monitoring

🔥 0 minutes 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 monthly and quarterly quality assurance calls • Complete required Quality Control calls per 8-hour shift while meeting productivity and quality standards • Perform real-time documentation, case notes, and data entry in internal systems • Archive calls and maintain documentation according to company and regulatory standards • Conduct quarterly conferences and follow up on QA-related action items • Track and manage Home Care Aides through data management systems • Partner with Service/Scheduling Coordinators to resolve scheduling issues and support service continuity • Respond to emails, phone calls, and multi-line phone inquiries • Report unreachable clients and caregivers through daily reporting processes • Maintain confidentiality of sensitive client and employee information • Meet key performance metrics related to quality, productivity, hiring/retention support, and service compliance • Attend branch and team meetings as required • Maintain compliance with company policies, Department on Aging regulations, Medicare, Medicaid, and HIPAA requirements • Maintain 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 • Must maintain confidentiality of sensitive client and employee information • Must comply with company policies, Department on Aging regulations, Medicare, Medicaid, and HIPAA requirements • Must maintain regular, predictable attendance and flexibility to meet departmental needs