Client Services Supervisor

About Care & Help

Choosing home care services in Philadelphia can be a difficult and uncertain decision. Care & Help Home Care, LLC is a trusted home healthcare provider within the Philadelphia area that is committed to providing home care services that are transparent, professional, and excellent. Our large staff of caregivers and home health aides are experienced and screened to be able to provide non-skilled and non-medical services for seniors.

Job Summary :

The Client Service Supervisor is responsible for retaining clients and caregivers by ensuring they are satisfied with Care and Help Home Care. This role is responsible for efficiently matching caregivers to meet client needs and ensuring payroll and billing for all shits are completed timely. The role will partner with the recruitment team on specific need and reengagement of caregivers who have not recently worked. Responsible for collaborating with the sales team, nursing team, recruiting team, and location leadership in managing caregivers' performance and client needs.

Essential Duties and Responsibilities :

• Develop positive and long-lasting relationships by providing superior customer service to the families we serve, caregivers we employ, and stakeholders we support.
• Create and maintain schedules in accordance with authorizations and client preferences
• Monitor for authorization and schedule changes, to mitigate overtime and manage gross margin %.
• Develop, implement and execute on various strategies to retain highly valued caregivers.
• Review and validate employee EVV and time & attendance records to ensure timely and accurate pay, as well as, accurate billing.
• Monitor and drive Electronic Visit Verification (EVV) performance to ensure adherence to payor requirements and company standards for assigned caseload.
• Participate in and manage an on-call rotation schedule, providing after-hours support for caregivers and clients.
• Address any scheduling or payroll conflicts or issues that may arise.
• Consistently monitor and analyze staffing levels, adjusting schedules based on workload and demand.
• Assess and review field staff scheduling and opportunities to maximize caregiver availability.
• Anticipate and plan for peak times or increased staffing requirements.
• Collaborate with the Recruiting Team to address staffing challenges and find solutions.
• Maintain records of staff availability, preferences, and any limitations on work hours.
• Consider individual employee preferences when creating schedules to enhance job satisfaction.
• Develop and execute on activities to rekindle relationships with inactive caregivers, encouraging their return to the workforce.
• Collaborate with various departments to drive effective communication regarding incident management, staffing issues, and client starts.
• Provide training and orientation to new staff regarding scheduling policies and procedures.
• Manage a team of coordinators including conducting performance reviews and corrective action.
• Other duties as assigned.

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.

Physical Demands :

Work Environment :

Benefits :

ABOUT CARE AND HELP HOME CARE, LLC CARE AND HELP HOME CARE, LLC ("Company") provides non-skilled services to individuals in their homes or other independent living environments. These services include (but are not limited to) assistance with self-administration of medications, personal care such as assistance with personal hygiene, dressing, and feeding, homemaking such as assistance with household tasks housekeeping, shopping, meal planning and preparation, and transportation, companionship, respite care such as assistance and support provided to the family; and other non-skilled services. We conduct criminal background checks when required on all staff. We also conduct physicals and tuberculosis screenings for all direct care workers and office staff with direct consumer contact upon hiring and on a yearly basis. The direct care workers of the Company are required to complete a minimum of forty (40) hours of experience or practical training and a competency evaluation, or a state certification program. This training includes information regarding personal hygiene, safe transfer techniques, infection control, and basic nutrition. All direct care workers of our company also receive supervised practical training before having direct contact with a consumer or verification of prior experience.

CARE AND HELP HOME CARE, LLC ("Company") does not discriminate on the basis of race, color, national origin, ancestry, religious creed, non-job related handicap or disability, sex (which includes : sex assigned at birth, sexual orientation, gender identity, gender expression, gender transition, or transgender identity), age, use of a guide or support animal because of : blindness, deafness, or physical handicap, or any other characteristic protected by law (each, a "Protected Characteristic"). Further, the Company complies with the provisions of the Federal Civil Rights Act of 1964, the Pennsylvania Human Relations Act and all other applicable laws related to discrimination and fair employment practices. Accordingly, no person shall, on the grounds of any Protected Characteristic, be excluded from participation in, be denied benefits of, or otherwise be subject to discrimination in the provision of any care service provided by our agency.

DISCLAIMERS The company, in considering your application for employment, may verify the information set forth on this application and obtain additional information related to your background. We offer reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance to accommodate a disability, you may request an accommodation at any time.