What are the responsibilities and job description for the Customer Support Specialist position at Royal Home Care?
Purpose: Quality Management. The Customer Support Specialist (CSS) will observe and report
findings to the Home Care Coordinator/ Regional Coordinator. The CSS position supports building
relationships between the customer, direct care worker, and agency.
Responsibility Description
Communication * Record and Report client concerns
* Record and Report Direct Care Worker Concerns
* Call client as requested
Assistant Home Care Coordinator or Regional Manager
Field Visits *Perform Field visits and complete the report
*Document visitation findings as directed
*Report changes
*Dress in appropriate office attire and wear
employee identifications
* Deliver consumer binder as directed
* Represent Royal Home Care with
professionalism
* Ability to demonstrate excellent customer service & strong cultural competency
Emergency Planning
Coordination
*Communicate with
Consumer/Caregiver/Administrative staff
*Call consumers in the event of bad weather/
emergencies
-checking to ensure emergency plans are in
place
Assistant Home Care
Coordinator or
Regional Manager
Meetings *Attend staff meetings.
*Complete In-Services in accordance with the state
regulation
Assistant Home Care
Coordinator or
Regional Manager
Documentation *Document conversations, date & time in
Hometrak/ HHA Exchange as directed
Assistant Home Care
Coordinator or
Regional Manager
Confidentiality *Adhere to strict confidentiality guidelines
*Understand & effectively communicate HIPPA
compliance, corporate compliance & client
confidentiality
Assistant Home Care
Coordinator or
Regional Manager
Organizational Skills *Ability to multitask Assistant Home Care
Coordinator or
Regional Manager
Additional Assignments *Able to take and follow through with delegated
tasks & accountability
*Resourcefulness in problem solving
*Ensure and/or remain in compliance with all
regulatory agencies.
findings to the Home Care Coordinator/ Regional Coordinator. The CSS position supports building
relationships between the customer, direct care worker, and agency.
Responsibility Description
Communication * Record and Report client concerns
* Record and Report Direct Care Worker Concerns
* Call client as requested
Assistant Home Care Coordinator or Regional Manager
Field Visits *Perform Field visits and complete the report
*Document visitation findings as directed
*Report changes
*Dress in appropriate office attire and wear
employee identifications
* Deliver consumer binder as directed
* Represent Royal Home Care with
professionalism
* Ability to demonstrate excellent customer service & strong cultural competency
Emergency Planning
Coordination
*Communicate with
Consumer/Caregiver/Administrative staff
*Call consumers in the event of bad weather/
emergencies
-checking to ensure emergency plans are in
place
Assistant Home Care
Coordinator or
Regional Manager
Meetings *Attend staff meetings.
*Complete In-Services in accordance with the state
regulation
Assistant Home Care
Coordinator or
Regional Manager
Documentation *Document conversations, date & time in
Hometrak/ HHA Exchange as directed
Assistant Home Care
Coordinator or
Regional Manager
Confidentiality *Adhere to strict confidentiality guidelines
*Understand & effectively communicate HIPPA
compliance, corporate compliance & client
confidentiality
Assistant Home Care
Coordinator or
Regional Manager
Organizational Skills *Ability to multitask Assistant Home Care
Coordinator or
Regional Manager
Additional Assignments *Able to take and follow through with delegated
tasks & accountability
*Resourcefulness in problem solving
*Ensure and/or remain in compliance with all
regulatory agencies.
