Client Care Specialist

Companions & Homemakers HCA #2052; Norwich (CT); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

401k

Medical, Vision & Dental Insurance

PTO, Sick Time, Floating Holidays

Job summary

Companions & Homemakers HCA #2052 is seeking a Client Care Specialist to serve as the primary contact for private pay clients and caregivers within the Norwich region. The role focuses on building strong client relationships, ensuring timely staffing, and balancing compassionate service with operational efficiency.

The position features a hybrid work schedule, coordinating referrals, matching caregivers to care plans, and documenting interactions in the EMR system while escalating issues to

Qualifications

• Strong communication and interpersonal skills across diverse personalities.
• Experience in home care or healthcare scheduling preferred.
• Ability to maintain confidentiality and handle sensitive information.
• Proficient with EMR systems, email, and spreadsheet tools.

Responsibilities

• Prioritize open client schedules and complete work in a timely and accurate manner.
• Coordinate new client referrals and ensure prompt staffing with leadership.
• Match caregivers based on care plans and review details with caregivers before start.
• Manage caregiver schedules to minimize overtime and stay within budget.
• Serve as the first point of contact for client and caregiver inquiries and resolve issues promptly.

Skills

Care coordination

Communication skills

Customer service

EMR proficiency

Bilingual Spanish

Education

High school diploma or equivalent

Associate or bachelor’s degree preferred

Tools

EMR platforms

Email communication

Spreadsheet management

Job description

Job Summary

The Client Care Specialist serves as the primary point of contact for private pay clients and caregivers within an assigned region. This role is responsible for building and maintaining strong client relationships, ensuring that care needs are consistently met, and managing the timely and effective scheduling of caregivers. The position requires a balance of compassionate client service, operational efficiency, and proactive communication with both clients and caregivers.

Key Responsibilities

• Prioritize open client schedules and complete assigned work in a timely and accurate manner.
• Coordinate new client referrals and ensure prompt staffing in collaboration with operational leadership.
• Match caregivers appropriately based on each client’s care plan, reviewing plan details with the assigned caregiver prior to the start of service.
• Manage caregiver schedules to promote consistency, minimize overtime and incentives, and ensure service delivery remains within budget.
• Serve as the first point of contact for client and caregiver inquiries, resolving scheduling or care-related issues promptly.
• Escalate serious or unresolved complaints to leadership as appropriate.
• Advocate for caregivers by assisting with concerns such as payroll, client compatibility, or other workplace issues.
• Maintain frequent communication with clients and/or family members to provide updates on care and address any changes or concerns.
• Conduct client quality assurance calls at least every 60 days.
• Accurately and promptly document all client and caregiver interactions, schedule changes, and updates in the EMR system.
• Monitor and maintain EVV activity to prevent service disruptions and ensure accurate caregiver pay.
• Ensure caregivers receive appropriate coaching and progressive disciplinary action for non-clinical performance issues under supervisor guidance.
• Communicate staffing and recruiting needs to operational leadership and the recruiting team.
• Participate in caregiver recruitment, hiring, and orientation as needed.
• Support and participate in the supervision of Field Support Staff Supervisors.
• Assist with client consultations, home visits, and caregiver introductions when appropriate.
• Other Duties
• Provide hands-on assistance to clients in emergent situations when necessary.
• Handle all phone and in-person interactions with professionalism, courtesy, and efficiency.
• Demonstrate sound judgement, proactive problem-solving, strong organizational skills, and a commitment to the company’s mission and values.
• Perform other duties as assigned based on business needs.

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.

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 1 year of experience in the home care or healthcare industry preferred.
• Minimum of 1 year of experience managing client scheduling preferred.
• Strong verbal and written communication skills with the ability to interact effectively across a wide range of personalities in a diverse environment.
• Proficiency in computer systems, including EMR platforms, email communication, and spreadsheet management and analysis.
• Demonstrated coaching, leadership, and interpersonal skills, with the ability to build trust, motivate field staff, and foster a collaborative team environment.
• Proven ability to maintain confidentiality and handle sensitive information with professionalism and discretion.
• Comfortable working in a fast‑paced, technology‑driven environment with frequent shifting priorities.
• Experience mediating conflicts and recommending appropriate interventions to resolve employee or client‑related concerns.
• Skilled in investigating and resolving employee or client relations issues, including documentation review, analysis, and solution development.
• Strong organizational and time management skills with the ability to manage multiple priorities and meet deadlines; flexibility to work outside of standard business hours as needed.
• Bilingual proficiency in Spanish is a plus.

Work Environment and Physical Demands:

• Hybrid schedule: on‑site presence required four (4) days per week; remote work permitted one (1) day per week, subject to business needs.
• This position primarily operates in an office setting, requiring regular use of standard office equipment such as computers, phones, photocopiers, and filing systems.
• The role routinely involves periods of sitting, standing, and walking short distances.
• Manual dexterity and hand‑eye coordination are required for typing and computer work.
• Verbal communication, visual acuity, and hearing sufficient to perform job duties are required, with or without reasonable accommodation.

Benefits:

• 401k
• Medical, Vision & Dental Insurance
• PTO, Sick Time, Floating Holidays

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