Client Wellness and Satisfaction Supervisor

American IV; Niles (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

American IV is seeking a Client Wellness and Satisfaction Supervisor to lead home visits, assess client needs, and supervise caregiver performance. You will introduce clients to the agency, explain care plans, and ensure accurate documentation of interactions and visits.

You will schedule and perform supervisory visits, maintain daily visit quotas, and coordinate with the coordinator. Strong communication and organizational skills are essential for success in this role.

Qualifications

• Strong attention to detail and documentation.
• Excellent written and verbal communication skills.
• Superb organizational skills.
• Outstanding interpersonal skills.
• A willingness to learn.
• Valid driver’s license, current auto insurance, and a clean driving record.
• Must be comfortable being out of the office 85–90% of the day.

Responsibilities

• Calls new clients to set up home visits.
• Opens cases with clients, ensuring proper documentation and information.
• Assess clients’ situation and environment.
• Review and assess the quality of care performed by caregivers.
• Conduct follow-up visits as needed or requested.
• Prepare new client folders for home visits.
• Document all visits and communications on Axis Care.
• Conduct client surveys every 3–4 months for home visits.
• Distribute supplies to caregivers/clients as needed.
• Perform other duties as assigned.
• Deliver supplies/documents to branches as scheduled.

Skills

Attention to detail

Documentation

Written communication

Verbal communication

Organizational skills

Interpersonal skills

Driver’s license

Willingness to learn

Education

High school diploma or equivalent

Caregiver training certificate (24hrs online)

Customer service (Home Care)

Job description

Client Wellness and Satisfaction Supervisor

Job Summary

Responsible for making home visits to new and existing clients, greeting and introducing the client to the agency along with detailing their custom scope of service, performing supervisory visits and assessments, providing detailed reports of all client correspondence. These are broken down into the underlisted categories.

Start of Care Visit (SOC)

• The Client Wellness Supervisor (SWS) is responsible for conducting the Start of Care (SOC) visit for clients, which involves initiating the serve by evaluating the client's homemaking service needs, assessing the environment, and gathering essential information to provide customized and appropriate care. This visit plays a crucial role in establishing the foundation for the client's ongoing care and services.
• Introduce yourself to the client and state the purpose of your visit.
• Explain in detail the Start of Care document.
• Confirm client's understanding of the SOC document.
• Obtain the client's signature of date.

Client Folder Review

• Review the information entered in the binders (digital and especially physical) created for new clients to ensure accuracy.

Supervisory Quarterly Visits

• Ensure that quarterly supervisory visits are conducted for ALL assigned caregivers.
• Contact the homemaker and the client before any visit, except for FHCA who's visits are unannounced.
• Properly complete and upload visit forms on the caregiver/client's profile after each visit, as needed.
• CWS are scheduled for visit every day, Monday to Friday.
• Scheduled visits must commence at or before 10 am.
• Maintain a minimum of 7 visits per day or 28 visits per week.
• Send weekly schedules and completed visits reports to the coordinator.
• Update client and caregiver notes on Axis Care and write reports where necessary.

Spot-Checks and Follow-Up Visits

• Conduct spot checks on clients and perform follow-up visists for clients as required and requested.
• Ensure spot-check forms are accurately filled out and documented.
• Write findings in a report format and send to the requesting branch office with relevant team members in copy.

Tablets and Communication

• CWS's are provided with designated tablets and telephones.
• Use the tablet to complete three forms: Supervisory Visit Form. FHCA/PW Form, and Caregiver/Homemaker Form.
• Upload fully completed and signed documents, saving first before uploading, as necessary.

Axis Care

• Create a daily schedule of clients to be visited and replicate it on the calendar.
• Update notes and write memos, as necessary, on clients/homemaker' profile.

Reporting

• Submit regular reports on visits especially on important findings.
• Document deviations from standard practice by homemakers with supporting evidence, which may lead to deactivation.
• Participate in in daily/weekly/monthly meetings to review the activities of the previous month and strategize for process improvement.

Vehicle Maintenance

• CWS will work with the Office Operations Team in maintaining their designed work vehicles.
• Ensure the vehicle tracker is firmly on at all times.
• Communicate vehicle issues or needed repairs to the Office Operations Team

Responsibilities

• Calls new clients to set up home visits.
• Opens cases with clients, including confirming proper documentation and information is obtained.
• Assess clients’ situation and environment.
• Reviews and assesses the quality of care performed by the caregivers.
• Conducts follow-up visits as needed or requested.
• Preparing new client folders for home visits.
• Documents all visits and communication with clients and caregivers on Axis Care.
• Conducts client surveys every 3-4 months for home visits.
• Distributes necessary supplies to caregivers/clients as needed.
• Perform other job-related duties as assigned.
• Deliver supplies/documents to various branches when required as permitted by the visit schedule.
• Attend to any other assigned duties as deemed necessary.

Required Skills/Abilities

• Strong attention to detail and documentation.
• Excellent written and verbal communication skills.
• Superb organizational skills.
• Outstanding interpersonal skills
• A willingness to learn.
• Valid driver’s license, current auto insurance, and a clean driving record.
• Must be comfortable being out of the office 85% to 90% of your day.

Education and Experience

• High school diploma or equivalent.
• 24hrs Online Caregiver list training certificate.
• Customer Service (Home Care)

Physical Requirements

• Ability to sit long period while driving

Monday - Friday 9AM - 5PM