Home Care QA Specialist – Service Monitoring
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Job Description
Remote QA Specialist monitoring and documenting in-home care services for Addus HomeCare clients in Chicago. Coordinating aides, scheduling teams, and compliance activities to ensure service quality and continuity.
Responsibilities:
- 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
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