Care Support Specialist - Albany, GA

Position Summary

The Care Support Specialist supports both the caregiver and client lifecycle for an assigned area or service area. This role coordinates caregiver recruiting, hiring, onboarding, credentialing, orientation, scheduling, engagement, and ongoing compliance while also supporting client onboarding, reassessments, service changes, and required documentation.

The Care Support Specialist works closely with Care Relationship Managers, Nursing, Human Resources/Recruiting, Billing, TTP, and other operational partners to ensure caregivers are ready for assignment and clients are ready to begin and continue services. The role serves as a key coordination point between caregiver readiness and client service needs and is responsible for timely follow-up, accurate system updates, and clear communication throughout the process.

Key Responsibilities

Caregiver Management & Engagement

• Maintain a dedicated caseload of Caregivers and serve as their main point of contact for all employment, compliance, and performance matters.
• Conduct regular home visits to observe Caregiver performance and ensure quality of care in alignment with agency standards.
• Complete performance reviews for assigned Caregivers and provide coaching or corrective action when needed.
• Support Caregiver retention through regular communication, recognition, and problem resolution.
• Escalate significant concerns or disciplinary issues to the Care Relationship Manager and HR.

Credentialing & Compliance

• Track and manage all Caregiver credentials including TB tests, CPR/First Aid certifications, background checks, and annual training.
• Provide advance reminders for upcoming expirations and assist Caregivers in completing renewals in a timely manner.
• Serve as an in-house CPR and First Aid instructor, conducting classes and maintaining proper training documentation.
• Ensure full compliance with agency, state, and Medicaid waiver requirements for Caregiver credentialing and documentation.
• Maintain accurate Caregiver files within the electronic system of record.

Onboarding & Hiring Support

• Facilitate the onboarding process for direct care team members, including Personal Care Aides (PCAs), CNAs, and family caregivers.
• Collaborate with Talent Acquisition only when an outside Caregiver must be hired for coverage or replacement.
• Review all onboarding paperwork to ensure it meets compliance and credentialing requirements before hire.
• Coordinate with HR and Care Relationship Managers to ensure new Caregivers are trained and ready to begin service.

Field Oversight & Continuous Improvement

• Conduct home visits to ensure Caregivers are providing safe and effective care in accordance with the care plan.
• Collect feedback from clients, families, and Care Relationship Managers regarding Caregiver performance and satisfaction.
• Identify opportunities for additional training, mentorship, or support to enhance Caregiver skills and engagement.
• Participate in department meetings and initiatives aimed at improving Caregiver experience and operational efficiency.

Qualifications

• High School Diploma or GED required.
• 1+ year of experience in home care, healthcare, staffing, scheduling, or a related service environment.
• Experience handling multi-line phone systems and managing a high volume of inbound and outbound calls.
• Strong customer service, communication, organizational, and documentation skills.
• Ability to manage multiple priorities and maintain accurate records in a fast-paced environment.
• Valid driver's license and reliable transportation for required field visits.

Preferred Qualifications

• Current Certified Nursing Assistant (CNA) credential
• Must Meet all requirements to qualify as a Personal Care Aide (PCA), including successful completion of required competency and skills validation by a Nurse
• Bachelor's degree or 2+ years of experience in home health, healthcare, or staffing coordination within the last 24 months.
• Familiarity with scheduling and client management systems.
• Prior experience in a regulated or healthcare-based environment.

Measures of Success

• New caregiver hires are completed timely based on area staffing needs.
• Pending caregiver onboarding is actively managed and completed within established timelines.
• Caregiver onboarding time is maintained within established expectations.
• New client admissions are coordinated timely from initial packet through start of care.
• Client service changes are coordinated accurately and without unnecessary delays.
• Missing client documentation is identified, communicated, and followed through resolution.
• Reassessment (RA) packets are tracked proactively to minimize overdue or expired packets.