Bilingual Customer Service Representative

4 months ago

Scranton, United States Help at Home Full time

Title:  Bilingual Care Supervisor 

Function or Dept.: Operations

Category:   Branch Administration

Location: 

Reports to:  Care Manager

FLSA Classification:  Non-Exempt


Help at Home is the nation’s leading provider of high quality care and support solutions. Our goal is to enable the highest level of personal independence and meaningful lives for our clients. Help at Home is committed to delivering a gold standard in care through our attentive and well-trained staff who support making it possible to keep people comfortably and safely within their homes and communities.


Job Summary:

The Care Supervisor develops and monitors appropriate care plans to ensure clients receive quality care while serving as the primary liaison between clients, homecare aides, managers, referral sources, and others directly involved in the client’s care, fluent in Spanish and English.


Duties/Responsibilities:

  • Maintains the assigned clients’ files, employee files and all related paperwork.
  • Consistently maintains the confidentiality of patient/client and agency information, following HIPAA guidelines relative to handling patient records.
  • Provides direct training.
  • Assigns homecare aides based on the client’s overall needs and Plan of Care.
  • Monitors the performance of assigned homecare aides who provide and support patients with personal care to ensure quality service. 
  • Proactively communicates schedules and changes with clients, home care aides, referral sources, team leads, managers and the branch manager.
  • Prepares and submits routine departmental reports as required.
  • Records and maintains accurate documentation of the client’s condition and overall service.
  • Conducts and keeps record of client satisfaction surveys, client in-home visits, employee evaluations and employee in-service trainings.
  • Appropriately handles client complaints and problems; documents and reports any significant issues for further attention or resolution as required. This is a mandatory reporter position of critical incidents.
  • Provides education and coaching on changes to a client’s Plan of Care.
  • Maintains positive working relationships with clients, homecare aides, referral sources, team leads, managers and branch managers.
  • Ensures compliance with local, state and federal laws as well as with Company policies and procedures.
  • Performs other related duties as assigned. 


Required Skills/Abilities: 

  • Excellent organizational skills; ability to multitask and manage multiple responsibilities.
  • Able to supervise staff and provide necessary feedback to improve overall services. Identifies and progresses toward meeting personal and professional goals.
  • Strong problem-solving skills, communication skills, fluent in Spanish and English.
  • Demonstrate compassion, responsibility, and cheerful attitude. Ability to deal with conflict in a professional manner. 


Education and Experience:

  • At least 18 years of age.
  • High school graduate or equivalent preferred
  • At least one (1) year experience in health care, preferably in home health; two (2) years supervisory experience.
  • Basic computer literacy and typing skills.
  • Medicaid, Waiver and Home Healthcare experience preferred.


Physical Requirements: 

  • Must be able to lift up to 15 pounds at times.
  • Ability to travel to client homes when needed
  • The ability to frequently sit, stand, walk, bend or squat.
  • The ability to occasionally crawl, climb or reach above shoulder level.
  • The ability to occasionally lift up to and over 50 lbs.


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.


Help At Home is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

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