Client Service Supervisor

Overview

Position Overview

The Client Service Supervisor is responsible for scheduling caregivers to meet patient needs while minimizing the number of unstaffed shifts. This role takes the lead in reactivating engagement among caregivers who have not been actively working. Responsible for collaborating with the clinical team, operations, area, and location leadership in performance management of the field staff.

Essential Job Functions

Scheduling and Shift Management:

• Develop and maintain caregiver schedules to ensure proper coverage for all shifts.
• Careful planning and monitoring of schedules to avoid unnecessary overtime.
• Manage changes to the schedule, including shift swaps and time-off requests.
• Develop and implement strategies to retain highly valued caregivers.
• Collaborate with clinical team to ensure that caregivers are appropriately matched with patients based on the specific needs and care requirements.
• Review and validate employee work schedules and shifts to ensure accuracy in time and attendance records.
• Monitor and analyze Electronic Visit Verification (EVV) data to ensure adherence to regulatory requirements and company standards.
• Maintain strict oversight of payroll expenses to ensure alignment with budgetary constraints and overall financial objectives.
• Harmonizing scheduling and payroll seamlessly to optimize workforce management and financial operations.
• Address any scheduling conflicts or issues that may arise.
  
  

Payroll Processing

• Efficiently manage end-to-end payroll processing, ensuring accurate, and timely disbursement of compensation and incentive payments.
• Address and resolve payroll-related inquiries from employees, providing excellent customer service and ensuring a smooth resolution of discrepancies or concerns.
• Secure the timely and accurate processing of payroll for the field team.
  
  

Communication

• Serve as a point of contact for caregivers and families regarding scheduling matters.
• Communicate changes in schedules and updates to caregivers and families.
• Implement initiatives aimed at revitalizing relationships with inactive caregivers, encouraging their return to the workforce.
• Collaborate with different departments to ensure effective communication regarding staffing needs.
• Delivery of exceptional customer service to ensure the highest levels of patient satisfaction.
  
  

Staffing Analysis

• Consistently monitor and analyze staffing levels, adjusting schedules based on workload and demand.
• Assess and review field staff scheduling and opportunities to maximize caregiver availability
• Anticipate and plan for peak times or increased staffing requirements.
• Collaborate with the Recruiting Team to address staffing challenges and find solutions.
  
  

Compliance And Regulations

• Coordinate patient schedules to accommodate caregivers' active certification and licensing status, ensuring adherence to regulatory standards.
• Monitor and provide additional support with locations’ ongoing caregiver licensure and certificate compliance, ensuring timely renewals and periodic compliance checks.
• Ensure compliance with labor laws, regulations, and organizational policies related to scheduling and staffing.
• Ensure ongoing compliance with caregiver licensure and certificates, preventing expiration through timely renewals and compliance checks.
• Stay informed regarding changes in labor laws affecting scheduling practices.
  
  

Staff Availability And Preferences

• Maintain records of staff availability, preferences, and any limitations on work hours.
• Consider individual employee preferences when creating schedules to enhance job satisfaction.
  
  

Training And Orientation

• Provide training and orientation to new staff regarding scheduling policies and procedures.
• Educate caregivers on the use of scheduling tools and systems.
  
  

Data Management

• Keep accurate and up-to-date records of staff schedules, attendance, and time-off requests.
• Generate reports on staffing metrics and trends for analysis.
• Optimize staffing levels to improve financial return.
  
  

Continuous Improvement

• Identify opportunities for process improvement in scheduling and staffing coordination.
• Implement best practices to enhance efficiency and employee satisfaction.
  
  

Requirements

• High school diploma or GED
• Must be able to participate in an on-call rotation schedule, providing support for patients and families after normal business hours.
• Proficient in Microsoft Office applications
  
  

Preferences

• Bachelor’s Degree
• Six (6) months previous agency staffing experience
• One (1) year previous office work experience a plus
• Healthcare experience a plus
• Bilingual
  
  

Other Skills / Abilities

• Must always adhere to confidentiality standards and professional boundaries
• Ability to remain calm and professional in stressful situations
• Ability to multi-task
• Attention to detail
• Time Management
• Effective problem-solving and conflict resolution skills
• Excellent organization and communication skills
• Quick-thinking and astute decision-making skills
  
  

Physical Requirements

• Must be able to speak, write, read and understand English
• Occasional lifting, carrying, pushing and pulling of 25 pounds
• Prolonged sitting, walking, standing, bending, kneeling, reaching, twisting
• Ability to climb stairs
• Must have visual and hearing acuity
  
  

Environment

• Performs duties in an office environment with occasional field visits during agency operating hours
• Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions
  
  

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
  
  

Vaccine Requirement

• As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.