The posting
Spanish Fluency Required BASIC PURPOSE: The Home Visit Liaison (CNA) is a field-based position responsible for conducting in-home participant visits and client/caregiver introductions to support service quality, participant satisfaction, and continuity of services. This role serves as a liaison between participants, families, caregivers, and internal teams, helping to identify and address service-related concerns, promote positive participant experiences, and support participant retention through ongoing engagement and relationship management. ESSENTIAL FUNCTIONS:
Conduct in-home participant visits and client/caregiver introductions to support successful service initiation, continuity of services, and participant satisfaction. Perform routine quality assurance visits in participant homes to evaluate service quality, participant experience, caregiver compatibility, and overall satisfaction. Serve as a field-based liaison between participants, families, caregivers, referral sources, and internal teams. Build and maintain positive relationships with participants and families through ongoing engagement, follow-up visits, and proactive problem resolution. Observe and document participant wellbeing, home environment concerns, service-related issues, and changes that may impact service delivery, and communicate observations through established channels. Address participant, family, and caregiver concerns related to service delivery, scheduling, communication, caregiver matching, and overall satisfaction. Conduct follow-up home visits and service reviews to ensure participant needs are being addressed and quality standards are maintained. Assist participants and families with service-related questions and facilitate communication with appropriate internal resources. Support participant retention efforts through timely issue identification, service recovery, and ongoing relationship management. Collaborate with participants, families, caregivers, referral sources, and operational teams to support positive service outcomes and continuity of services. Investigate and document participant complaints, incidents, service concerns, and quality issues and assist with resolution efforts. Maintain accurate, timely, and complete documentation of participant visits, interactions, concerns, and follow-up actions. Monitor trends related to participant satisfaction and service quality and communicate findings to leadership. Participate in quality assurance, compliance, customer experience, and performance improvement initiatives. Remain current on company policies, applicable regulations, and industry best practices related to home care services. Attend meetings, training programs, and professional development activities as required. Perform other duties as assigned.
QUALIFICATIONS:
Minimum of five (5) years of experience in home care, healthcare, or a senior care–related industry required. Minimum of one (1) year of experience as a Certified Nursing Assistant (CNA) in a home care or healthcare setting required. All licenses/certifications must be in good standing in the state of practice. Must possess a valid Driver’s License and maintain eligibility for lawful driving as required by job duties. Bilingual skills preferred Demonstrated knowledge of applicable healthcare regulations, industry standards, and best practices. Effective verbal, written, and interpersonal communication skills required. Ability to communicate, train, and collaborate effectively in a team-based environment. Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, PowerPoint, and internet-based applications, required. Ability to operate standard office equipment with or without reasonable accommodation. Demonstrated patience, teaching ability, and active listening skills.
Ability to remain organized, detail-oriented, and demonstrate consistent follow-through.
Required Knowledge, Skills & Abilities: • Ability to understand, follow, and uphold organizational policies and procedures.• Ability to communicate clearly and professionally in oral and written formats.• Ability to work independently, manage time effectively, maintain confidentiality, and meet established deadlines.• Demonstrated interpersonal skills, sound judgment, and decision-making abilities appropriate to the role.• Ability to exercise discretion, integrity, and professionalism consistent with organizational standards and regulatory requirements.• Ability to organize and prioritize workload to meet operational needs.• Ability to establish and maintain effective working relationships with internal and external stakeholders.• Ability to present a professional appearance and demeanor consistent with workplace standards.• Ability to communicate effectively by telephone in a clear and courteous manner.• Ability to work independently or as part of a team, as required by business needs.• Licensed Practical/Vocational Nurse (LPN/LVN) candidates: Working knowledge of clinical documentation, care coordination, and applicable state nursing regulations within the licensed practical nursing scope of practice. Education:
High School or equivalent required; Bachelor’s degree in healthcare field preferred or any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
WORK CONDITIONS:
This position is primarily field-based and requires spending the majority of working time conducting visits in participant homes throughout the assigned service area. Travel between participant homes and company locations is required on a daily basis. Travel up to 80%. Must be able to maintain flexibility in work schedule, including extended hours, nights, and weekends as needed. Fast paced working environment; must be able to manage competing demands and change priorities with a positive attitude. Employees must possess comfort in learning, training, and engaging with others virtually through Microsoft Teams and Zoom.
