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Position Summary

***REMOTE***

Schedule: Sunday-Thursday 12p-8:30p CST

The Service Monitoring (Bilingual) Quality Assurance Specialist (QAS) is responsible for coordinating, monitoring, and ensuring the quality of in-home services in accordance with client agreements, company policies, and Department on Aging requirements. This role ensures that services for new and current clients are scheduled, started, and maintained appropriately with Home Care Aides.

The QAS establishes strong partnerships with clients, Home Care Aides, family caregivers, and internal teams, with a focus on creating high-quality matches, extraordinary service experiences, and regulatory compliance. This position requires excellent communication, strong organizational skills, responsiveness, and comfort working in fast-paced, metrics-driven environments.

Essential Duties & Responsibilities

• Monitor in-home services to ensure clients receive the highest level of care possible
• Conduct required service monitoring calls, including monthly and quarterly quality assurance calls
• Complete required Quality Control (QC) calls per 8-hour shift, meeting productivity and quality standards
• Perform real-time documentation, including accurate case notes and data entry within internal systems
• Archive calls and maintain proper documentation in accordance with company and regulatory standards
• Conduct quarterly conferences and follow up on all QA-related action items
• Track and manage current Home Care Aides through data management systems
• Partner with Service/Scheduling Coordinators to resolve scheduling issues and support service continuity
• Respond promptly and professionally to emails, phone calls, and multi-line phone inquiries
• Report unreachable clients/caregivers through required daily reporting processes
• Maintain strict confidentiality due to access to sensitive client and employee information
• Meet all key performance metrics related to quality, productivity, hiring/retention support, and service compliance
• Attend branch and team meetings as required
• Maintain compliance with all company policies, Department on Aging regulations, Medicare, Medicaid, and HIPAA requirements
• Ensure regular, predictable attendance and flexibility to meet departmental needs
• Perform other duties as assigned

Position Requirements & Competencies

• 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

Addus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

ence, compensation and training.