Home Visit Liaison- CNA

BASIC PURPOSE:

The Home Visit Liaison is responsible for a variety of duties relating to the safety and satisfaction of our caregivers and clients. They will perform introductory visits to new clients alongside caregivers and perform quality assurance visits with existing clients ensuring the delivery of safe and quality customer service. The Home Visit Liaison will assist with training and coaching of the caregivers while working closely with the Branch Manager in continuously evaluating the clients plan through a series of ongoing communications and visits ensuring high quality care, client satisfaction and retention.

ESSENTIAL FUNCTIONS:

• Provide ongoing support to field staff and caregivers by addressing questions, resolving issues, and ensuring they have necessary resources.
• Act as a liaison between caregivers, clients, families, and internal departments to ensure alignment and issue resolution.
• Meet with potential clients and their families to assess needs and develop personalized service plans.
• Conduct client/caregiver introductions for every new client and caregiver assignment.
• Work with clients and families to resolve issues and ensure they receive timely and appropriate services.
• Evaluate and perform specific home health duties for clients when needed.
• Conduct regular quality assurance home visits and phone calls according to a set schedule (e.g., monthly or quarterly).
• Maintain ongoing communication and consistent follow-up with current clients to ensure satisfaction.
• Recognize and pursue opportunities to adjust service plans based on clients' changing needs.
• Create and maintain accurate documentation for client records and quality assurance meetings.
• Maintain and update internal databases, systems, and client portals with accurate caregiver and client information.
• Generate, prepare, and distribute reports for internal teams and client review.
• Ensure client-specific requirements, policies, and procedures are documented and communicated effectively.
• Collaborate with team members to coordinate and deliver homecare services.
• Provide backup coverage for colleagues to ensure uninterrupted support for clients and caregivers.
• Demonstrate clear and effective communication with clients, families, caregivers, and internal staff.
• Attend and actively participate in internal meetings, including compliance and operations reviews.
• Support leadership in maintaining compliance with home care program operations.
• Report compliance issues or concerns to leadership in a timely manner.
• Stay current with changes in homecare regulations and operational guidelines.
• Other duties as assigned.

QUALIFICATIONS:

• Five (5) years' experience in home care, health care, or a senior care-related industry is required.
• One (1) year experience as a Certified Nursing Assistant (CNA) in a homecare or healthcare setting.
• Must possess a valid Driver's License.
• Active CNA License required.
• Bilingual preferred
• Strong knowledge of industry processes and regulations
• Must have strong verbal, written, and interpersonal skills.
• Strong team communication, training, and support.
• Must be proficient in Microsoft Office Suite, i.e., Outlook, Excel, Word, PowerPoint, and the Internet.
• Must have the ability to operate office equipment
• Must display patience, good teaching skills, and active listening skills.
• Organized, detail-oriented, and had excellent follow-through.

Required Knowledge, Skills & Abilities:

• Must have an understanding of and uphold the policies and procedures.
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must be able to work independently, maintain confidentiality of information, and meet deadlines
• Must demonstrate practical interpersonal skills as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity, and fair-mindedness consistent with office standards, practices, policies, and procedures.
• Must have the ability to organize and prioritize workload
• Must maintain good working relationships with both internal and external contacts
• Must present a professional appearance and demeanor
• Must be patient and congenial on the telephone
• Must be able to work as a part of a team or independently
• Must be able to communicate by phone concisely and clearly.

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.
• Valid non-restricted CNA License required.

Company equipment(laptop, monitor, keyboard, mouse headset) will be provided directly to you for use during employment.

Benefits

Cross Country offers a competitive compensation, benefits, and wellness program, including Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Disability Insurance, Voluntary Insurance, 401(k) plan, Tuition Assistance, and Pet Insurance. The company offers a variety of Wellness options through Burnalong, which offers a robust online platform of classes and programs as well as local gym access.

Cross Country is an Equal Opportunity Employer (EOE) - Veteran/Disability


#IND123