Client Care Coordinator - In-Home Care Supervisor

ABOUT THE ROLE

Comfort Keepers of Rochester Hills is a locally owned home care agency serving families in Rochester, Rochester Hills, Troy, Clawson, Auburn Hills, and surrounding communities. We take care seriously — and we’re looking for someone who shares in our passion for maximizing quality of life!

The Client Care Specialist is at the center of everything that makes our care exceptional. You’ll manage relationships with clients and families, develop and coach our caregiver team, and make sure every person we serve feels genuinely supported — from the day they sign their agreement through years of ongoing care.

You’ll balance time in the office and out in the field. Your days will be spent in clients’ homes, out in the field alongside caregivers, and directly involved in hiring the people who represent our company. You'll also spend time in the office doing training, updating care plans, having phone conversations, reviewing care notes, and documenting your activities in our care management system. If you have deep caregiving expertise and want to use it to lead, teach, and make a broader impact, this role was built for you.

WHAT YOU’LL DO

Client Onboarding & Ongoing Care Management

• Conduct in-home onboarding visits for new clients — gather care preferences, develop individualized care plans, facilitate caregiver introductions, and follow up closely through the first 90 days
• Serve as the primary point of contact for clients and families: adjust care plans, resolve concerns, and check in proactively before problems arise
• Identify at-risk clients and initiate retention conversations; maintain detailed, timely records in our care management system

Caregiver Training, Coaching & Supervision

• Deliver new caregiver orientation and hands-on skills training; accompany new caregivers on early client shifts to provide real-time guidance
• Conduct regular in-home supervisory check-ins — observe care delivery, provide coaching on technique and professionalism, and document findings
• Identify skill gaps and performance concerns through client feedback and direct observation; lead corrective coaching conversations and escalate to the GM when needed
• Build and maintain training materials, condition-specific care guides, and field-ready reference resources for the caregiver team
• Recognize great performance and contribute to a culture where caregivers feel supported, developed, and valued

Caregiver Hiring & Onboarding Support

• Participate in caregiver candidate interviews in partnership with the HR Specialist — assess interpersonal fit, care philosophy, and hands-on competency against active client needs
• Help shape interview questions, evaluate candidates’ backgrounds against current caseload requirements, and support newly hired caregivers from offer through first placement
• Participate in weekly orientation event, presenting and training our newest staff members, welcoming them to our team

On-Call Rotation

• Participate in the after-hours on-call rotation shared among the care team — evenings and weekends on a scheduled, rotating basis. Approximately 5-7 days per month.
• We have remote scheduling team members that will be the first layer of support, tending to most issues between 6am-10pm, seven days per week.
• When on call, you'll be responsible for working with the remote team to respond to urgent after-hours situations: caregiver call-outs, last-minute schedule gaps, client or family emergencies, and safety concerns that can't wait until morning
• Arrange emergency coverage by contacting available caregivers, coordinating with the on-call scheduler, and keeping the client and family informed throughout. In extremely rare cases, you may need to fill in at the client's home to cover a gap in care.
• Use sound judgment to triage situations — resolving what you can independently, and escalating to the GM when a situation warrants it
• Document all after-hours contacts and resolutions in the care management system before the start of the next business day

WHAT WE’RE LOOKING FOR

This role requires someone with equal measures supervisory skill, customer service excellence and genuine caregiving expertise.

• Deep, hands-on personal care experience across the full range of ADLs: bathing, grooming, dressing, transfers, continence care, ambulation, and meal preparation. CNA certification is not required, but you should have the knowledge, skill level, and standards of a trained CNA — and be able to credibly demonstrate and teach every skill you’d ask a caregiver to perform
• Working knowledge of common home care conditions: dementia and Alzheimer’s disease, Parkinson’s, stroke recovery, diabetes, fall risk, and end-of-life/hospice-level care
• Management experience directly supervising others, giving feedback, and motivating your team
• 1+ years experience training others
• 2+ years in home care, care coordination, case management, or a related healthcare role
• A track record of managing multiple client relationships with strong attention to detail and consistent follow-through
• Warm, empathetic communication style — especially with families navigating a difficult chapter
• Valid driver’s license and a reliable personal vehicle; regular in-home visits are a core part of this role and vehicle stipend is provided

Preferred (not required):

• Active LPN, CNA, PCT, HHA, or equivalent credential — or prior equivalent training even if certification not currently maintained
• Experience with WellSky, Viv or similar home care software
• Background in caregiver training, mentorship, or supervision

WHAT WE OFFER

• Competitive salary
• Full range of benefits, including medical, dental, vision, life insurance, 401K with company match, and more.
• Weekly pay
• Paid time off & floating holidays
• Vehicle stipend for use of your personal vehicle for transportation, or company car, at the company's discretion.
• Rotating on-call schedule shared equitably across the care team — you won't be on-call every night, and the rotation is planned in advance so you can manage your schedule
• A stable, locally owned company with a strong reputation in the community and a passionate team that supports each other
• A role where your caregiving expertise and customer service excellence are genuinely respected — and where you’ll have real impact on the people we serve and the caregivers we develop.

Comfort Keepers is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and clients.