Clinical Support Specialist

Support Specialist

The Support Specialist plays a vital role in supporting the management and operational success of the Adult Day Health (ADH) and PACE programs. This position involves coordinating quality and compliance activities, facilitating training and onboarding processes, and providing essential administrative support to leadership. The Support Specialist ensures program effectiveness through data collection, audits, participant satisfaction surveys, and policy coordination, while fostering communication and collaboration within the leadership team and across departments. A strong emphasis on regulatory compliance, staff development, and participant-focused service delivery is essential to this role.

Principal Duties and Responsibilities

The following represents most of the duties performed by the position but is not meant to be all-inclusive or prevent other duties from being assigned when necessary:

PACE Quality and Compliance

• Support Compliance and Quality Improvement Program (QIP) through data collection, reporting, and chart audits.
• Assist in preparing and organizing documentation for PACE audits and compliance reviews.
• Assisting with tracking and managing participant appeals in coordination with third-party reviewers.
• Conduct and compile results from PACE Participant Satisfaction Surveys.
• Coordinate the review, approval, and attestation of policies and procedures, including staff education and training.
• Collaborate closely with Quality and Compliance staff to ensure regulatory and program standards are met.

ADH

• Conduct regular chart audits to ensure accuracy, completeness, and compliance with ADH program standards and regulatory requirements.

Training

• Serve as the administrator of the Learning Management System (LMS), overseeing training content, access, and audit compliance.
• Develop, implement, and maintain departmental training programs in alignment with organizational and regulatory requirements.
• Organize, monitor, and track the completion of required staff training—including annual training—across departments to ensure compliance with organizational and regulatory standards.
• Provide onboarding training support for new hires, ensuring a smooth and comprehensive orientation process.

Onboarding

• Coordinate and facilitate orientation for contractors for PACE, ensuring a consistent and thorough introduction to organizational policies, procedures, and program expectations.

Administrative Support

• Provide executive-level administrative support to the Senior Director of LIFE PACE and the PACE Manager.
• Compile data and generate monthly graphs for board meetings on behalf of the Senior Director of LIFE PACE and the Chief Operating Officer.
• Schedule and coordinate departmental leadership team meetings, including agenda preparation and follow-up.
• Collaborate with the Marketing department to plan and produce the ADH newsletter and support other promotional initiatives.
• Serve on the agency's Safety Committee, contributing to the development and upkeep of safety protocols and disaster preparedness plans.

Additional responsibilities

• Demonstrates a thorough understanding of HIPAA/HITECH laws and the related policies and procedures within the agency. Attends and successfully completes mandatory HIPAA/HITECH training at least annually.
• Attends and participates in staff meetings, in-services, assigned projects and committees as assigned.
• Provide on-going support to all PACE/ADH staff as needed.
• Adhere to and promote compliance with all facility policies, practices, and procedures.
• Accept and perform assigned duties cooperatively and professionally, including any additional tasks as directed by the supervisor.
• Participates in special projects and performs additional duties as required or assigned.

Requirements

CERTIFICATION, LICENSES, REGISTRATIONS:

• N/A

EDUCATION AND EXPERIENCE:

• Minimum of an Associate's degree in Healthcare Administration, Public Health, Business Administration, or a related field; Bachelor's degree preferred.
• At least 2 years of experience in project coordination, program support, or healthcare program management, preferably within aging services, long-term care, or community health settings.
• Experience working with regulatory compliance, quality assurance, or data management is a strong asset.
• Familiarity with Adult Day Health, PACE programs, or related healthcare services is highly desirable.

KNOWLEDGE, SKILLS, and ABILITIES:

• Excellent interpersonal skills, with the ability to communicate clearly and effectively in both written and verbal forms.
• Strong judgment, discretion, and the ability to maintain confidentiality.
• Self-motivated and able to work independently while demonstrating initiative, problem solving ability and accountability.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.
• Customer service oriented, with a commitment to supporting staff and participants with professionalism and empathy.
• Collaborative team player who works well in multidisciplinary environments.
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook; comfortable using technology and learning new software applications.