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Supervisor, Client Services

Requisition ID:


Business Unit:

Hartford HealthCare Independence at Home


Newington, CT

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Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details:

Work where every moment matters.
Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here.  We invite you to become part of Connecticut’s most comprehensive healthcare network as a Visiting Registered Nurse. 


Hartford HealthCare Independence at Home, the largest provider of homecare services in Connecticut, has been fulfilling our mission for more than 115 years.  Our Person-Centered Care Model allows our employees to learn and grow within our organization, all while providing integrated support to the patient.  As part of Hartford HealthCare, we leverage cutting edge technology to provide quality care in our client’s home.  Most importantly, our employees are appreciated for the real differences they make in both the lives of their clients and their clients’ families.  



Triages all Client/Family Calls. Provides management to caregivers including homemakers, PCA hourly and live in staff. Ensures quality of care by providing unannounced spots checks, in-home supervisions, and coaching and mentoring to caregivers to ensure care plan is being followed. Serve as primary care coordinator for family, which includes in-home meetings to complete opens, develop care plans, and take deposits, along with all required documentation.

Case Management

  • Opens cases at HHC Senior Services Communities and statewide Emergency Opens
  • In home visits to set HHC facilities and new clients up with Independence at Home service. Explain policies and make recommendations for appropriate services. Develop care plans in collaboration with families and clients and take deposits. Complete intake paperwork and documentation in AlayaCare in a timely manner. 
  • Supervisor back up to opens, especially VIP/Critical need for open

                 Serves as back up for Intake

Customer and Caregiver Relations

  • Manage client care throughout their services
  • Ensures constant client satisfaction by soliciting feedback and improving the client experience.
  • Responds to all client, family and caregiver concerns that are not able to be directed to assigned supervisor
    • Acts as a liaison between Supervisors, Schedulers and In-take, addresses incoming client concerns and complaints

                       Triage and Escalate emergent issues that are unable to be resolved

Supervision of Caregivers

  • Provide management of all direct report caregivers including homemakers, PCA hourly, and live in staff
  • Assist with orientation process, coaching and mentoring throughout employment
  • Complete annual performance evaluations for all direct reports, and develop future performance expectations
  • Follow through on system requirements as delegated by Manager of Client Services
  • Completes caregiver corrective action as needed, as well as the timely processing of paperwork related to this item.
  • Follow up home visits as needed for supervision of staff and care plan updates. Visits may lead to individual coaching and/or training of employees.
  • Participate in weekly orientation as an introduction to their direct reports.

           Developing, planning, and leading caregiver in-services as needed.


Minimum Requirements


Preferred Requirements


High School Diploma required


Associates or Bachelor’s degree



Homecare and or private duty experience required




Leadership experience in a private duty organization

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