Client Care Coordinator - Incident Investigation Specialist

Description

The Incident Investigation Specialist supports Care Coordination by conducting quality-assurance investigations into client-care concerns within a home healthcare setting. This position investigates serious reportable incidents, recordable incidents, and complaints; identifies root causes; and recommends corrective and preventive actions that strengthen service quality and compliance.

Key Responsibilities

• Conduct timely, thorough investigations of client-care incidents, complaints, and other quality concerns.
• Review client records and supporting documentation for accuracy, completeness, and compliance.
• Identify root causes, contributing factors, recurring trends, and opportunities for improvement.
• Prepare clear investigation reports and present findings to supervisors and the Serious Incident Review Committee.
• Recommend preventive measures, corrective actions, and staff disciplinary or performance-improvement plans when appropriate.
• Track incidents and complaints through resolution and monitor the implementation and effectiveness of corrective actions.
• Collaborate with interdisciplinary teams to develop comprehensive recommendations.
• Conduct client home visits as needed and communicate professionally with clients, families, employees, and providers.
• Support process-improvement initiatives and provide guidance or mentoring to junior investigators.
• Maintain confidentiality and protect sensitive client, employee, and agency information.

Requirements

Required

• Bachelor’s degree in Business Administration, Criminal Justice, or a related field.
• Strong investigative, critical-thinking, problem-solving, and analytical skills.
• Ability to identify root causes and develop practical corrective and preventive actions.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Word and Excel.
• Ability to manage multiple priorities and produce accurate work in a fast-paced environment.
• Professional judgment and the ability to maintain strict confidentiality.

Preferred

• Experience conducting investigations, quality assurance, compliance reviews, or incident management.
• Experience in home healthcare, human services, or another regulated care environment.
• Experience analyzing trends, presenting findings, and mentoring other investigators.

The ideal candidate is a detail-oriented and objective investigator who communicates clearly, exercises sound judgment, and takes initiative to improve client safety, service quality, and organizational practices.

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