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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