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. #VFI123