Branch Support Specialist

The Branch Support Specialist (BSS) is a member of the operations team under the supervision of the Regional Vice President of Operations. The BSS is responsible for assisting Care Coordinators within their assigned region with scheduling caregivers with clients and ensuring an outstanding client experience. The BSS works directly with our clients and their families to coordinate care services. This position promotes and supports the Company’s core values of Compassion, a positive Attitude, Respect and Excellence.

Job Responsibilities

Cover early morning calls/Nexa messages
Assist assigned branches in daily operations; can be reassigned as needed
Placement of caregivers with clients based on needs and preferences
Manage client relations within assigned branches
Maintain cases and update schedule in system with all changes and additions
Place confirmation calls to appropriate responsible parties regarding schedule
Proactively reach out to clients to build relationship and identify ways to create optimal experience for clients
Assist recruiters with maintaining caregiver credentials and expiration dates and ensuring proper and current credentials are on file for all field personnel assigned
Collaborate with Care Support staff by providing daily communication reports and transfer of phone coverage
Maintain caregiver/client online record information and notify Payroll as appropriate
Review and update billing rates and pay rates; confirm mileage reimbursements
Maintain and audit client files per regional requirements
Ensure each client has a signed Service Agreement
Document caregiver and client incidents and complaints and follow up with the operations management and/or supervisory nurse as appropriate
Check and follow up on caregiver telephony
Review and respond to weekly reports
Maintain an up-to-date caregiver availability list daily
Follow up with caregivers who have not worked with the Company within the last month
Document and follow up on caregiver tardiness, call-offs, and other issues as appropriate in system; Notify operations leader for guidance on escalated issues
Support office operations and collaboration by responding to call volume, colleague absences and project implementations
Other duties as assigned

Requirements

College degree preferred

Minimum of one year experience in the employment placement field preferably in the health care industry; or two years administrative experience may substitute for employment placement experience

Excellent client/customer service skills

Previous computer experience, proficient with MS Office products

Proficient in problem solving, organization, and multitasking

Comfortable working collaboratively in cross-functional teams

Ability to communicate effectively, both verbally and in writing, with all levels of the organization

Benefits

💰 Competitive Base Pay: Among the highest in the homecare industry.

❤️ Make a Difference: Help ensure clients receive the best care possible.

🚀 Growth Opportunities: Room to advance and learn as we grow.

🤝 Supportive Team: We value collaboration, compassion, and a good laugh.

💻 Remote Flexibility: Work from anywhere with your own reliable device and stable internet connection.

Ready to Be a Hero?

If you’re excited about the opportunity to join our team, where you’ll be appreciated, have a sense of purpose and inclusion and are willing to help us create a brighter, more compassionate care experience, we can’t wait to hear from you! Apply now and let’s make a difference together.

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Helper Heroes is a Philippines-based virtual assistant staffing agency that supports U.S. home care businesses with reliable, trained remote talent. We help clients hire for key roles like recruiting, scheduling, billing, admin, and care coordination—so agency owners can focus on growth and client care.