CNA Client Experience Specialist in Covington and Conyers

Right at Home East Atlanta Covington, GA, US

Client Experience Specialist

(Quality Assurance CNA)

Reports To: Client Care Coordinator

Department: Client Care

FLSA Status: Non-Exempt

Employment Status: Full-Time

Pay: $22.00 per hour

Position Summary

At Right at Home East & South Atlanta, we believe exceptional home care begins with exceptional client experiences.

The Client Experience Specialist serves as the field representative of our Client Care Department, ensuring every client receives compassionate, high-quality, personalized care that exceeds expectations.

This Certified Nursing Assistant (CNA) serves as the “boots on the ground” for the agency by conducting in-home Quality Assurance visits, evaluating the client experience, supporting caregivers, identifying changing client needs, and ensuring our care plans are being delivered with excellence.

Working closely with the Client Care Coordinator, this position plays a vital role in improving client satisfaction, increasing client retention, identifying opportunities for additional services, and strengthening relationships with clients, families, and caregivers.

Essential Responsibilities

Client Experience

Conduct scheduled in-home Quality Assurance visits.
Build trusting relationships with clients and families.
Ensure every client receives compassionate, respectful, person-centered care.
Verify that care is meeting or exceeding client expectations.
Identify concerns before they become complaints.
Reinforce the Right at Home culture of caring during every visit.
Gather client compliments, testimonials, and success stories when appropriate.

Quality Assurance

Complete the agency Quality Assurance Form during every home visit.
Observe caregiver performance.
Verify care plan compliance.
Evaluate the overall client experience.
Monitor home safety.
Observe changes in the client’s physical, cognitive, emotional, or environmental condition.
Document findings accurately and submit documentation promptly.
Report concerns immediately to the Client Care Coordinator.

Client Needs Assessment & Service Growth

Observe for changes in client condition that indicate increased care needs.
Identify opportunities to safely increase hours or expand services based on client needs.
Educate clients and families on additional services that may improve safety, independence, and quality of life.
Communicate recommendations to the Client Care Coordinator for follow-up.
Assist with implementing approved care plan changes.
Document all recommendations for increased services within the Quality Assurance visit report.

Caregiver Support & Coaching

Encourage caregivers through positive recognition.
Reinforce agency standards and best practices.
Coach caregivers on customer service and professionalism.
Demonstrate proper care techniques when appropriate.
Assist in supporting newly assigned caregivers.
Promote caregiver engagement and retention through positive field support.

Client Retention

Identify dissatisfaction before it results in client loss.
Strengthen relationships with clients and families.
Follow up on previously identified concerns.
Ensure concerns are resolved promptly.
Help create memorable client experiences that promote long-term retention.

Communication

Maintain timely communication with:

Client Care Coordinator
Director of Operations
Scheduler
Compliance Manager
Registered Nurse (when clinical concerns arise)
Office Team

Documentation

Complete accurate documentation for every visit, including:

Quality Assurance Form
Client observations
Caregiver observations
Home safety findings
Service recommendations
Care plan concerns
Client compliments
Follow-up action items
Opportunities for increased services

Qualifications

Required

Current Georgia Certified Nursing Assistant (CNA) Certification
Valid Georgia Driver’s License
Reliable transportation
Current automobile insurance
CPR Certification, Update TB Test
Excellent interpersonal skills
Strong customer service skills
Professional communication
Ability to work independently
Strong organizational skills
Ability to maintain confidentiality

Preferred

Home Care experience
Dementia care experience
Customer service experience
Coaching or mentoring experience
Excellent documentation skills

Physical Requirements

Frequent driving throughout the service area
Ability to lift up to 50 pounds
Ability to bend, squat, kneel, and assist clients when appropriate
Ability to navigate stairs and various home environments

Why You’ll Love Working at Right at Home East & South Atlanta

We believe that caring for our employees allows them to provide exceptional care to our clients.

We Offer

Competitive pay starting at $22.00 per hour
Mileage reimbursement for approved business travel
Flexible scheduling
Paid Time Off
Smart Choices ICHRA Health Benefit
Dental Insurance
Vision Insurance
Company-paid Life Insurance
401(k) Retirement Plan through ISOLVED/Transamerica
Ongoing education and professional development
Supportive leadership team
Career advancement opportunities
Employee recognition programs
Purpose-driven work that changes lives every day
Opportunity to build lasting relationships with clients and families
A positive, collaborative culture where your voice matters

Our Promise

At Right at Home East & South Atlanta, we are committed to helping people remain safe, independent, and comfortable in their own homes. Every visit is an opportunity to improve someone’s life, support their family, and deliver the highest standard of care.

If you are a compassionate CNA who enjoys building relationships, solving problems, coaching others, and making a meaningful difference in the lives of seniors and adults with disabilities, we would love to have you join our team.

Right at Home is an equal opportunity employer that celebrates, supports and promotes diversity and inclusion. We will consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation or gender identity, or any other legally protected basis, in accordance with applicable law.

Share this job

Related Jobs

CNA

Full-time

1 week ago

Caregiver PCA/CNA Stone Mountain Immediate Need

Home Matters Caregiving North Atlanta Stone Mountain, GA

JOB INFORMATION: Title: Caregiver Reports to: Office Administrator Pay: Starting at $17/hr, depending on experience Classification: Non-exempt ORGANIZATION: Company: Home Matters Caregiving Location: Stone Mountain, Georgia WHO WE ARE: Home Matters Caregiving is a best-in-class, in-home care agency led by a team experienced in building and growing successful businesses with a team-oriented culture. We are operating in the Atlanta area, and will expand, grow partnerships, and provide our service to seniors throughout Georgia. Senior care is a high growth industry, and Home Matters Caregiving is focused on being at the forefront of that growth by prioritizing our team members and clients. JOB SUMMARY: Available Shift is 11am to 3pm, Tuesdays, Thursdays Home Matters Caregiving is looking for caregivers with a passion for client care and relationship building. Our emphasis on caregiver growth will make this an extremely fulfilling career destination and not just another stop on your journey in senior care. Our caregivers perform the most essential task in our industry which is providing a high level of care for our clients. Home Matters Caregiving wants to be the most valuable partner to our caregivers and clients in a competitive landscape. QUALIFICATIONS: Must be at least 18 years of age Must have at least 1 year of caregiving experience with the senior population Must have sufficient communication and language skills to effectively perform duties RESPONSIBILITIES: Execute client care plans and document daily activities Assist clients with activities of daily living Provide clients with household assistance: food preparation, monitoring home safety, laundering, light housekeeping Provide clients with personal care assistance: hygienic care, mobility assistance, medication reminders, companionship REQUIREMENTS: Schedule: Consistent and flexible shifts Experience: 1 year of formal caregiving experience with the senior population WORKING ENVIRONMENT: Client homes Skilled, Independent and Assisted Living Communities JOB RELATIONSHIPS: Supervisor: Office Administrator PHYSICAL REQUIREMENTS: Able to lift 50 lbs. using safe, ergonomic movements Able to stand, walk, reach, crouch, use hands and fingers Able to talk, hear and see Physically and mentally able to drive a vehicle

CNA

Full-time

2 weeks ago

CNA, PCA & EXPERIENCED CAREGIVER

Home Matters Caregiving North Atlanta Stone Mountain, GA

We are seeking dedicated and compassionate Certified Nursing Assistant (CNA) to join our homecare team. The ideal candidate will provide high quality care to our patients, assisting them with daily activities and ensuring their comfort and safety.

CNA

Full-time

1 week ago

Certified Nursing Assistant CNA

Cambridge Post Acute Care Snellville, GA

General Purpose: Perform direct resident care duties under the supervision of licensed nursing personnel. Assist with promoting a compassionate physical and psychosocial environment for the residents. Essential Job Functions This facility expects their employees to promote an atmosphere of teamwork with other employees and hospitality and comfort for its residents. Therefore, the following list of duties is not all-inclusive: Provide personal care (i.e., grooming, bathing, dressing, oral care, etc.) of residents daily and as needed. Change bed linen and maintain appropriate grooming supplies in resident room on a regular basis. Ambulate and transfer residents, utilizing appropriate assistive devices and body mechanics. Record resident vital signs, weights and measurements, intake and output, food consumption, and other information as assigned. Routinely turn and position residents as necessary. Observe residents carefully and report changes in condition to Charge Nurse. Recognize a resident’s ability to make choices and support these within the constraints of the caregiving environment. Participate in collecting data needed for the accurate completion of the MDS and the plan of care. Provide input to the nurses for development of the plan of care. Provide adequate hydration to residents at regular intervals each day according to specific resident needs. Prepare residents for each meal and transport to dining room (unless resident on bed rest) making sure that food tray is accessible, self-help devices are available (if needed), and assistance is provided to those residents who cannot feed themselves. Keep an accurate record of food intake and output, as directed. Assist nursing staff with the basics of aseptic and sterile techniques to avoid infection of residents and self-contamination of equipment and supplies. Be alert for proper ventilation, temperature, light and noise control. Take TPR, blood pressure, weighing of residents, etc. as directed. Promptly answer call lights and other resident needs. Utilize proper body mechanics when lifting or transporting residents. Assist in the orientation and training of other staff, as requested. Attend in-service education programs in order to meet facility educational requirements. Be familiar with Standard Precautions, Exposure Control Plan, Fire Drill and Evacuation Procedures and know how to use the information. Maintain confidentiality of resident and facility records/information. Protect residents from neglect, mistreatment, and abuse. Protect the personal property of the residents of the facility. Must adhere to attendance standards per Attendance Policy. Maintain established housekeeping standards within assigned duty areas. Others as directed by the supervisor or administrator. Minimum Qualifications CERTIFIED: Current Nursing Assistant Certification from state. Maintain CPR Certification High School Graduate or GED OR NON-CERTIFIED: Does NOT apply to all facilities Currently attending a CNA class working toward certification. (May not work non-certified for more than four (4) months.) Organized and detailed in work performance. Good communication skills with excellent self-discipline and patience. Genuine caring for and interest in elderly and disabled people in a nursing facility. Comply with the Resident’ Rights and Facility Policies and Procedures. Perform work tasks within the physical demand requirements as outlined below. Perform Essential Duties as outlined above. Working Conditions Subject to frustrations in meeting work demands due to frequent interruptions. Fast paced, required to make decisions quickly Involved with residents, personnel, visitors, government agencies/personnel, etc., under all conditions and circumstances. May work beyond normal duty hours, on weekends, and in other positions temporarily, when necessary. Subject to call-back during emergency conditions (e.g., severe weather, evacuation, post-disaster, etc.). Subject to exposure to infectious waste, diseases, conditions, etc., including TB and the AIDS and Hepatitis B viruses. May be subject to the handling of and exposure to hazardous chemicals Physical and Sensory Requirements Assist in the evacuation of residents during emergency situations Function independently, and have flexibility, personal integrity, and the ability to work effectively with residents, personnel, and support agencies. Meet general health requirements set forth by the policies of this facility, which may include a medical and physical examination. Sitting 10-25%; Alertnates frequently to walking. Walking 60-85%; Alternates frequently to standing and occasionally to sitting. Standing 10-30%; Alternating frequently to walking and occasionally to sitting. Lifting: WeightFrequencyObjects 1-10 lbsConstantlyResident personal items, linens, medical supplies, etc.11-20 lbsConstantlyResident personal items, linens, medical supplies, etc.21-35 lbsFrequentlyAssistance to residents in ambulation, equipment.36-50 lbsOccationallyTransfer of resident, ambulation of residents, and equipment.51-75 lbsNoneTransferring of residents75+ lbsNoneEmergency situations Carrying: WeightFrequencyObjects 1-10 lbsConstantlyResident personal items, linens, medical supplies, etc.11-20 lbsFrequentlyResident personal items, linens, medical supplies, etc.21-35 lbsOccasionallyResident personal items, linens, medical supplies, etc. Bending: Constant Squatting: Constant Kneeling: Constant Climbing: Occationally Reaching: Constant Grasping: Constant Fine Manipulation: Continuously Driving: Rarely Pushing: Frequently Pulling: Frequently Exposure Determination Information: This job does not normally involve contact with blood and/or body fluids but while performing the tasks associated with this job, it may be necessary for you to perform a task that involves exposure to blood or body fluids. EMPLOYMENT AT WILL: It is the express policy and intent of this facility that the employment relationship is one created and governed by the continuing will of both parties. I understand and agree that my employment is for no definite period and may, regardless of the date of payment of my wages and salary, be terminated at any time without prior notice and without cause by either party, unless provided otherwise by a written agreement signed by the President of this company. NONDISCRIMINATORY STATEMENT: This facility does not discriminate on the basis of race, color, religion, sex, national origin, citizenship status, pregnancy, age, disability, veteran status, or any other status protected under federal, state, or local law. JOB DESCRIPTION REVIEW: I understand this job description and its requirements; and that I am expected to complete all duties as assigned. I understand the job functions may be altered from time to time. Management reserves the right to modify this job description at any time.

Care Associate/ CNA - Memory Care (MC) (Part Time)

Senior Lifestyle Snellville, GA

Company Description Do you have HEART? We are looking for individuals who can embrace our mission to purposely brighten and enrich the lives of those we serve with HEART; Hospitality, Excellence, Appreciation, Respect & Teamwork. In this role you will be responsible for providing assistance to residents in the Memory Care Program with their activities of daily living, enabling them to lead a quality life while maintaining their dignity. Job Description Provide kind, caring, and consistent companionship and support to residents. Provide assistance, encouragement, and restorative interventions, as needed, for Memory Care residents to be as independent as possible in their activities of daily living including but not limited to: bathing, dressing, grooming, toileting, feeding, and mobility. Participate in and lead one on one and group activities. Serve residents during mealtime, assist with memory care laundry, and basic housekeeping within the memory care neighborhood. Ensure that resident/family/employee concerns receive timely response and follow up, thus striving to provide a high level of customer satisfaction. Maintain a positive and professional demeanor toward all residents, visitors and co-workers. Qualifications Experience working with seniors with dementia including participation in activities is preferred. Acceptable proficiency in English to perform job duties, communicate with supervisor and other employees, and respond and communicate to emergency situations. You may need to have a CNA or CHHA license depending on the state. You have basic computer skills. Proficiency with Outlook, Excel and Word is required. You are compassionate, kind, engaging and helpful. You possess the ability to make independent decisions when circumstances warrant such action. You have the ability to solve practical problems and deal with variables in situations where only limited standardization exists. You can maintain a positive and friendly demeanor toward the residents and your co-workers. Additional Information Senior Lifestyle offers a comprehensive benefits plan to eligible team members including health, dental, vision, retirement benefits, short-term disability, long-term disability, and paid time off. All Senior Lifestyle positions are eligible to use DailyPay, an application that allows you to access your earned but unpaid wages before your next payday. Senior Lifestyle requires that all employees provide proof of COVID-19 vaccination unless exempt due to medical, religious, or personal beliefs. Government requirements or exclusions may apply. Starting wage is $18 per hour.

CNA

Part-time

2 weeks ago

Care Associate/CNA - Assisted Living (AL)

Senior Lifestyle Snellville, GA

Company Description Do you have HEART? We are looking for individuals who can embrace our mission to purposely brighten and enrich the lives of those we serve with HEART; Hospitality, Excellence, Appreciation, Respect & Teamwork. In this role you will be responsible for providing assistance to residents in the Assisted Living Program with their activities of daily living, enabling them to lead a quality life while maintaining their dignity. Job Description Provide assistance as needed with medication reminders, bathing, grooming, dressing, escort service, and other activities of daily living. Follow the schedule of resident’s needs set out by supervisor. Provide emotional and social support to residents. Document daily log of assistance. Inform supervisor of any resident issues or concerns. Respect and encourage the independence and dignity of the residents. Respect residents’ confidentiality. Qualifications You have at least one year of experience working in senior care. Acceptable proficiency in English to perform job duties, communicate with supervisor and other employees, and respond and communicate to emergency situations. You may need to have a CNA or CHHA license depending on the state. You have basic computer skills. You are compassionate, professional, kind, engaging, empathetic and helpful. You have the ability to work as a part of a team and handle multiple tasks safely and efficiently. You possess the ability to make independent decisions when circumstances warrant such action. You have the ability to solve practical problems and deal with variables in high stress situations. You can maintain a positive and friendly demeanor toward the residents and your co-workers. Additional Information Senior Lifestyle offers a comprehensive benefits plan to eligible team members including health, dental, vision, retirement benefits, short-term disability, long-term disability, and paid time off. All Senior Lifestyle positions are eligible to use DailyPay, an application that allows you to access your earned but unpaid wages before your next payday. Senior Lifestyle requires that all employees provide proof of COVID-19 vaccination unless exempt due to medical, religious, or personal beliefs. Government requirements or exclusions may apply.