Client Care Manager Senior Home Care
Primary Function:The Client Care Manager is accountable for coordinating quality checks and communication requirements for all clients assigned. The position is responsible for ensuring the company’s goals for client satisfaction, client retention/attrition, staffing efficiency, as well as compliance with company, state, and federal regulations are being adhered to at all times. Their core responsibilities are overseeing the start-up, ongoing development, and quality review of each assigned client’s plan of care. When necessary, the position interacts with their immediate supervisor or management to resolve all client and/or employee issues associated with their client base.
Hours:Monday-Friday 8:00 am-5:00 pm, assigned 1 weekday on-call and occasional weekend on-call support
Essential Duties and Responsibilities:
· Oversees caregiver(s) assignments to client schedules based on skills, personality, and client and family preferences.
· Manages all Caregivers assigned to the CM’s clients.
· Works with Employee Care and Human Resources in providing training and development, work performance evaluations, disciplinary action, and administrative oversight for all employees assigned.
· Serves in the rotating “on-call” system for after-hours monitoring of all HCA client schedules which may require new Caregivers to be contacted and assigned after normal business hours. Manages all scheduling changes and communications during assigned on-call hours.
· Develops and regularly updates each client’s Plan of Care (POC) and ensures Caregivers are informed and compliant in the execution of all client services associated with the client’s care requirements.
· Provides thorough investigations on all escalated client complaints and incident reports.
· Communicates all changes to the POC, client progress, or any other relevant information to family members Powers of Attorney and other approved parties, and/or court-assigned Guardians overseeing the client’s case.
· Maintains historical and accurate client care notes per HCA policy for the review, filing, and dissemination of client care notes.
· Create monthly client schedules with accurate bill and pay rates.
· Conducts client quality visits per HCA policy; this includes both physical visits to client residences and phone inquiries to clients and/or their family members to ensure HCA employees are performing and providing services that meet the clients’ and the company’s expectations.
· Responds professionally to requests and inquiries from clients, their families, and third-party court assignees in a manner that maintains high satisfaction levels for all.
· Maintains confidentiality of all client information.
· Works independently in the field, compliant with management’s directive in the absence of supervision.
· Applies strong time management skills to effectively complete scheduling, quality checks, and communications in an environment with competing and changing priorities.
· Assists and participates in the coordination of client appreciation events and programs
· Establishes and maintains effective working relationships with other HCA employees, service representatives, and the general public
Qualifications:
A person who has 5+ years of s experience in managing senior care. May hold a Bachelor’s degree with one degree held in a field related to Aging Life Care/care management, i.e. counseling, gerontology, mental health, nursing, occupational therapy, physical therapy, psychology, or social work
5+ years of experience managing 10 or more field employees
5+ years of experience managing customer relationships
Experience in senior care industries preferred
Strong computer skills; able to learn HCA’s client management software
Excellent communication skills (both written and verbal); able to effectively communicate with a wide variety of people at all levels of professionalism
Excels at operating in a fast-paced team-oriented environment with minimal supervision
Valid driver’s license; able to frequently travel locally in both urban and rural communities