Client Care Manager

About Us : Our purpose is Making Lives Better through Happier Aging. We help seniors stay in their homes for as long as they choose, and our real talent is caring and connecting to seniors’ hearts. We have a mission to help seniors continue doing what they love most. We are not just another homecare company fulfilling daily tasks, we are a company that admires people and seeks to make a difference in everything we do. By working at Nurse Next Door you will be part of a growing company that is helping seniors do what they love again.

Position Summary: As a member of the Nurse Next Door team you understand how to hustle with heart - this is essential! You enjoy working collaboratively but with a high degree of autonomy and thrive by seeing results. You are a self led leader who takes responsibility for your own actions. You show care by engaging in intentional, compassionate conversations to help others achieve their fullest potential. You are inspired by the idea of being involved with an organization that is changing the way we deliver home care through our Happier Aging philosophy.

As a Care Manager you are responsible for the day to day operations related to driving business results through client experience and caregiver management. You will drive growth through the following Main Duties and Responsibilities:

Consult Conversion:

• Conducts Caring Consults, assesses Clients with respect to physical, emotional and environmental needs and advises on Client care; achieves conversion goal of 90%
• Drives business interest by engaging in relationships with community leaders and professional organizations to establish long term relationships that will translate into word of mouth and professional referrals
• Develops, promotes and ensures high quality, innovative customer service
• Acts as advisor in Caring Consult to ensure that Client and Client contacts have all information required
  
  
  

Client Care Delivery and Experience:

• Attends all First Visits with Caregivers to ensure client needs and care plans are executed as per the Service Agreement; sets and role models expectations
• Conducts supervisory visits to ensure Caregiver fit and quality of care; delivering a premium client experience impacting Net Promoter Scores of 9 or higher
• Develops appropriate and individualized care plans and updates as required
• Educates clients on self-care and evaluates client response to care provided
• Monitors risk issues and analyzes trends, adapts care as needed
• Coordinates care, implementing clinical solutions, and evaluates client outcomes based on client goals
  
  
  

People Leadership:

• Drives results through leading your caregiving team by setting clear goals, assigning tasks, coaching in the moment and providing continuing education
• Delivers on our Brand Promise by leading the client experience, ensuring our Caregivers are doing whatever it takes to bring peace of mind to our clients and their families
• Accountable for staff performance, ensuring Caregiver availability meets business needs and that there is compliance to all systems
• Manages the education function to support a continuous learning environment and staff utilization of learning opportunities. This includes Discovery Day and monthly in-service programs
• Conducts First and Supervisory visits to evaluate Caregiver performance and job satisfaction, impacting the employee experience resulting in a Net Promoter Score of 9 or higher
  
  
  

Scheduling Collaboration:

• Hands off accurate and timely client & employee files to the Care Services (CSC) team to deliver exceptional client service by achieving scheduling goals and responding to urgent inquiries
• Liaises with the CSC team to communicate changes in client requirements, Caregiver assignments
• Responsible for ensuring client coverage is secured, particularly due to urgent care, caregiver cancellations and limited availability; assists with scheduling as needed
• Responsible to ensure AMS (Attendance Monitoring Investigations- ALAYACARE) percentages remain below 5% for total staff; manages performance of Caregiver
• Responsible for data integrity and completion (Caregiver & Client files) in the scheduling software
  
  
  

Administration:

• Maintains excellent documentation practices, specifically, complete and accurate care plans, employee files (skills & qualifications), client files, including pay and billing information
• Reviews and updates client and staff records quarterly to ensure 100% accuracy and completeness
• Directs the maintenance of client & personnel records to meet employee, organization and statutory requirements and entitlements
• Conducts record audits on a quarterly basis to ensure accuracy and up to date information
• Ensures compliance with national, state/provincial legislative requirements in areas such as health, employment, occupational health & safety
• Responsible for approving all visits and premiums in preparation for each payroll and billing cycle.
  
  
  

Availability:

• Flexibility is required
• Full time
• Rotating Weekend On-call Schedule
  
  
  

Business Relationships:

• Reports to the Franchise Partner
• Leads the Caregiving team
• Works closely in partnership with Care Services Center
  
  
  

Key Metrics:

• Consult Conversion
• Driving Revenue
• NPS; Client and Employee Score of 10
  
  
  

Qualifications:

Education Requirements:

• Nursing background would be considered an asset.
• CPR and First Aid Certification.
• A car and valid driver's license are mandatory.
  
  
  

Experience Requirements:

• Strong computer skills, proficiency in G-Suite (Gmail, Drive, Docs, Calendar).
• Exceptional written and verbal communication skills.
• Excellent organizational, planning, time management, and multitasking abilities.
• Palliative Experience is an asset.
• Background in customer service and leadership is considered an asset.
• Demonstrated experience in setting and achieving goals.
• Background or Criminal Record Check with a Vulnerable Sector Search (within the last year).
• Negative TB test (updated every 5 years for continued employment, done within the last 2 years).
• 2 professional references.
  
  
  

Job Type: Full-time

Flexible language requirement:

• French not required
  
  
  

Schedule:

• Monday to Friday
• On call
• Weekends as needed
  
  
  

Learn more here: https://www.nursenextdoor.com/jobs