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Care Manager
2 months ago
Job Summary:
The Care Manager - Client Experience Specialist is a key member of our healthcare team, responsible for ensuring quality of care delivery and managing day-to-day client relationships. This role requires a strong nursing background, excellent communication skills, and the ability to lead a team of frontline staff.
Key Responsibilities:
- Conduct in-person and virtual intakes, assess clients' physical, emotional, and environmental needs, and develop personalized care plans.
- Review care progress, adjust plans as needed, and ensure timely and accurate documentation practices.
- Liaise with internal and external stakeholders to coordinate service delivery, assess progress, and monitor client experience.
- Manage and supervise a team of frontline staff, including PSWs, RPNs, and other care professionals.
- Develop and promote high-quality, innovative customer service, ensuring a positive client experience.
- Act as an advisor to clients and their families, providing them with the necessary information to participate fully in their care.
- Deliver on our brand promise by leading the client experience, ensuring our frontline staff are equipped to provide exceptional care.
- Interview and select frontline staff to meet ongoing staff requirements, facilitate orientation, and ensure compliance with systems.
- Accountable for staff performance expectations, management, and availability, ensuring compliance with all systems.
- Support business objectives and KPIs, including accurate documentation and reporting on key indicators and outcomes.
- Support a continuous learning environment and staff learning opportunities, conducting supervisory visits to evaluate frontline staff performance and job satisfaction.
- Monitor and report on risk issues, adapting care as needed, and ensuring compliance with SE Health, national, state/provincial legislative requirements, and practice standards.
Requirements:
- RN or RPN licensed with College of Nurses Ontario and in good standing.
- At least 3 years of nursing experience, preferably in home and/or community settings.
- Previous client relationship management experience and team management skills are preferred.
- Current First Aid/CPR certificate, excellent interpersonal and verbal/written communication skills, and high level of computer proficiency are required.
- Flexibility in covering evenings and weekends on-call, recent Vulnerable sector check, and clear Immunization record are also required.