Client Care Ambassador

2 weeks ago

Scarborough, Canada Education & Employment Full time

Client Care Ambassador Job Description

Purpose:
At Nurse Next Door, our mission is to Make Lives Better through Happier Aging. We empower seniors to remain in their homes, doing what they love most. We are more than a home care company fulfilling tasks—we're a people-first organization, connecting with hearts and striving to make a meaningful difference in every interaction.

As a Client Care Ambassador, you ensure exceptional Client and caregiver experiences, drive business growth, and uphold our Happier Aging philosophy.
- ____________________

**Responsibilities**:
Client Care Delivery:

- Hold a valid driver's license and Registered Care Aide or Nursing Certification.
- Attend first visits with caregivers to ensure client needs and care plans align with the Service Agreement and set and model expectations.
- Conduct supervisory visits to assess Caregiver fit and care quality, ensuring Net Promoter Scores (NPS) of 9 or higher.
- Review and update individualized care plans to adapt to changing client needs.
- Monitor risk trends and implement clinical solutions to achieve client goals.
- Evaluate client outcomes based on the care provided.
- ____________________

Leadership:

- Delegate care and provide training/support as needed (e.g., using ceiling lifts or changing catheter bags).
- Lead the Caregiving team by setting clear goals, offering on-the-spot coaching, and meeting training needs.
- Conduct First and Supervisory Visits to evaluate Caregiver performance and job satisfaction, driving an employee NPS of 9 or higher.
- ____________________

Scheduling Collaboration:

- Deliver exceptional client service by meeting scheduling goals and responding promptly to urgent inquiries.
- Work closely with the Care Services Center team to manage changes in client needs or Caregiver assignments.
- Ensure Client coverage is secured during urgent situations, Caregiver cancellations, or limited availability; assist with scheduling and client visits as needed.
- ____________________

Administration:

- Maintain accurate documentation, including care plans, employee files (skills and qualifications), and client records (pay and billing).
- Conduct quarterly Client and staff records reviews to ensure 100% accuracy and completeness.
- Address care-related concerns by following up on documentation and updating care plans.
- ____________________

Availability:

- Flexibility to accommodate varying schedules is essential.
- Available for part-time or full-time roles.
- On-call availability during evenings and weekends.
- ____________________

Business Relationships:

- Reports to the Care Designer.
- Collaborates closely with the Care Services Center.
- ____________________

Key Metrics:

- Achieve Consult Conversion goals.
- Drive revenue growth.
- Maintain NPS scores of 10 for both clients and employees.
- ____________________

Qualifications:
Education Requirements:

- A nursing background is required.
- CPR and First Aid Certification.
- Valid Driver's license.

Experience Requirements:

- Demonstrate exceptional written and verbal communication skills to interact with clients, caregivers, and team members effectively.
- Exhibit excellent organizational, time management, and multitasking abilities and ensure tasks are completed efficiently and accurately.
- Prior experience in customer service and leadership is considered an asset.
- Proficiency in with AlayaCare software is highly desirable for effectively managing client and caregiver records.

Compliance:

- Clear Background or Criminal Record Check with Vulnerable Sector Search (renewed every 5 years).
- Negative TB test (updated every 5 years).
- ____________________

Join Us:
Be part of a growing company that is transforming home care delivery. As a Client Care Ambassador, you will directly impact lives by ensuring seniors can continue doing what they love most, with the care and support they deserve.

**Job Types**: Full-time, Part-time, Permanent

Pay: From $20.00 per hour

Expected hours: 24 - 36 per week

**Benefits**:

- Flexible schedule
- On-site parking

Schedule:

- Monday to Friday
- On call
- Weekends as needed

**Education**:

- Bachelor's Degree (required)

Work Location: In person

Application deadline: 2024-12-06
Expected start date: 2024-12-15

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