Client Care Manager

6 months ago

Richmond Hill, Canada Nurse Next Door - Richmond Hill, ON Full time

**About Us**: Nurse Next Door is dedicated to Making Lives Better through Happier Aging. We are committed to helping seniors remain in their homes for as long as they desire by providing compassionate care and forming genuine connections. Our mission is to empower seniors to continue pursuing their passions and living fulfilling lives. At Nurse Next Door, we are more than just a home care company; we are a team that genuinely cares and strives to make a meaningful impact in everything we do. Join us in our journey to transform home care through our Happier Aging philosophy.

**Position Summary**: As a Care Manager at Nurse Next Door, you will play a pivotal role in ensuring the well-being of our clients and the success of our caregiving team. Your responsibilities will encompass various aspects of client care, caregiver management, and operational excellence. By collaborating with the community and fostering relationships, you will help drive growth and maintain our commitment to exceptional customer service.

**Key Responsibilities**:

- **Consult Conversion**:

- Conduct Caring Consults, assessing clients' physical, emotional, and environmental needs.
- Achieve a conversion goal of 90% during consultations.
- Build and nurture relationships with community leaders and professional organizations for referrals.
- Promote and maintain high-quality, innovative customer service.
- Act as an advisor in Caring Consults to ensure clients and their contacts have all necessary information.
- **Client Care Delivery and Experience**:

- Attend all First Visits with Caregivers to ensure care plans are executed as per the Service Agreement.
- Conduct supervisory visits to ensure caregiver fit and quality of care. Delivering a premium client experience impacting Net Promoter Scores of 9 or higher
- Develop individualized care plans and update them as needed.
- Educate clients on self-care and evaluate their response to care provided.
- Monitor risk issues, analyze trends, and adapt care plans accordingly.
- **People Leadership**:

- Lead and motivate the caregiving team to achieve goals.
- Set clear expectations, assign tasks, provide coaching, and offer continuous education.
- Ensure caregivers provide a premium client experience.
- Manage staff performance and compliance with all systems.
- Oversee education programs, including Discovery Day and monthly in-service training.
- Conduct First and Supervisory visits to evaluate caregiver performance and job satisfaction impacting the employee experience resulting in a Net Promoter Scores of 9 or higher
- **Scheduling Collaboration**:

- Collaborate with the Care Services Center (CSC) team to deliver exceptional client service.
- Communicate changes in client requirements and caregiver assignments.
- Ensure client coverage is secured, especially during urgent care situations.
- Manage caregiver performance to maintain low Attendance Monitoring Investigations (AMS) percentages.
- Ensure data integrity and completion in the scheduling software.
- **Administration**:

- Maintain accurate documentation, including care plans, employee files, and client files.
- Review and update client and staff records quarterly for accuracy and completeness.
- Ensure compliance with national, state/provincial legislative requirements.
- Conduct record audits quarterly.
- Approve all visits and premiums for each payroll and billing cycle.
- **Availability**:

- Maintain open availability and flexibility.
- Be on-call during evenings and weekends.

**Business Relationships**:

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

**Qualifications**:
**Education Requirements**:

- Master’s degree in nursing (RPN), Health Care related is preferred with a minimum of 2 years experience.
- 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.
- Demonstrated experience in setting and achieving goals.
- Background in customer service and leadership is considered an asset.
- 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.

**COVID-19 Considerations**:

- Full PPE kit issued upon hire.
- Proof of COVID-19 vaccination is mandatory.
- Daily screening for clients and caregivers.

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