Client Care Coordinator

**Job description**

The Client Care Coordinator/RPN is responsible for providing the highest level of quality service to all clients and family members that relate to client care, including Care Consultations with potential clients and family members, client/CAREGiver introductions, and Quality Assurance visits with existing clients. They use sales skills to determine each client’s initial needs and provide solutions in the form of a tailored plan of care. They continuously evaluate the plan through a series of ongoing communications and visits to ensure high quality care, client satisfaction, and ultimately client retention. In addition, the Client Care Coordinator will work hand-in-hand with the team to ensure a positive, cohesive and supportive environment for all Key Players.

Primary Responsibilities:

- Build trust by reflecting the Brand Promise of our Ottawa Region. Travel in all areas of exclusive territory and prioritizing where support is required most. Meet with potential clients and family members providing a Care Consultation to discuss their needs and provide solutions in the form of a plan of care.

We will deliver, without exception, on every commitment we make to you and your loved ones. To us, it’s personal.
- Reflect our Guiding Principles in every encounter to allow us to exceed every expectation of our CAREGivers & clients:

- Develop relationships with referral providers in residences where our clients and potential clients reside (retirement, LTC, hospice, hospital)
- Perform all phases of consultative sales process, including preparation and documentation, with all Care Consultations and Quality Assurance visits to ensure your confidence in your recommendation of appropriate Home Instead services and additional community resources
- Maintain and nurture existing referral accounts, including follow-up, as necessary.
- Travel in all areas of exclusive territory, prioritizing where support is required most
- Adhere to all procedures, specifically Care Consultations, Monitoring & Measurement of Service - Quality Assurance, Petty Cash Management, First Visit, and Service Complaints, as mandated by our Quality Management System
- Ensure the needs of the client, family, employee, and company are consistently being met
- Meet with potential clients and family members to discuss their needs and provide solutions in the form of a plan of care
- Work with other team members to coordinate various aspects of a client’s care
- Complete Care Consultations for clients, prepare the care plan, and enter and maintain client records in our operating system
- Conduct client/CAREGiver introductions with every new client
- Develop a Quality Assurance frequency plan which will be approved by the General Manager
- Execute the Quality Assurance frequency plan to ensure each client has QA visits and calls as per the plan
- Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through Quality Assurance visits
- Demonstrate open and effective communication with the General Manager, colleagues, and CAREGivers
- Meet weekly for team meetings and client care meetings, where previous weeks’ Care Consultations and Quality Assurance visits will be discussed, and critical numbers will be reported out on
- Participate in CAREGiver retention programs and coordinate CAREGiver of the month recognition
- Work independently, maintain confidentiality of information and meet deadlines
- Demonstrate consistent logic, rationality, objectivity, and common sense in decision making while anticipating the consequences of decisions. Discern when there is a need for quick decisions or more thorough assessments
- Generate new and creative approaches to problems
- Days of work will be Monday-Friday and include one Saturday per month
- Hours of work will be 8:30am-5:00pm, plus evenings as required to complete Care Consultations
- Must have a valid driver’s license and car, KM will be paid for all travel
- Other duties as assigned by the General Manager
- Report directly to the General Manager

Pay: From $50,000.00 per year

**Benefits**:

- Company events
- Company pension
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

Licence/Certification:

- Registered Practical Nurse (required)
- Driving Licence (required)

**Location**:

- Richmond Hill, ON (preferred)

Work Location: In person