Client Ambassador

**Job description**

Client Care Ambassador

Purpose:
At Nurse Next Door, our mission is simple: Making Lives Better through Happier Aging. We help seniors stay in their homes for as long as they choose, enabling them to continue doing what they love most. Our real talent lies in caring and connecting to the hearts of seniors.

As a Client Care Ambassador, you are at the heart of our mission. Your role is to ensure an exceptional client and caregiver experience, driving growth and excellence in care delivery.
- ____________________

Key Responsibilities

1. Client Care Delivery
- A valid driver's license and a Retired RN/RPN/Registered Care Aide or Nursing Certification are required.
- Attend first visits with caregivers to ensure care plans are executed per the Service Agreement and set expectations.
- Conduct supervisory visits to assess caregiver fit and quality of care, aiming for client satisfaction and a Net Promoter Score (NPS) of 9 or higher.
- Review and update individualized care plans as needed.
- Monitor risk issues, analyze trends, and adapt care as necessary.
- Implement clinical solutions and evaluate client outcomes based on set goals.

2. Leadership
- Delegate care tasks and provide training/support (e.g., using a ceiling lift or changing a catheter bag).
- Drive results by setting clear goals, coaching caregivers, and meeting training needs.
- Conduct performance evaluations and enhance caregiver job satisfaction to achieve an Employee NPS of 9 or 10.

3. Scheduling collaboration
- Deliver exceptional client service by meeting scheduling goals and handling urgent inquiries.
- Work with the Care Services Center to communicate changes in client requirements and caregiver assignments.
- Ensure client coverage during urgent care needs, cancellations, or limited availability; assist with client visits and scheduling as needed.

4. Administration
- Maintain accurate and up-to-date documentation, including care plans, employee files, and client records (pay and billing information).
- Review and update client and staff records quarterly to ensure 100% accuracy.
- Follow up on care-related concerns and update care plans as needed.
- ____________________

Availability
- Flexibility is required.
- Part-time and full-time positions are available.
- On-call availability for evenings and weekends.
- ____________________

Business Relationships
- Reports to the Care Designer.
- Works in close collaboration with the Care Services Center.
- ____________________

Key Metrics
- Consult Conversion
- Driving Revenue
- Net Promoter Score (NPS): Client and Employee Score of 10
- ____________________

**Qualifications**:
Education Requirements
- A nursing background is required.
- CPR and First Aid Certification.
- Valid driver's license.

Experience Requirements
- Strong computer skills, proficient in G-Suite (Gmail, Drive, Docs, Calendar).
- Exceptional written and verbal communication skills.
- Strong organizational, planning, time management, and multitasking abilities.
- Customer service and leadership experience are considered an asset.

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

**Job Type**: Permanent

Pay: $18.89-$25.57 per hour

**Benefits**:

- Flexible schedule
- On-site parking

Schedule:

- Monday to Friday
- On call
- Weekends as needed

**Education**:

- Bachelor's Degree (preferred)

Licence/Certification:

- Drivers Class licence (preferred)

Work Location: In person

Application deadline: 2025-02-15

Expected start date: 2025-02-15

**Job Type**: Permanent

Pay: $18.87-$25.60 per hour

Expected hours: 32 per week

**Benefits**:

- Flexible schedule
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday
- Weekends as needed

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Nursing: 2 years (required)
- Driving: 2 years (required)

Work Location: In person

Application deadline: 2025-02-15
Expected start date: 2025-02-15