The Care Manager is responsible for developing and managing the client care plan; creating extraordinary client experiences; and communicating with client, families, care partners and referral sources. Plays an integral role interfacing with clients and families to ensure safe, appropriate, and meaningful care is provided. Serves as a mentor to caregivers and supports their care delivery. Assists in creating and building relationships with all stakeholders in the industry to establish new sales opportunities and gain market shares.
Maintains a calm, positive demeanor at all times and is able to effectively multitask in a high functioning office environment. The core competencies for a Care Manager are Verbal Communication, Likeability, Customer Focus, Decision Making/Judgment, Organization, Passion, Listening, Resourcefulness, and Conflict Management.
Essential Functions
VERBAL COMMUNICATION
Conducts client and family consultations and draws out client and family needs, routines and preferences related to their care plan.
Effectively communicates care plan with clients, families, and caregivers.
Ensures clients, families office staff and care partners have the information they need to create an extraordinary client experience.
Effectively communicates with staffing manager and and Administrative staff in caregiver concerns, scheduling, and client requests and information.
CUSTOMER FOCUS
Manages Client Satisfaction program.
Identifies and reports opportunities to improve the client experience.
Supports On-Call supervisor as needed, but on limited basis
Conducts client quality and safety assessments, and also provides follow-up as needed to family members, caregivers, and others.
Scheduling in-home consultations and coordinate with office staff in caregivers schedules.
LISTENING
Actively listens to, and communicates with, new and existing clients, family members, care partners and referral sources to ensure the highest quality of service is being provided.
Acknowledges, manages, and investigates client and/or family complaints.
DECISION MAKING/JUDGEMENT
Maintains calm and offers sound guidance during emergencies.
Completes home safety checks.
Helps families understand how changes in condition affect the care needs of their loved one.
Ensures a good client and caregiver match.
Conducts caregiver Supervisory Visits.
Participates, through direct communication with caregivers, in caregiver performance reviews, terminations, probations and job counseling in compliance with agency policies.
ORGANIZATION
Maintains complete, accurate and timely client records in ClearCare.
Routinely contacts clients regarding accounts receivable, on an as-needed basis.
Maintains compliance with applicable laws and regulations and agency policies and procedures.
Implements corrective action in response to reports or complaints from regulatory agencies.
Assists and backup the Scheduling Coordinator with scheduling, timecards, processing ad monitoring the telephony system and other office duties.
PASSION
Educates clients, families, referral sources and care partners on the importance and power of person-centered care.
Represents agency in the community and conducts in-services.
Exhibits enthusiasm, charisma, excitement and positive "can do" attitude toward creating an extraordinary client experience.
LIKEABILITY
Conducts client introductory and supplemental visits on an as-needed basis.
Mentors caregivers and positively communicates opportunities to improve the client experience.
Minimizes caregiver turnover through effective mentoring, relationship building and communication skills with assigned caregivers.
CONFLICT MANAGEMENT
Understand natural sources of conflict related to care within families and then acts to prevent or soften the conflict.
When a conflict emerges, effectively works through the conflict to its optimum outcome.
Does not suppress, ignore, or deny conflict, but seeks to serve as a mediator.
Communicates with caregivers and clients.
Conducts caregiver reviews and updates.
RESOURCEFULNESS
Seeks out and seizes opportunities, goes beyond the "call of duty," and passionately finds ways to surpass barriers to improve the client experience.
Takes proactive action to re-stimulate and improve projects related to the client experience.
Other general office and clerical functions.
Other duties assigned by Operations Manager
EDUCATION/SKILLS/ABILITIES/AVAILABILITY
High school graduate or equivalent with 1-3 years of business experience
Basic office and computer skills and organizational abilities.
Excellent interpersonal relations abilities, Excellent telephone skills.
Have a valid driver license and use of insured automobile.
Knowledge of common medical terminology.
Able to work independently, demonstrating sound judgment
Read, write, speak and understand English as needed for the Job.
Be available as required for on-call duty outside of normal office hours.
Contact Right at Home Coachella Valley at (760) 340-1919
or Direct Email to: dsalazar@rahdesert.com or mherrera@rahdesert.com
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Right at Home Franchising Corporate.