Client Care Manager

COMPANY SUMMARY

If you have a passion for directly helping people and tangibly impacting their lives, Senior Home Companions “SHC” could be a wonderful place for you. SHC serves older adults in Indiana and Florida with our unique blend of personalized assistance. From providing friendship and companionship to hands-on personal care, SHC connects clients with a full spectrum of support that allows seniors to remain in the home of their choice with purpose and dignity. SHC is a private, local company.

JOB SUMMARY

A Care Manager with Senior Home Companions is a dynamic individual who loves helping people, has a big heart and demonstrates outstanding follow up. He/she creates deep connections with clients, and their families, by tailoring homecare solutions and coordinating resources to support clients’ full & meaningful lives. Our mission of creating active & engaged lives through exceptional care is kicked off by an engaged Care Manager. He/she is responsible for having his/her pulse on the Caregiver onboarding experience, which includes the full recruitment and onboarding cycle for Caregivers, training and retention. Participates in and works towards making SHC the best place to work. He/she will also connect clients with caregivers in a way that fosters relationships and exceeds client’s expectations. He/she is responsible for ensuring that the SHC team understands client’s needs for ongoing care and that caregivers are coordinated appropriately. The position requires an ability to be flexible and have strong organizational and prioritization skills. He/she communicates and documents important information regarding caregiver and client feedback to the team. This dynamic role offers the opportunity to directly encourage clients and caregivers while fostering their well-being on a daily basis.

CARE MANAGEMENT RESPONSIBILITIES

· Complete client assessments and educates client(s) and families about the services that SHC offers

· Be an advocate for clients by offering resources that align with the client’s needs

· Develop care plans for clients to establish goals for care based on individual preferences

· Facilitate in-person introductions between caregivers and the client and/or family involved in the care emphasizing that the approach to the client’s care will be collaborative

· Collect input from all professionals involved with client’s care in order to develop a comprehensive approach to the care being provided

· Collaborate with key partner agencies to ensure successful start of care

· Visit and speak to all individuals involved (i.e. doctors, family, etc.) in care on an ongoing basis

· Share calendars and provide updates to individuals as directed by clients

· Complete follow-up and quarterly survey visits with assigned clients

· Identify safety and risk issues present in client’s environment to assist clients

· Own problem resolution by taking a proactive approach to potential issues

· Collaborate with Client Coordinators to ensure care is exceeding expectation

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in a related field preferred
• Minimum two to four years recruitment/relevant work experience preferred
• Excellent communication skills – articulate, good listener, professional, empathetic, persuasive
• Skilled at quickly developing relationships and loyalty with a client-service oriented approach
• 3 - 5 years of experience in client retention and customer service management
• BSW, BSN, LPN or RN degree and experience preferred but not required
• Strong critical thinking and analytical skills to make assessments
• Able to adapt to continually-evolving business expectations, challenges, and goals
• Innovative, results-oriented individual with excellent organizational skills
• Knowledge of the home care industry, senior housing and resources for seniors preferred
• Passion for coming alongside older adults and supporting their journeys

KNOWLEDGE, SKILLS & ABILITIES

• Excellent verbal and written communication with strong interpersonal skills
• Ability to communicate effectively with individuals at all levels
• Ability to conduct structured phone, electronic or in-person competency-based interviews
• Familiarity with ATS software platforms
• Must have a high level of integrity and appropriately handle confidential information
• Exhibit supportiveness in the organization’s mission, goals and service philosophy
• Must have a passion for the elderly, patience and a positive attitude
• Solution-focused outlook
• Ability to identify and implement key opportunities for improvement
• Detail and process oriented
• Computer skills: Microsoft office, comfort in learning ATS and client care management software systems
• Excellent judgment and oversight skills
• Ability to work independently
• Superior customer service and problem-solving skill are required
• Ability to perform under tight deadlines and manage high call volume