Care Ambassador

Client Care Ambassador
Job Description

Our purpose is Making Lives Better through Happier Aging. We help seniors stay in their homes for as long as they choose, and our real talent is caring and connecting to seniors’ hearts. We have a mission to help seniors continue doing what they love most. We are not just another homecare company fulfilling daily tasks, we are a company that admires people and seeks to make a difference in everything we do. By working at Nurse Next Door you will be part of a growing company that is helping seniors do what they love again.

As a member of the Nurse Next Door team you understand how to hustle with heart - this is essential! You enjoy working collaboratively but with a high degree of autonomy and thrive by seeing results. You are a self led leader who takes responsibility for your own actions. You show care by engaging in intentional, compassionate conversations to help others achieve their fullest potential. You are inspired by the idea of being involved with an organization that is changing the way we deliver home care through our Happier Aging philosophy.

As the Client Care Ambassador you are responsible for the day to day operations related to driving business results through Client and Caregiver experience.

You impact growth through the following duties and responsibilities:

Client Care Delivery:

• Valid Driver's license and Registered Care Aide or Nursing Certification

• Attends First Visits with Caregivers to ensure Client needs and care plans are executed as per the Service Agreement; sets and role models expectations

• Conducts supervisory visits to ensure Caregiver fit and quality of care; delivering a premium client experience impacting Net Promoter Scores of 9 or higher

• Reviews appropriate and individualized care plans and updates as required

• Monitors risk issues and analyzes trends, adapts care as needed

• Reviews care, implementing clinical solutions, and evaluates client outcomes based on client goals

Leadership:

• Delegates care and provides training and support when needed (ie. caregiver needing to use a ceiling lift, change a catheter bag)

• Drives results through leading Caregiving team by setting clear goals, coaching in the moment and ensuring training needs are met

• First and Supervisory visits to evaluate Caregiver performance and job satisfaction, impacting the employee experience resulting in a Net Promoter Score of 9 or 10

Scheduling Collaboration:

• Delivers exceptional Client service by achieving scheduling goals and responding to urgent inquiries

• Liaises with the Care Services Center team to communicate changes in Client requirements, Caregiver assignments

• Responsible for ensuring Client coverage is secured, particularly due to urgent care, Caregiver cancellations and limited availability; assists with Client visits and scheduling as needed

Administration:

• Maintains excellent documentation practices, specifically, complete and accurate care plans, employee files (skills & qualifications), Client files, including pay and billing information

• Reviews and updates Client and staff records quarterly to ensure 100% accuracy and completeness

• Reviews documentation and follow up with any care related concerns

• Follows up with care plans and updates as needed

Availability: 

• Flexibility is required

• Part time/Full time 

• On-call: evenings and weekends   

Business Relationships: 

• Reports to the Care Designer 

• Works closely in partnership with Care Services Center 

Key Metrics: 

• Consult Conversion 

• Driving Revenue 

• NPS; Client and Employee Score of 10 

Qualifications:

• Education Requirements: 

• 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

• Intentional organization, planning, time management and multitasking skills

• Customer service and leadership background considered an asset   

• Background or Criminal Record Check with a Vulnerable Sector Search (updated every 5 years for continued employment)

• Negative TB test (updated every 5 years for continued employment)

Salary : $20 - $25