Care Team Manager

Responsibilities: 

As a key member of our staff, you will be responsible for the oversight of a team of care providers to ensure an exceptional Stay Graceful client experience! You will manage the scheduling and training process for Stay Graceful care providers and will be accountable for leading the team in a positive, motivating manner with a continuous focus on employee development. As a Care Team Manager, you must exemplify the Stay Graceful goal to provide exceptional in-home care by hiring the best qualified staff, understanding client needs and care plans, and coordinating training and service to deliver exceptional in-home care! 

Some of your responsibilities will include: 

• Staff Management: 

○ Create staffing schedules, including on-call coverage, with the assurance that all shifts are regularly covered. 

○ Manage and train on protocol for absences. 

○ Orient new team members and prepare and submit all HR related forms in a timely manner. 

○ Resolve employee issues or concerns in a professional manner. 

○ Manage disciplinary/termination activities with supervisor support. 

■ All hiring and firing decisions will be finalized by supervisor. 

○ Provide backup support for any employee who is absent. 

• Training: 

○ Ensure care provider team reviews and understands policies and procedures. 

○ Select relevant trainings for in-home care providers and implement routine trainings with team. 

○ Oversee competency evaluation of care team. 

○ Lead by example and maintain consistent accountability for direct reports by training and coaching staff members to provide exceptional customer service. 

• Customer Service: 

○ Coordinate with supervisor and business development staff to understand individualized client care plans. 

○ Assign care providers to clients who best fit their needs. 

○ Regular review with care providers on completion of care plan and any changes or needs of clients. 

○ Greet care providers, clients and guests, providing exceptional customer service and doing your best to make clients feel comfortable and appreciated! 

○ Answer phones in a friendly manner and assist callers with a variety of questions. 

○ Site visits of current clients for training and support and home visits for team introduction and training for new clients. 

○ Respond to client and care provider questions and concerns in a timely and professional manner. 

• Client Accounts: 

○ Utilize EMR system to assist with new client accounts, change of address and care plan changes or other pertinent information for current clients. 

• Cleanliness and Maintenance: 

○ Keep the desk area and office clean and orderly. 

○ Notify supervisor of any office or facility needs or technical support requirements. 

• Miscellaneous: 
• On call 1 night a week and on call weekends once every 4 weeks

○ Track Key Performance Indicators such as client visits, cancels, info calls, etc. (weekly, monthly, annually) and relay to supervisor to evaluate Stay Graceful efficacy and reward care provider team for excellence! 

Education and Experience Equivalencies: 

• No degree required. Bachelor's degree preferred. 
• Home care or related experience required. 
• 1 yr Management experience preferred. 
• Customer service experience preferred. 
• Applicants with excellent abilities in communication via email-word, and medical records preferred. 

All candidates must have (or qualify to obtain) a current South Dakota driver’s license, proof