Client Care Manager RN - Visiting Angels in Cheyenne, WY

POSITION PURPOSE: The Client Care Manager (CCM) is responsible for the coordination of services between clients and caregivers for the implementation of schedules, adequate staffing, and continuity of care to best meet the needs of the clients. The Client Care Manager is responsible for the ongoing case supervision. The position reports to the Director.

CLASSIFICATION:  Non-exempt

SUPERVISION EXERCISED:  The Client Care Manager is responsible to support and guide the caregivers to best serve our clients. Moreover, the Client Care Manager will coordinate closely with the administrative staff in Loveland, CO to ensure quality care and policy adherence.

DUTIES:  Perform all tasks and assignments with the Agency Core Values in mind (Total Excellence Focused, Highest Character, Unwavering Faith, Mind Blowing Customer Service, All in Ownership).

• While in the office, assist with answering the phone during high volume call times, greeting the public with professionalism and a smile in your voice.
• Accurately complete all admission paperwork at the assessment and ensure the client and family understand their responsibilities and the plan of care.
• Upon completing the assessment, create an electronic client file by entering client information into Clear Care.  Upon Completing the assessment, create the necessary documentation files in Dropbox and ensure that they are updated with the most timely and relevant information.
• Develop and maintain the care plan in accordance with the client needs. Update when warranted.
• Ensure that client supervisory visits are being conducted according to state requirements. Supervisory visits are for the purpose of collecting feedback from clients regarding caregiver performance of duties and to ensure the client’s satisfaction.  Timing of the supervisory visits must meet or exceed state compliance deadlines. 
• Introduce caregivers to the client(s) on every new case with the goal of creating a smooth and successful first-time meeting between the clients and their caregiver(s).  Introductions will include the review of the care plan, the schedule and the clarification of tasks. 
• When introducing new caregivers, review with them clock-in and clock-out procedures, making sure they are able to successfully accomplish this, and review with new caregivers how to navigate through the task list on the Clear Care app.
• Follow up with the caregiver and the client after the end of a new shift to ensure the shift was successful according to both the caregiver and the client.  The CCM should be able to answer any questions that arise and make any staffing corrections or scheduling changes as needed. 
• Keep all forms and supplies up to date and available for the creation of the log books.  Set up the new client log book so it is ready to be delivered into the client’s home.
• Keep all electronic forms up to date for the assessment packets, so current forms are utilized.
• Actively listen to clients and problem-solve for each case.  If an issue falls within the definition of an official “complaint” or “incident”, the Client Care Manager must be able to effectively resolve and document the issue and submit the information to the Director within 24 hours.
• Continually evaluate client and caregiver satisfaction based on routine interactions and strive to recognize positive results and address negative results.
• Maintain professional relationships with clients and employees; assuring clients and employees’ confidentiality. Adhere to HIPAA regulations.
• Provide direct care services with a client until a fill-in caregiver can be assigned to the case, when necessary.
• Attend and actively participate in weekly meetings.

OTHER DUTIES:

• Handle lead calls when the Director is unable to accept a call.
• Support our referral sources by attending and participating in events in the community. For example, the Alzheimer’s walk or an open house at a local assisted living facility. 
• Maintain positive relationships with all referral sources.  Visit doctor’s offices, senior care facilities, and other referral settings with information about current cases or for the purpose of distributing general information.  The goal is to build relationships and help the community become aware of our services, so they can be a resource to those in need of care.
• Assist Human Resource Administrator in providing disciplinary action to caregiver employees per Agency policy.
• Perform other functions as deemed appropriate by the Director.

SPECIFIC JOB KNOWLEDGE, SKILLS AND PERSONAL ABILITIES REQUIRED:

• Associate Degree and two years of supervisory experience in home care is preferred.
• Currently licensed Registered Nurse in Wyoming
• Demonstrate proficiency with Microsoft Office (Word, Excel and Outlook) applications, scheduling systems and other health care industry related software. 
• Ability to listen and communicate clearly, fluently and diplomatically orally and in writing.
• Ability to remain flexible, resilient, calm and maintain a sense of humor; and present a well-groomed professional image.
• Ability to plan, organize, prioritize, delegate and accurately follow through in work activities with time constraints and interruptions to meet deadlines, as well as, work independently with a minimum amount of direction and/or supervision.
• Ability to generate goodwill for the Agency with staff, clients, their family members and referral sources. Demonstrate a strong commitment to client service excellence.
• Ability to lawfully work in the U.S.

PHYSICAL/ENVIRONMENTAL DEMANDS:

• Sitting, standing, bending, reaching, stretching, stooping, walking, climbing stairs and moving intermittently during working hours.  
• Must be able to lift at least 25 lbs.  
• Must be able to see and hear or use prosthetic that will enable these senses to function adequately to ensure the requirements of this position can be fully met. 
• Must be able to properly operate office equipment (such as a computer, telephone, printer/copier/fax machine, etc.)
• Must be able to maintain verbal/written communication with co-workers, leadership team, supervisors, clients, family members, vendors and all business associates within or outside the agency.
• All of the above demands are subject to the ADA requirements.
• Maintain current TB testing.