Client Care Manager

Visiting Angels of Stamford, CT is now hiring a Client Care Manager to oversee Care Management for our nationally recognized Home Care agency!

Position Purpose: The Client Care Manager is responsible for the day to day operational oversight of client care, not limited to scheduling, caregiver retention, maintaining compliance, coaching and counseling of care staff, this includes all administrative tasks affiliated with the above.

Salary:Competitive salary based on experience, in addition to commissionplan, and discretionary bonus based on performance.

Reports to: Director of Care

PRINCIPAL ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS:

The Client Care Manager has accountability for the following functions/tasks:

• Answer the telephone and greet the public
• Assist and advise scheduling team on appropriate staffing for new clients and open hours/shifts on existing cases. Ensure consistency in caregiver scheduling and schedule as needed
• Supervise caregiver daily activities. Counsel and provide support for all caregiver tasks
• Develop individualized care plans consistent with the tasks of a homemaker-companion agency as per state regulations
• Provide clear communication to clients, families, and caregivers consistent with delivering a high level of quality care
• Utilize WellSky electronic record system to document interactions with caregivers, client phone calls, client visits and all family interactions
• Review client’s schedule on a daily basis. Counsel staff regarding tardiness and correct use of time clock system. Make the appropriate corrections to the system to facilitate accurate payroll processing
• Conduct regularly-scheduled, follow-up telephone calls and home visits to ensure high client satisfaction and retention
• Weekly review of client caseload with Director of Care
• Recognize and reward good job performance and promote caregiver recognition
• Maintain absolute confidentiality of all information pertaining to employees, clients and client’s families
• Maintain positive relationships with all clients, caregivers, families, referral sources and co-workers
• Independently respond to and resolve client complaints and concerns. Escalate to management, as needed
• Communicate and refer appropriate matters to the Director of Care for additional guidance
• Participate in On-call evenings and weekend rotation, as directed
• Perform other functions, as deemed appropriate by the management team
• Respond to emergency situations professionally and calmly
• Maintain a high level of professionalism and demeanor
• Practice good time management, problem solving, follow instructions and complete work assignments
• Support change and communicate about it positively with employees
• Demonstrate self-motivation, self-direction, organizational skills, flexibility and the ability to coordinate multiple tasks simultaneously
• Ability to communicate effectively with co-workers, leadership team, clients and family, ability to listen without imposing personal values or beliefs
• Engage in constructive problem solving and the exploration of new ideas
• Build and maintain strong relationships with clients, client’s family members and caregivers through frequent communication and addressing concerns promptly
• Strictly comply with all laws, rules and regulations
• Work independently and proactively with minimal direction and/or supervision
• Provide timely and effective feedback to the management
• Maintain regular and predictable attendance
• Present a well-groomed image that reflects the professionalism of the business
• Plan, organize, prioritize, delegate and accurately complete work activities within deadlines while managing interruptions
• Demonstrate a strong commitment to client service excellence
  
  

QUALIFICATIONS, REQUIRED JOB KNOWLEDGE AND SKILLS:

• Prefer Associate’s or Bachelor’s Degree in healthcare with a minimum of two years of experience in the healthcare or homecare industry or Five years work experience in home health/homecare industry providing direct care or in a care management position
• Proficiency with Microsoft Office (Word, Excel and Outlook) applications, scheduling systems and other healthcare industry-related software
• Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations
• Successfully complete all and ongoing compliance with background checks, reference checks and other assessments as may be required under federal, state, or local law or per employer policy
• Ability to listen and communicate clearly, fluently, diplomatically – both orally and in writing
• Valid licensed driver with reliable transportation
• Valid state required proof of insurance
  
  

PHYSICAL/ENVIRONMENTAL DEMANDS:

• Must be able to properly operate office equipment.
• All of the above demands are subject to the ADA requirements
• Must be able to lift, push or pull items weighing up to 10 lbs.
• Must be able to perform tasks involving a combination of sitting, standing, bending, reaching, stooping, walking, twisting, and climbing stairs
• Must be able to see and hear or use prosthetics that enable these senses to function adequately to fully meet the requirements of this position
  
  

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice. Every employee is required to follow all additional policies, procedures, and rules, as set forth by the Company, which are subject to change.

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