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Care Manager/Assistant Care Manager

The Care Manager works under the direction of the Director of Care Services to coordinate, develop, and manage our client and caregiver relationships.  The primary duties include: promoting the services of the company to the community, responding to service inquiries, conducting home assessments; screening and interviewing caregivers, matching caregivers to client needs, conducting home visits to audit quality of care,  establishing and developing relationships with referral sources. Care Managers service at least one of four defined service areas (Whatcom, Skagit, Island, and San Juan counties). Key performance indicators for Care Managers include: the number of service inquiries resulting from referral relationships; the number of new clients onboarded, client satisfaction levels, and caregiver satisfaction levels.

Client Management

  1. Provide management and supervision of services throughout the approved service area.
  2. Arrange for necessary services to all clients.
  3. Keep all applicable contacts and/or client files current in written and electronic format.
  4. Initiating client contact at least every 3 months and provide written documentation of all such visits.
  5. Adhere to agency infection control and safety procedures by performing and documenting observations, procedures, and interventions in the home according to the established care plan in a safe and competent manner.
  6. Effectively communicate and interact with clients/caregivers and families in a supportive manner.
  7. Management of client caseload and associated or other delegated work responsibilities in an effective manner within the resources of the Agency and according to agency standards.
  8. Interpretation of Agency programs and policies as appropriate to clients and members of the community. (Personal Care Plan, Hospice Support, VDT, etc.,)
  9. Participates in the continuing commitment for quality care, including attendance at mandatory agency staff meetings.
  10. Develop and implement a written plan of care for each client with input and written approval by the client or designated family member.
  11. Ensure that each plan of care is developed by appropriate agency personnel, lists services requested or recommended to meet client needs, and is based on an on-site visit, under agency policies and procedures.
  12. Evaluate client, family, and agency caregiver(s) response and compliance with care.  Update the plan of care to reflect changes in the client/family needs, abilities, and resources according to agency policies.
  13. Interpret and document, in a timely basis, in-home care provided to ensure compliance with all regulatory bodies, including all client clinical records.
  14. Ensure the plan of care includes the client’s functional limitations; nutritional needs and food allergies for meal preparation; home medical equipment and supplies relevant to the plan of care; type and schedule of services to be provided; and non-medical tasks requested.
  15. Coordinate services when more than one licensee is providing care to the client.
  16. Ensure the plan of care is reviewed on-site, updated, approved and signed by appropriate agency personnel and the client or designated family member every twelve months and as necessary based on changing client needs.
  17. Ensure that care assessments are carried out in a professional manner.
  18. Ensure that our services are perceived as easy and simple for the client and family.
  19. Ensure that all relevant paperwork is signed and filed into the client file in the office and/or in the clients Plan of Care book as stipulated in Policies and Procedures Manual.
  20. Maintain appropriate follow ups with current and pending clients.

Marketing and Sales

  1. Sell and promote the agency services in the community
  2. Be knowledgeable in the agency service lines, service fees and client base.
  3. Propose services and institute contractual agreements with clients.
  4. Communicate information on competitive strategy to agency office staff
  5. Maintain up-to-date sales/marketing data under KPI Policies and Procedures.
  6. Build sales within assigned area according to quarterly goals.
  7. Participate in developing annual sales goals
  8. Provide Franchise owners, administrators and SDCS with ideas and data which outlines new service opportunities and sales potential
  9. Seek out opportunities to represent agency at community functions and professional organizations.
  10. Maintain quality referral sources and develop strong relationships.
  11. Maintain quarterly goals for referrals through referral sources.
  12. Actively promote special programs and services.
  13. Create a positive impression of the company, regardless of the clients’ decision on choosing a caregiving company.
  14. Qualify the clients to ensure we are able to fulfill their needs and expectations and that they are able to finance their own services.
  15. Maintain an average Marketing visit of 15 per week, on a monthly basis.
  16. Log all business contacts and marketing meetings into company database.
  17. Maintain targeted contact levels with referral sources.
  18. Create and maintain a master list of potential and active referral sources.
  19. Qualify potential sources, seeking out quality new sources.
  20. Other duties as assigned.

Supervision of Caregivers

  1. Participate in orientation and recruitment as required.
  2. Communicate changes in schedules, caregivers and Plans of Care with staffing coordinator and relevant Care Manager as soon as changes occur.
  3. Document all changes in client and caregiver schedules into the agency database in a timely manner.
  4. Document all conversations and interactions with clients and caregivers into the agency database in a timely manner.
  5. Introduce all new caregivers that are deployed to a new client’s home.
  6. Conduct supervisory visits with caregivers as required; documenting into the agency database in a timely manner.
  7. Follow up with clients after caregivers has been with them 2 – 3 visits – confirming that Plan of Care is appropriate and they are satisfied with caregivers – Document.
  8. Nominate caregivers for exceptional performance.
  9. Keep client files updates as needed.
  10. Keep recruitment records up to date.

Key Performance Indicators

  1. Client Satisfaction
  2. Growth in Service Hours
  3. Quality and Quantity of Referral Source Relationships
  4. Quality and Quantity of  Referrals from Referral Sources
  5. Account Profitability (Gross Margin of Client Accounts)

Education, Experience, Knowledge, Skills, and Abilities

  1. Knowledge of in-Home Care and significant work experience in the caregiving field (3 years plus)
  2. Two (2) years of experience in healthcare case management
  3. One (1) year of experience in sales and marketing, preferably in the health care industry
  4. College diploma preferred (or an Associates Degree with at least 5 years of relevant administrative/management experience)
  5. Ability to multi-task and stay calm in a fast-paced environment while ensuring attention to detail
  6. Excellent interpersonal and organizational skills
  7. Must possess effective written and verbal communication skills, problem solving skills, and apply good judgment based on the principles of sound management
  8. Excellent customer service skills and the ability to ensure all client and employee needs are met in a timely manner
  9. Possess strong computer skills. Prefer knowledge with client/caregiver software programs
  10. Be available as required for on-call duty outside of normal office hours
  11. Read, write, speak, and understand English as needed for the job
  12. Have a valid driver’s license and use of an insured automobile or access to adequate transportation
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