Seeking Weekend Client Care Manager

WEEKEND CLIENT CARE MANAGER
 

This position is offered 4 days/week, Friday through Monday (32 hours)
 

The Client Care Manager performs a variety of non-medical duties that relate to helping to acquire new clients; conducting care consultations with potential clients/family members; quality assurance visits with existing clients; and providing client/CAREGiver introductions. They determine each client's needs and provide solutions in the form of a customized service plan. They continuously evaluate the plan through ongoing communications and visits to ensure high quality care, client satisfaction and retention as well as opportunities to increase service hours. The Client Care Manager provides onsite introductions and training to CAREGivers as needed to meet the clients changing needs. They serve as a community resource for clients, families, CAREGivers and office staff. The Client Care Manager also assists in the marketing of home care services to referral sources in the community.

Primary Duties:

• Respond to Service Inquiry calls from prospects, if the Director or Owner are not available.
• Conduct Care Consultations with potential clients and family members to discuss their needs and provide solutions in the form of a service plan while maintaining closing goal and new customer acquisition goals.
• Review the Services Agreement with new clients, have them execute the Agreement and collect the service deposit at closing.
• Enter new clients into computer and work with Director of Client Care Services and Scheduling Coordinators to ensure service begins and continues in accordance with our commitment to our clients.
• Follow up on all care consultations that become a new client, to confirm that essential tasks are complete to begin service.
• Maintain ongoing communication and a consistent follow-up schedule with potential clients and families who have yet to commit to service.
• Ensure each client has at least one formal quality assurance visit a month. High maintenance clients are to be visited weekly.
• Work with other team members to coordinate and ensure that the client’s care is fully compliant with their Services Agreement.
• Conduct client/CAREGiver introductions for every new client/CAREGiver shift.
• Create and maintain client records daily to ensure the most up-to-date client information.
• Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through the quality assurance program.
• Educate clients, families, CAREGivers and office about community resources available.
• Provide onsite training to CAREGivers so clients continue to receive the highest quality care.
• Consult with Director of Client Care Services on any quality assurance concerns as needed.
• Counsel CAREGivers on quality assurance concerns as needed.

• Provide caregiving to clients in an emergency or when a shift cannot be filled.
• Provide on-call support when required on weekends or holidays.
• Ensure open and effective communication with clients, family members, franchise owner, colleagues and CAREGivers.
• Participate in all CAREGiver meetings.
• Attend 2-4 community education or business networking events each month to promote Home Instead Senior Care in our community.
• Seek testimonials and encourage PEAQ program from clients/families.

Position Requirements:

• This individual must understand and uphold the policies and procedures established by Home Care for Seniors Massachusetts, Inc., (d.b.a. an independently owned and operated Home Instead Senior Care franchise).
• Possess knowledge of the issues that seniors face and as well as the senior care industry.
• Possess excellent oral and written communication skills and the ability to listen effectively.
• Ability to work independently, maintain confidentiality of information and meet deadlines.
• Ability to demonstrate effective interpersonal skills is essential as well as sound judgment and good decision-making.
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures.
• Ability to organize and prioritize daily, monthly and yearly work.
• Ability to establish good working relationships with office colleagues, the franchise owner, clients and the community.
• Must present a professional appearance and demeanor.
• Must be patient and congenial on the telephone and in person in difficult situations.
• Must have proficient computer skills in Word and Excel and the ability to acquire additional computer tools.
• Ability to work evenings or weekends as required.
• Ability to lift 25 pounds.

Additional Qualitications:

• This is a non-medical position. However, applicants with experience working with the elderly, worked in adult daycare or at a nursing home or assisted living facility or a retired nurse or a CNA would possess beneficial skills.

Work Schedule:

• 32 hours/week. Friday throughMonday.

EXPERIENCED PREFERRED

Each Home Instead franchise is independently owned and operated.