Client Care Coordinator - Chelsea, United States - Visiting Angels Chelsea

Description

Client Case Manager

• Job Description_

POSITION PURPOSE:
The Case Manager is
responsible for the coordination and implementation of client services.

The Client Case manager reports directly to:
Director of Operations


PRINCIPAL ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS:

The duties and responsibilities described below do not represent a comprehensive list for this position. Additional tasks may be assigned periodically as necessitated by the business demands.

• Meet with client and family to accurately complete all admission paperwork and assure the client and family understand the homecare plan and their responsibilities.
• Follow up on lead calls and conduct telephone and facetoface interviews with prospective clients.
• Schedule and facilitate initial and ongoing client and caregiver meetings.
• Review services and cost of care with client and, complete client service agreement and initial paperwork.
• Schedule, conduct, and document home visits, collecting client feedback on caregiver performance of duties. Address problems, as required.
• Develop the Plan of Care in accordance with client needs and wishes; update as warranted.
• Conduct supervisory visits in the home and ensure that services are provided in accordance with the Plan of Care.
• Effectively resolve complaints and incidents.
• Evaluate client and employee satisfaction.
• Recognize and reward good job performance and promote caregiver recognition.
• Assess caregiver performance; participate in caregiver performance reviews.
• Administer disciplinary action to caregiver employees per Agency policy.
• Maintain positive relationships with clients and referral sources.
• Develop new and ongoing referral relationship with referral sources
• Participate in developing marketing action plan. Participate in outlining marketing strategy/objectives
• Articulate the benefits of private duty home care service to both professional referral sources and consumers
• Maintain and predictable attendance
• Independently respond to and resolve client complaints and concerns.
• Maintain and order office supplies, as needed.
• Perform oncall evening and weekend duties, as directed. Keep oncall materials current with client information, instructions and directions, current roster of care and list of active direct care staff. Prepare and maintain the oncall log and client and employee records. Manage calls in accordance with company policies.
• Maintain predictable and regular attendance.
• Perform other functions as deemed appropriate by the management team.
• Educate referral sources and community about the referral process
• Maintain absolute confidentiality of all information pertaining to employees, clients and clients' families.

REQUIRED JOB KNOWLEDGE AND SKILLS:

• Associate Degree in a health care related field and two years of supervisory experience in homecare is preferred.
• Ability to listen and communicate clearly, fluently and diplomatically both orally and in writing.
• Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations.
• Present a wellgroomed image that reflects the professionalism of the business.
• Ability to plan, organize, prioritize, delegate and accurately complete work activities within deadlines while managing interruptions.
• Work independently and proactively with mínimal 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:

• Combination of sitting, standing, bending, reaching, stretching, stooping, walking, climbing stairs and moving intermittently during working hours.
• Must be able to lift at least 50 lbs., if working with clients.
• Must be able to see and hear or use prosthetics that enable these senses to function adequately to meet the requirements of this position.
• Must be able to properly operate office equipment.
• Must have a valid driver's license and reliable transportation.
• Must be able to maintain verbal and written communication with coworkers, leadership team, supervisors, clients, family members, vendors and all business associates within or outside the Agency.
• Successful completion and ongoing compliance with all licensing, certification, continuous education, background testing, drug and alcohol testing, OIG and health assessments as may be required under federal, state, or local law or per employer policy.