ESSENTIAL FUNCTIONSVERBAL COMMUNICATION
· Conducts client and family consultations and draws out client and family needs, routines and preferences related to their care plan.
· Effectively communicates care plan with clients, families and caregivers.
· Ensures clients, families, office staff and care partners have the information they need to create an extraordinary client experience.
CUSTOMER FOCUS
· Manages Client Satisfaction program.
· Identifies and reports opportunities to improve the client experience.
· Supports on-call supervisor as needed, but on a limited basis.
· Conducts client quality calls and provides follow-up as needed to family members, caregivers and others.
LISTENING
· Actively listens to, and communicates with, new and existing clients, family members, care partners and referral sources to ensure the highest quality of service is being provided.
· Acknowledges, manages and investigates client and/or family complaints.
DECISION MAKING/JUDGMENT
· Maintains calm and offers sound guidance during emergencies.
· Completes home safety checks.
· Helps families understand how changes in condition affect the care needs of their loved one.
· Ensures a good client and caregiver match.
· Conducts caregiver Supervisory Visits.
· Participates, through direct communication with caregivers, in caregiver performance reviews, terminations, probations and job counseling in compliance with agency policies.
ORGANIZATION
· Maintains complete, accurate and timely client records in ClearCare.
· Routinely contacts clients regarding accounts receivable, on an as-needed basis.
· Maintains compliance with applicable laws and regulations and agency policies and procedures.
· Implements corrective action in response to reports or complaints from regulatory agencies.
PASSION
· Educates clients, families, referral sources and care partners on the importance and power of person-centered care.
· Represents agency in the community and conducts in-services.
· Exhibits enthusiasm, charisma, excitement and a positive “can do” attitude toward creating an extraordinary client experience.
LIKEABILITY
· Conducts client introductory and supplemental visits on an as-needed basis.
· Mentors caregivers and positively communicates opportunities to improve the client experience.
· Minimizes caregiver turnover through effective mentoring, relationship building and communication skills with assigned caregivers.
CONFLICT MANAGEMENT
· Understands natural sources of conflict related to care within families, and then acts to prevent or soften the conflict.
· When a conflict emerges, effectively works through the conflict to its optimum outcome.
· Does not suppress, ignore or deny conflict, but seeks to serve as a mediator.
RESOURCEFULNESS
· Seeks out and seizes opportunities, goes beyond the “call of duty,” and passionately finds ways to surpass barriers to improve the client experience.
· Takes proactive action to re-stimulate and improve projects related to the client experience.
· Other general office and clerical functions.
· Other duties assigned by Operations Manager.
EDUCATION / SKILLS / ABILITIES / AVAILABILITY• High school graduate or equivalent with two years of business experience.
• Basic office and computer skills and organizational abilities. Excellent interpersonal relations abilities. Excellent telephone skills.
• Have a valid driver’s license and use of insured automobile.
• Knowledge of common medical terminology.
• Able to work independently, demonstrating sound judgment.
• Read, write, speak and understand English as needed for the job.
• Be available as required for on-call duty outside of normal office hours.
WORKING ENVIRONMENT· Works primarily out of the local office.
Job Summary
INDUSTRY
Skilled Nursing Services & Residential Care