Client Concierge

Make Comfort Keepers a Career!

Come experience the culture that sets us apart!

We lean on our Company Core Values to drive our clients, caregivers and fellow coworkers experience!

Our values: Embody Excellence, Joyfully Serve Others, Be the calm and Deliver, Fully!

Objective:

The objective of the Client Concierge is to coordinate care for current clients and ensure clients receive the highest quality of care and are extremely satisfied! This role oversees the day to day schedule of our clients and ensures we are matching clients and caregivers appropriately. Collaborating with the supportive roles of the territory to include the HR Coordinator, Manager, RN Supervisors, Caregiving staff and schedulers.

Essential Functions:

A successful Client Concierge:

· Proactively manages the ongoing internal client relationship for existing clients through weekly calls.

· Uses independent judgement to accomplish problem resolution, increasing support for clients and, quality assurance. Anticipates needs and advises families.

· Is responsible for orchestrating, monitoring and supervising the care and communicating care coordination details to all team members, other providers, and family members.

· Participates in on-call rotation, as assigned, to assist all territories with after-hours and weekend prospective clients.

· Is always available by telephone and voicemail to ensure the safety of our clients, caregivers and, assist, as needed, in emergency situations.

• Selects and apportions work among caregivers based on skills, performance and overtime requirements.
• In coordination with the RN Supervisor, identifies and makes recommendations regarding any safety concerns of caregivers or clients.
• Conducts Caregiver Introductions and drop ins when necessary

· Assists the office in prospect management as appropriate

· Conducts client recovery activities for deactivations, hospitalizations, hour’s reductions, and cancelled hours.

· Assists with the completion of Caregiver Evaluations in conjunction with the HR Coordinator.

· Reviews daily care logs to ensure quality care is delivered.

· Completes Interactive Care Coordination and Quality Assurance calls with clients and their family members after the first shift and documents as such in the appropriate software.

· Will be informed of, follow, implement and remain abreast of company policies and procedures as well as the governing regulations including local, state and federal requirements to include but, not be limited to: Department of Health, OSHA, Department of Labor.

· Reviews and audits all admission paperwork and ensures regulatory compliance with admissions

· Completes initial investigation of all complaints, maintains the complaint log and documents all complaint resolutions with the assistance of the Director of Operations, as appropriate.

· Ensures Infectious Control Logs are always up to date and works with the Director of Operations to report any outbreaks to the appropriate authorities whenever necessary.

· Manages in conjunction with Director of Human Resources investigating, logging and resolving workers compensation claims including, initiating light-duty. Documentation on the OSHA 300 forms completed and uploaded to correct drop box folder.

· Conducts impromptu supervisory visits as needed in client homes to ensure quality of care provided and act as a resource to caregivers.

· Assures all new caregivers complete the Onboarding and Orientation program and are prepared to meet Comfort Keepers expectations when delivering care to clients in the home or facility setting.

· Acts as the liaison between NAB Homecare and established corporate contracts.

· Reports incidences as required to Adult Protective Services as necessary.

· Upholds all HIPPA and company policies and procedures.

· Documents all required information for regulatory/compliance purposes in the appropriate information systems.

· Follows all office communication and documentation protocols to ensure excellent service to the team, clients, staff, referral sources, potential and inactive clients.

• Leads and participates in formal and impromptu trainings, meetings, weekly huddles, daily stand-up meetings and in the development of systems to improve care coordination, client satisfaction, employee performance and retention and office operations. Submits documentation of such meetings, as requested, to the Leadership Team.
• Conducts the client deactivation and reactivation processes.
• Assists the other members of the management team as needed. Completes special projects as assigned.
• Performs other administrative tasks as assigned.

Job Types: Full-time, Part-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid sick time
• Paid time off
• Referral program
• Vision insurance

Experience:

• Customer service: 1 year (Preferred)

Ability to Commute:

• Winchester, VA 22601 (Preferred)

Work Location: In person

Salary : $55,000 - $65,000