Client Care Manager (Gettysburg, PA)

POSITION PURPOSE: The Client Care Manager is responsible for the intake, assessment, service planning, scheduling, establishing and managing the plan of care in accordance with the needs of the client and client satisfaction. The Client Care Manager reports directly to the Director.

CLASSIFICATION: Exempt

HOURS OF WORK: Monday - Friday, 8 am to 4 pm

PRINCIPAL ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS:

The Client Care Manager has accountability for the following functions and tasks:

• Maintain company standards in providing superior client care by implementing high- quality care standards and exceptional customer service.

• Effectively handles inquiry calls. Gathers information regarding client needs, home environment, desired schedule, and psycho-social aspect of client care while practicing active listening and establishing a level of trust and understanding with the caller.

• Clearly explain the capabilities of the caregiver, setting clear expectations for the services to be delivered.

• Schedule in person client assessment, confirming date/time before ending the call.

• Meet with client and family to accurately complete all admission paperwork and assure the client and family understand the homecare plan and their responsibilities.

• Gather information regarding client health status, recent hospitalizations or falls, specific dietary needs, mobility, medication regimen, mental/cognitive status, and equipment. This also includes observation of the home environment for safety/risk.

• Visit client (in the place where care will be delivered). Ascertain the type of care the client will need by establishing a baseline of the client’s condition.

• Assess the client’s cognitive ability in addition to the physical need.

• Observe the environment, looking for any issues that may be deemed unsafe (power cords, throw rugs, cluttered stairs or pathways, lack of hand rails, older appliances, poor lighting, pets).

• Complete all client intake/admission paperwork (or electronically).

• Develop the Plan of Care in accordance with client needs and wishes; update as warranted. The goal is to provide guidelines for the caregivers to follow based on client needs and wants, all while remaining safe and maintaining dignity.

• Communicate all information to the office team regarding the desired schedule and skill level needed.

• Care Coordination- organizing and connecting the resources and personnel required to provide the level of care determined. Coordinate with the scheduling team regarding the desired schedule and skill required to care for a client.

• Become cross-trained to support other team members by conducting scheduling, matching clients with caregivers, broadcasting shifts, and participating in networking and community events, conducting initial interviews, and orientations of caregiver applicants.

• Once care has started, follow up with client/family, following the first shift and with continual cadence, to ensure satisfaction with service.

• 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.

• Conduct supervisory visits in the home and ensure that services are provided in accordance with the Plan of Care. Conduct supervisory visits to client’s home, preferably when the caregiver is present. Review the care plan to determine relevance and accuracy. Adjust care plan based on any changes in client condition or ability. Communicate changes to all care staff involved in the case.

• Observe the caregiver delivering care to the client. If the caregiver is having difficulty meeting the expected level of care, provide training/education to increase/improve skill set.

• Effectively resolve complaints and incidents.

• Evaluate client and employee satisfaction.

• Maintain positive relationships with clients and referral sources.

• Ascertain client satisfaction with services. Communicate with office staff regarding any issues or complaints discovered. Work to resolve to the satisfaction of clients. Manage client feedback and maintain a positive reputation.

• Independently respond to and resolve client complaints and concerns.

QUALIFICATIONS, 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 remain flexible, resilient, calm and maintain a sense of humor in all situations.

• Successfully complete all and ongoing compliance with licensing, certification, continuing education, background checks, drug and alcohol testing, Office of Inspector General (OIG) screening, and health assessments/other assessments as may be required under federal, state, or local law or per employer policy.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook) applications, scheduling systems and other industry-related software.

• Ability to listen and communicate clearly, fluently, diplomatically – both orally and in writing.

• Valid licensed driver with reliable transportation.

• Valid state required proof of insurance.

PHYSICAL/ENVIRONMENTAL DEMANDS:

• Must be able to properly operate office equipment.

• Must be able to maintain verbal and written communication with co-workers, 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.

• All of the above demands are subject to the ADA requirements.

• Must be able to lift, push or pull items weighing up to 10 lbs.

• Must be able to perform tasks involving a combination of sitting, standing, bending, reaching, stooping, walking, twisting, and climbing stairs.

• Must be able to see and hear or use prosthetics that enable these senses to function adequately to fully meet the requirements of this position.

EOE