Care Coordinator/Care Designer

Job Description

Job Description

Care Designer Job Description

At Nurse Next Door, our purpose is Making Lives Better through Happier Aging . We help seniors stay in their homes for as long as they choose—and our real talent is caring and connecting to seniors’ hearts. We have a mission to help seniors continue doing what they love most. We are driven by Bold Kindness , a culture and leadership philosophy that reflects a kinder, more compassionate way of developing people.

We are not just another homecare company fulfilling daily tasks—we are a company that admires people and seeks to make a difference in everything we do. By working at Nurse Next Door, you will be part of a growing company that is helping seniors do what they love again—that is Happier Aging !

As a member of the Nurse Next Door team, you understand how to hustle with heart —this is essential. You enjoy working collaboratively with a high degree of autonomy and thrive by seeing results. You are a self-led leader who takes responsibility for your own actions. You live and breathe our People Promise —you love coming to work and are having fun along the way!

As a Care Designer , you are responsible for the day-to-day operations that drive business results while leading the caregiving and client experience. You assess client needs, design personalized care plans, support caregivers to deliver exceptional service, and collaborate closely with the Care Services Center (CSC) to ensure continuity of care and reliable coverage—while driving growth through consult conversion and community relationships.

Consult Conversion

• 
  Conducts Caring Consults , assesses Clients with respect to physical, emotional, and environmental needs and advises on care options; achieves conversion goal of 90%
  
  
• Acts as an advisor in Caring Consults to ensure Clients and Client contacts have all information required to make confident decisions

• Drives business interest by building relationships with community leaders and professional organizations to establish long-term referral partnerships

• Develops, promotes, and ensures high quality, innovative customer service

Client Care Delivery and Experience

• 
  Attends all First Visits with Caregivers to ensure client needs and care plans are executed as per the Service Agreement; sets and role models expectations

• Conducts supervisory visits to ensure Caregiver fit and quality of care; delivering a premium client experience impacting Net Promoter Scores (NPS) of 90 or higher
  
  
• Develops appropriate and individualized care plans and updates as required

• Educates clients and families on care routines, what to expect, and how to get the most from services

• Monitors client risks and service concerns, analyzes trends, and adapts plans as needed

• Coordinates services and follows up on outcomes based on client goals

People Leadership

• 
  Drives results through leading the caregiving team by setting clear goals, assigning tasks, coaching in the moment, and providing continuing education

• Delivers on our Brand Promise by leading the client experience, ensuring Caregivers do whatever it takes to bring peace of mind to clients and their families

• Accountable for staff performance, ensuring Caregiver availability meets business needs and compliance to all systems

• Manages the education function to support a continuous learning environment and caregiver utilization of learning opportunities (including Discovery Day and monthly in-service programs)

• Conducts First and Supervisory visits to evaluate Caregiver performance and job satisfaction, impacting the employee experience resulting in NPS of 90 or higher
  
  

Scheduling Collaboration

• 
  Hands off accurate and timely client and employee files to the Care Services Center (CSC) team to deliver exceptional client service by achieving scheduling goals and responding to urgent inquiries

• Liaises with the CSC team to communicate changes in client requirements and Caregiver assignments

• Ensures client coverage is secured, particularly due to urgent care, caregiver cancellations, and limited availability; assists with scheduling as needed

• Responsible to ensure AMS (Attendance Monitoring Investigations – AlayaCare) percentages remain below 5% for total staff; supports caregiver performance management as needed

• Responsible for data integrity and completion (Caregiver and Client files) in the scheduling software

Administration

• 
  Maintains excellent documentation practices including complete and accurate care plans, employee files (skills & qualifications), and client files (including pay and billing information)

• Reviews and updates client and staff records quarterly to ensure 100% accuracy and completeness
  
  
• Directs the maintenance of client and personnel records to meet employee, organization, and statutory requirements and entitlements

• Conducts record audits quarterly to ensure accuracy and up-to-date information

• Ensures compliance with national and provincial legislative requirements in areas such as health, employment, and occupational health & safety

• Responsible for approving all visits and premiums in preparation for each payroll and billing cycle

Availability

• 
  Flexibility is required

• Part-time / Full-time

• On-call: evenings and weekends

Business Relationships

• 
  Reports to: Franchise Partner
  
  
• Leads: Caregiving Team
  
  
• Works closely with: Care Services Center (CSC)
  
  

Key Metrics

• 
  Consult Conversion

• Driving Revenue

• NPS (Client and Employee Score of 10; operational target of 9+ referenced in responsibilities)

Education Requirements

• 
  Nursing background is considered an asset (not required)

• CPR and First Aid certification (current/valid)
  
  
• Valid driver’s license

Experience Requirements

• 
  Strong computer skills; proficient in G-Suite (Gmail, Drive, Docs, Calendar)

• Exceptional written and verbal communication skills

• Strong organization, planning, time management, and multitasking skills

• Demonstrated experience setting and achieving goals

• Customer service and leadership background considered an asset

Nurse Next Door reserves the right to revise and/or change job descriptions and responsibilities as needed. Should this occur, Nurse Next Door will notify the employee in advance of implementation. This job description does not constitute a written or implied contract of employment.