Client Service Manager

Job Description

Job Description

About the role:

The Care Coordinator position is designed to oversee the clients and caregivers for a geographically assigned territory. Responsibilities include ensuring clients receive quality care in line with AmanaCare’s mission and vision. The Care Coordinator role is also responsible for the management, training, and development of caregivers from the time of hire throughout their career with the agency.

The Care Coordinator must possess excellent organizational skills, strong communication abilities, and a compassionate, client-centered mindset. This role requires a proactive approach to problem-solving, attention to detail, and a commitment to upholding AmanaCare’s mission, vision, and values.

Key responsibilities:

Caregiver Supervision and Development

• Oversee all in-home caregivers within a territory from their first day in the field throughout the duration of their career with AmanaCare.
• Ensure caregivers are trained in and compliant with EVV (Electronic Visit Verification) rules and regulations.
• Prior to their first solo shift, ensure new caregivers are properly oriented to clients and are provided in-person training on incident reporting, client ADLs, and code of conduct before their first in person shift.
• Evaluate caregiver performance regularly and provide coaching as needed. Formal performance reviews should be conducted as follows:
• Competency checks at 30/60/90/120 days
• Performance evaluations at 1 year and every year thereafter
• Perform monthly one on one meetings with all caregivers within a territory, including family caregivers. Ensure actionable items discussed during these meetings are addressed promptly.
• Assist in resolving any issues that come up during Employee Satisfaction Survey calls (or otherwise arise) and reports feedback to the Director of Care Coordination (DCC) and Administrator as needed. Follows up with the caregiver(s) to ensure all issues have been resolved satisfactorily.
• Review staff absences/tardiness, performance issues and EVV errors daily and address caregivers as appropriate. Provide coaching and/or disciplinary measures in a timely manner and within company expectations.
• When needed, may perform caregiver duties for shifts unable to be filled by other staff. Documentation for care hour shifts is to be completed accurately and on time. Missed punches are kept at zero and all shifts include documentation of completed ADLs and client signatures.
• Demonstrate all competencies from the Caregiver Position Description.

Client Satisfaction and Care Plan Management

• Oversee all clients within a territory from the time of onboarding throughout the duration of their time with AmanaCare.
• Meet with new leads in-person and in their homes to determine if they are the right fit for our services. If they are, collaborate with Scheduling and Marketing to get the Lead converted to a client. Ensure all forms (in-person consultation, service agreement,etc) are completed thoroughly and correctly.
• Work with caregivers and clients to determine how best to implement and sustain Care360 activities within the given schedule for each client. Monitors CareVision daily to acknowledge all Care360 activities and document the completion of these activities.
• Perform quarterly and impromptu supervisory visits in the homes of clients to ensure the required cares are being completed to their satisfaction. Uses these visits to ensure caregivers are on task, ADLs are completed and Care360 needs are being addressed.
• Report any incidents involving clients or staff health/safety to the appropriate parties within the agency and to the appropriate parties outside of the agency in a timely manner. Depending on the severity of the incident, this could include family members, Director of Care Coordination, Law Enforcement or collaborative response to APS in the event a report is filed. Assists in the resolution of these issues.

Reporting and Analysis

• Provide weekly updates to the Director of Care Coordinator regarding progress toward goals, and performance on KPIs.
• Review Care Notes daily to ensure caregivers are documented properly and all potential issues are addressed. Coaches' caregivers on how and what to document. Including incidents, client concerns, mileage, ADL notes, etc.
• Use Axiscare for documentation of hours worked and mileage. Documentation for office hours and supervisory shifts are logged in AxisCare with accurate times and detailed notes before 9am the following Monday.
• Provide a report to the DCC on the final Thursday of each month that lists which clients have received a supervisory visit. By the end of each quarter, your report should reflect all current clients who have received a supervisory visit from you.
• Provide weekly reports to your DCC on the following:
• Shadowing/Training shifts for all new hires
• Care360 activities for each client
• Performance issues, EVV noncompliance violations for all staff in your territory

Professional Conduct and Company Standards

• Report to work on time and as scheduled, using electronic scheduling system (if applicable). Completes work within designated time.
• Adhere to dress code, appearance is neat, clean and professional. Wears name/identification badge when representing the agency outside of the office or when meeting clients in their homes.
• Attend staff meetings and participates in long-term and short-term goals and planning.
• Attend annual reviews and participate in company or industry mandated training initiatives. Maintains regulatory requirements.
• Comply with all company policies and procedures. Communicates the mission, ethics, and goals of the organization and represents the agency in a positive and professional manner.
• Comply with every client’s right to be free from physical and verbal abuse, neglect and misappropriation or misuse of property. Is aware of abuse and neglect reporting requirements and ensures Care Coordinators are well versed in reporting procedures.
• Perform other duties as assigned by the Agency. The company reserves the right to add or change duties at any time.

Experience/Skills:

• Experience in management or supervision.
• Experience in caregiver training.
• Problem-solving in unexpected situations.
• Effective verbal and written communication.
• Superior phone etiquette and the ability to interact professionally with a diverse group of individuals.
• Detail-oriented with good multi-tasking ability.
• Knowledge of general care for the elderly and disabled or recovering persons.
• Experience with Microsoft Office, AxisCare, etc.

Requirements:

• Valid Nebraska driver's license.
• Reliable transportation.
• Proof of current automobile insurance.

Prior caregiving and/or management or supervisory experience is preferred.

About us: Why AmanaCare?

The word Amana means “faithfulness, loyalty, constancy, devotion, integrity, trust.” It also means “support, confirmation; a guardian; a nurse.” At AmanaCare, our goal is to confirm the God-given value of our clients and to support them through their unique circumstances. By providing constant, reliable care tailored to each person, we seek to be the guardian and nurse that they and their loved ones can trust.

That trust begins with our caregivers. As a family-owned and -operated business, we want to help you find the work-life balance that fits your needs. We strive to connect our caregivers to clients whose personalities and location are a good match. And we offer resources to benefits. Above all, we provide a leadership team who cares about you as much as our clients, and who will always work to support you through your own unique circumstances.

AmanaCare is an equal opportunity employer. We are committed to hiring based on real merit, and we will not exclude, deny benefits to, or otherwise discriminate against anyone based on race, color, nationality, sex, gender, disability, religion, or age. If you are a caring, compassionate, and dependable human being, please let us talk with you.