Care Experience Manager

Care Experience Manager

Thrive Skilled Pediatric Care's purpose is simple, to provide high quality clinical home care to medically fragile children so they can grow and flourish to their full potential. We deliver this through our commitment to our purpose, our passion for what we do, and our pride in contributing to the health and wellbeing of children and their families.

The Care Experience Manager (CEM) is accountable for building relationships with and meeting the needs of our clients and care givers by communicating and collaborating on a regular and timely basis with clients and direct care team members to maintain the highest level of care coordination, continuity of care, and employee satisfaction. Participates in the identification and onboarding of direct care team members. The CEM builds a caseload from their desk focused on consistently delivering expected services, as demonstrated by their ability to meet or exceed all established metrics.

Hiring Requirements

• Bachelor's degree required or equivalent work experience.
• Self-motivated and proven ability to deliver on expected results.
• Proven track record of assuming additional responsibilities.
• Minimum of 2 years sales/service experience in fast-paced environment desired.
• Proven customer service experience.
• Demonstrates a systematic approach to completing projects/tasks in a timely and organized manner.
• Demonstrates the ability to collaborate with team members and clients every day.
• Experience solving problems and building relationships while navigating difficult situations.
• Demonstrates success in building relationships with a broad range of people.
• Experience recruiting/hiring candidates desired.
• Dynamic interpersonal and communication skills.
• Proficient with MS Office (Word, Excel, Outlook, PowerPoint) and other systems.

Essential Responsibilities

• Communicates staffing needs to the Talent Acquisition Team in a timely manner.
• Seeks and engages in opportunities to attract direct care team members; sourcing, employee referrals, local job fairs, etc. to successfully fill the needs of open cases.
• Utilizes Thrive SPC's applicant tracking system for candidate management.
• Works with Talent Acquisition Team to schedule interviews. Interviews and hires direct care team members.
• Engages with candidate through onboarding process to maintain relationship.
• Assists the Onboarding Specialist, when necessary, with any onboarding requirements.
• Coordinates the opening of new referrals in conjunction with the admitting clinician.
• Utilizes strategic staffing methods to optimize the care coverage for all patients and direct care team members, including communication of all schedule changes, ensuring patients are staffed to meet the patient/guardian's needs with an appropriately skilled clinician, and within insurance authorization.
• Responsible to manage utilization of direct care team members based on patient needs as well as the desired hours of the direct care team member.
• Prepares and distributes the patient/direct care team member schedule. Performs initial review of schedules for productivity/geographic issues.
• Completes daily and weekly pre-bill audits to ensure proper payor utilization and appropriate staffing per payor authorizations, and processes payroll.
• Responsible for performance management of direct team members, including annual performance reviews.
• Retain and engage direct care team members by creating an employer of choice experience.
• Proactively communicates with clients and direct care team members to discuss needs and/or concerns. Documents communications per Thrive SPC's SOP.
• Informs location director or designee of emergency or problem situations, especially clinical, safety, or compliance concerns.
• Manages the annual recredentialing process.
• Process all transactions related to employee status changes and terminations.
• Responsible to ensure personal files are up to date and accurate for direct care team members.
• Distribute and compile satisfaction surveys sent to clients, physician, and employees.
• Maintain appropriate level of location/office supplies and order as needed.
• Conduct home and/or hospital visits with Clinical Supervisors and or Area Manager as needed.
• Completes location reports as needed.
• Navigate Thrive SPC's EMR system in a proficient and effective manner.
• Participates in on-call rotation/after-hours support.
• Assists with all incoming calls; taking messages, routing appropriately, and addressing client/direct care team member needs as per Thrive SPC Policy and Procedure manual.
• All other duties as assigned.

Knowledge and Skills

• Self-starter willing to take on additional responsibilities without being asked.
• Ability to influence others.
• Outstanding communication skills, communicates relentlessly.
• Strong customer service and negotiations skills.
• Ability to handle day to day pressures with poise.
• Embraces change.
• Proven time-management skills.
• Ability to be flexible and nimble on a day-to-day basis.
• Ability to problem solve and think creatively to meet the scheduling needs of our patients.
• Wired to treat people with respect.
• Focuses is on the greater good of the patients, team, and organization.
• Ability to learn new systems and concepts quickly.
• Demonstrated ability to handle confidential information in a professional manner.
• Acute attention to detail.

Core Competencies

• Embraces Healthy Organization culture and lives and promotes Thrive SPC's Core Values.
• Highly motivated, results driven, and able to develop and build strong, lasting professional relationships.
• Dependable, reliable, and takes initiative to strive for excellence and for results.
• Committed to creating and delivering exceptional customer service.
• Able to influence effectively.
• Adept at multi-tasking, prioritizing workload, and adapting to changing priorities at a moment's notice.
• Demonstrates kindness, consideration, and courtesy to others.
• Promotes teamwork and collaboration.
• Desire to grow and learn. Willing to consider advancement opportunities that require relocating.
• Positively contributes to the achievement of Thrive SPC goals.
• Able to problem solve by making effective decisions.
• Understands and is committed to maintaining confidentiality and adhering to HIPAA regulations.
• Adept at multi-tasking, prioritizing workload, and willing to be flexible and change priorities at a moment's notice.
• Understands and is committed to maintaining confidentiality and adhering to HIPAA regulations.

Travel Requirements

• Occasional travel to other local Thrive SPC office locations, patient homes, and referral sources. Travel for meetings and trainings as needed.

Essential Physical Demands

The physical demands of this job require constant visual and auditory requirements and sitting, keying, and mouse input, occasional standing, walking, simple grasping, bending, squatting, kneeling, writing, pushing, pulling, reaching above and below the shoulder level. Position requires occasional lifting demands of up to 5 pounds and occasional carrying demands of up to 10 pounds up to 50 feet. Risk category II: May anticipate occasional exposure to blood and/or body fluids during the course of this job.