Nurse Program Manager

Job Description

Job Description

Position Summary

North West Home Care, Inc. is dedicated to delivering responsive, high-quality in-home caregiving services. The Program Manager & Quality Assurance Coordinator is a licensed professional who plays a key role in upholding clinical and operational standards of care, supporting our remote caregiver workforce, and ensuring seamless collaboration between client case management and office administration.

Working under the general supervision of the Company President, this individual ensures that client services are delivered in strict accordance with state guidelines, case management directives, physician orders, and company policies. The overarching goal is to help clients remain safely and independently in their homes while maintaining the highest possible quality of life.

This hybrid position combines Administrative oversight with active care management—assessing client needs, documenting findings, participating in care planning, and providing occasional nursing services. The ideal candidate thrives in a fast-paced environment, possesses a positive, solutions-oriented attitude, and models kind, compassionate listening under pressure. Comprehensive training and a supportive team structure are provided.

NWHC Full-Time Benefits (30+ hours per week)

• Bonuses 2x a year

• 401K

• Competitive Compensation that scales with your experience.

• Medical,   Dental,   Vision Insurance

• Group Life Insurance

• Holiday Pay

• Cell Phone Discount

• 24/7 Caregiver Support

• Mileage reimbursement

• And MORE

Qualifications

• Education: Graduate of an accredited school of nursing

• Licensure: Current Montana or Compact nursing license, free of disciplinary action.

• Driver’s License: Valid MT Driver’s license with a clean driving record.

• Experience: One or more years of supervisory experience preferred.

• Technology Proficiency: Strong proficiency with mobile applications, MS Office™, email, and database/electronic care log systems.

• Regulatory Knowledge: Working knowledge of State CFC/PAS program guidelines, Medicaid Waiver, VA, Private Pay, and Skilled Nursing authorizations (must be fully established within 3 months of employment).

• Core Skills: Strong information-gathering, analytical, and problem-solving abilities; effective communication skills, including active listening, providing constructive feedback, and customer service.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Client & Case Management

• Respond to client referrals, evaluate care requirements, conduct environmental assessments, and manage client intakes.

• Formulate, implement, and routinely evaluate customized strategies of care to promote, maintain, or restore optimal client health throughout the life process.

• Provide direct nursing services on occasion, operating within the scope of physician orders, case management guides, and company protocols.

• Conduct regular follow-up visits and oversee service reauthorizations/recertifications.

• Coordinate client scheduling preferences and ensure direct alignment with staffing capabilities.

• Inform clients of shifts in policy, procedures, service delivery, or authorized care hours.

Quality Assurance, Compliance & Administration

• Implement and audit agency policies, procedures, and state/regulatory compliance requirements.

• Review, approve, and audit electronic client care logs to maintain regulatory accuracy.

• Maintain highly accurate, detailed client charts and caregiver administrative records.

• Log and report client intakes, discharges, logistical issues, and caregiver-related concerns.

• Routinely advise and update the Company President on risk situations, service delivery concerns, and safety issues.

Workforce Mentor & Training

• Directly Mentor, orient, and support Personal Care Attendants (PCAs), Certified Nursing Assistants (CNAs), and the remote caregiving workforce.

• Advise and brief caregivers on individual client medical situations and specific care plans.

• Participate in caregiver recruitment, new hire orientation, onboarding, and documentation training.

• Communicate evolving staffing needs to Operations, HR, and Recruiting to align hiring with client counts.

• Document performance-related situations, provide constructive feedback, deliver upskill training, and implement corrective interventions or solutions.

Emergency & Operations Support

• Manage high-volume client and caregiver inquiries during peak operational periods with composure and professionalism.

• Reinforce strict safety practices; investigate and respond to complaints, identified hazards, or incidents in close coordination with Human Resources.

• Troubleshoot critical system, service, or operational issues efficiently.

• Participate in the after-hours on-call rotation.

• Perform additional duties or special projects as assigned to further company operations.

Key Competencies

• Critical thinking and clinical analysis

• Conflict resolution and de-escalation

• Exceptional attention to detail

• High emotional intelligence and professional resilience

• Ability to work independently while remaining collaborative

Physical Demands & Environmental Conditions

• Physical Tasks: Frequent standing, walking, bending, hearing, seeing, touching, and smelling. Prolonged sitting in a typical office environment. Occasional lifting, pulling, pushing, crouching, stair climbing, and fine motor manipulation.

• Travel: Frequent travel between the office and client home settings, spanning up to a 75-mile distance in any direction. Must be comfortable driving in inclement weather and varied road conditions.

• Workplace Resilience: Demands regular adaptation to shifting operational priorities, supported by team check-ins and structured workflows.