Care Concierge Manager

WHY CHOOSE US?

Join a team committed to advocating for dignified, personalized in-home care, enriching lives one client, one caregiver, and one community at a time. At Right at Home East Bay, our mission is incredibly rewarding, with over 1.6 billion seniors worldwide by 2050. We're dedicated to empowering seniors and adults with disabilities to remain in their homes, guided by our values and the concept of "double bottom-line" success.

WHO ARE WE?

Right at Home East Bay serves Contra Costa, Alameda, and San Joaquin counties, spanning 17 cities, including Walnut Creek, Danville, Pleasanton, Concord, Livermore, Orinda, and Tracy. As part of the Right at Home network, founded in 1995, we're a leading provider of in-home care globally, delivering over 280 million hours of care to our clients. Right at Home’s mission is simple … to improve the quality of life for those we serve.

JOB SUMMARY

The Care Concierge Manager plays a pivotal role in ensuring client satisfaction and maintaining strong relationships. This position is responsible for developing and managing client care plans, coordinating client schedules with caregiver availability, and ensuring the proper caregiver and client match. The Care Concierge Manager serves as a primary point of contact for clients and caregivers, providing support and assistance throughout the care journey. This role ensures that all referrals are received in an accurate, detailed manner and are properly handled. The role performs various supervisory activities for scheduling appropriate caregivers to clients; timecard processing, where necessary; and monitoring of telephony system and other payroll responsibilities as needed. Performs other office coordination duties. Maintains a positive demeanor at all times and is able to effectively multitask in a high-functioning office environment.

YOU ARE A GREAT FIT IF YOU HAVE THESE COMPETENCIES:

COMMUNICATION

• Answers telephone, and takes inquiries or messages in an upbeat, professional manner.

• Conducts client and family consultations and draws out client and family needs, routines and preferences related to their care plan.

• Communicate care plans effectively with clients, families, and caregivers, ensuring everyone has the information they need for an extraordinary client experience.

SCHEDULING AND COORDINATION

• Coordinate client schedules with caregiver availability, ensuring proper caregiver and client matches.

• Schedule and coordinate day-to-day activities of caregivers, maximizing efficiency and cost-effectiveness in daily activities.

• Perform payroll duties, including verifying time sheets, updating telephony records, and computer input for payroll processing.

CUSTOMER FOCUS

• Manage the Client Satisfaction program, identifying opportunities to improve the client experience.

• Conduct client quality calls and provide follow-up to address concerns or inquiries from family members, caregivers, and others.

• Serve as a liaison between clients, caregivers, and the office team to ensure seamless communication and coordination.

LISTENING

• Actively listen to and communicate with clients, family members, care partners, and referral sources to ensure the highest quality of service is being provided.

• Acknowledge, manage, and investigate client and/or family complaints, offering solutions and support as needed.

ADAPTABILITY

• Assists with sales, marketing and public relations efforts.

DECISION MAKING/JUDGMENT

• Maintain calm and offer sound guidance during emergencies, completing home safety checks as necessary.

• Help families understand how changes in condition affect the care needs of their loved ones, ensuring a good client and caregiver match.

• Participate in caregiver performance reviews, terminations, probations, and job counseling in compliance with agency policies.

ORGANIZATION

• Schedules and coordinates day-to-day activities of caregivers. Performs payroll duties including verifying time sheets, updating telephony records, and computer input for payroll processing.

• Maintain complete, accurate, and timely client records, ensuring compliance with applicable laws and regulations. Routinely contact clients regarding accounts receivable and maintain compliance with agency policies and procedures.

• Maintains documentation of associate work records in Wellsky/ClearCare and ensures current and complete personnel records for all home care associates.

STRESS MANAGEMENT

• Performs on-call coordinator duties as needed.

• Maintains professionalism in all interactions.

• Ability to multitask in a high-functioning office environment.

LIKABILITY

• Interviews, screens and tests all applicants, and provides a positive candidate experience.

• Assists with recruiting, associate hiring, orientations, in-services, disciplinary actions, etc.

• Serves as a team player within an office environment.

• Ability to relate to clients and care staff in a way that is sensitive to the unique needs of the individual.

RESOURCEFULNESS

• Seek out opportunities to improve the client experience, going beyond the call of duty to surpass barriers and re-stimulate projects related to client care.

• Perform other general office and clerical functions and duties as assigned.

EDUCATION / SKILLS / ABILITIES / AVAILABILITY

• High school graduate or equivalent with two years of business experience.

• Basic office and computer skills, including proficiency in Microsoft Office applications.

• Preferred proficiency in agency management software such as Wellsky/ClearCare.

• Excellent interpersonal relations abilities. Excellent telephone skills.

• Knowledge of common medical terminology.

• Able to work independently, demonstrating sound judgment.

• Read, write, speak and understand English as needed for the job.

• Valid driver's license, insured automobile, and availability for on-call duty outside of normal office hours, as required.

PERKS, WORK ENVIRONMENT, AND CULTURE

Join our dynamic team in our Pleasanton office and enjoy a competitive salary with the potential for bonuses, world-class paid training, paid time off, and professional development opportunities. You'll also receive recognition for your work, participate in celebratory events, and thrive in a supportive team environment. This is an in-office position, allowing you to collaborate closely with colleagues and contribute to the vibrant culture at Right at Home East Bay.

COMPENSATION

$21-$25 an hour, or potential salaried compensation for exceptional candidates. At Right at Home East Bay, we believe in rewarding talent and dedication, and we're committed to providing compensation that reflects the value you bring to our team.