Care Designer

Care Designer Job Description

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 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. 

If you love people and have a passion for making a difference, then this is the job for you!

As a Care Designer you are responsible for the day to day operations related to driving business results through converting Care Consultations and the ongoing client care experience. You support the client and the client’s family, ensuring that the care is always up-to-date and that there is a perfect caregiver/client match. You are someone that is available to answer any client care questions or caregiver support. You may at times step in as a caregiver. You will drive growth through the following main duties and responsibilities: 

Consultation Conversion:

• Conducts Caring Consults, assesses Clients with respect to physical, emotional and environmental needs and advises on Client care; achieves conversion goal of 90%

• Drives business interest by engaging in relationships with community leaders and professional organizations to establish long term relationships that will translate into word of mouth and professional referrals

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

• Acts as advisor in Caring Consult to ensure that Client and Client contacts have all information required

Client Care Deliver 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 of 9 or higher

• Develops appropriate and individualized care plans and updates as required

• Educates clients on self-care and evaluates client response to care provided

• Monitors risk issues and analyzes trends, adapts care as needed

• Coordinates care, implementing clinical solutions, and evaluates client outcomes based on client goals

• May need to step in as a caregiver if needed

People Leadership:

• Drives results through leading your 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 our Caregivers are doing whatever it takes to bring peace of mind to our clients and their families

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

• Manages the education function to support a continuous learning environment and staff utilization of learning opportunities. This includes 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 a Net Promoter Score of 9 or higher

Scheduling Collaboration:

• Hands off accurate and timely client & employee files to the Care Services (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, Caregiver assignments

• Responsible for ensuring 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; manages performance of Caregiver

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

Administration:

• Maintains excellent documentation practices, specifically, complete and accurate care plans, employee files (skills & qualifications), 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 & personnel records to meet employee, organization and statutory requirements and entitlements

• Conducts record audits on a quarterly basis to ensure accuracy and up to date information

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

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

Availability:

• Flexibility is required

• Full time

• On-call evenings and weekends in collaboration with team members

Business Relationships:

• Reports to the company CEO as your leader

• Leads and manages the Caregiving team

• Works closely in partnership with the company managerial team and Care Services Center

• Works with other agencies and promote good community relations and attends marketing events and activities

Key Metrics:

• Consultation Conversion

• Driving Revenue

• NPS; Client and Caregiver Score of 10

Qualifications:

Education Requirements:

• Bachelor’s Degree in Nursing, Social Sciences, or related field preferred not required

• CNA or CMA Certificate

• CPR and First Aid Certification is required

Experience Requirements:

• Caregiving experience is an asset

• Nursing background is considered an asset

• Managerial experience of at least 5 years

Administrative Requirements:

• Demonstrated experience setting and achieving goals

• Fingerprint Card required

• Customer service and leadership background considered an asset

• Negative TB test (updated every 5 years for continued employment)

• Strong computer skills, proficient in G-Suite: Gmail, drive, docs, calendar

• Exceptional written and verbal communication skills

• Intentional organization, planning, time management and multitasking skills

• Insured Vehicle, valid driver’s license, and clean driving record

Personality Requirements:

• Caring nature with a passion for people

• Able to get along with multiple types personalities

• Detailed and organized

• Able to multitask and operate under pressure

• Outgoing and friendly personality

• Focused and a go getter attitude