Client Care Coordinator - Lead Cna

Serves as secondary contact for the In Home Services inquires for service. Coordinates the schedules of workers with new and existing clients. Provides administrative and clerical support that promotes smooth, efficient operational functions. In addition, the staff member is responsible to provide support services for seniors in their homes. They also provide services, which maintain a client’s quality of living, improve health and well-being, and promote progress toward independence. Functions as a resource for the monitoring and documentation of client’s health and well-being.

This position is accountable to Director of In-Home Services.

ESSENTIAL JOB FUNCTIONS:

• Assist In-Home Services Director in client relations function by answering incoming phone calls and/or returning calls to clients, client families, outreach workers, referral sources etc. in a manner that meets program standards and philosophy regarding customer service.
• Client coordination and continuity of care. Start visits with new clients if staff are not available. Once staff are available transition and train staff with new client. Requires 40%-60% in the field providing direct care and training of Supportive Home Care Aides. a. Provide personal care to clients according to the care plan and as scheduled and assigned by Director. b. Assist with non-medical supportive care to include light, dietary needs including cooking tasks, travel to accomplish errands such as grocery shopping for their clients. c. Observe for changes in patient’s condition, both physical and emotional, and report changes or concerns to Director immediately.
• Maintain a calm, composed attitude with compassion and empathy, while maintaining appropriate boundaries.
• Provide on call coverage in rotation with In- Home Services Director. Fill in for client visits as needed when the regular field staff are ill and/or on leave. May require weekend and evening fill in coverage as needed.
• Ensure field staff and client schedules are completed by the first of every month and following up with field staff to make sure their schedules are correct.
• Updating of schedules as needed, including copying/notifying all appropriate internal and external parties when changes occur.
• Responsible for creating and monitoring new hire trainings and serving as a peer mentor.
• Attend in-services and trainings as scheduled. Report to all assignments on-time and communicate delays to avoid dissatisfaction in responsiveness to care needs.
• Provide other services as assigned or required.

QUALIFICATIONS:

• Commitment to quality programs and services for all clients.
• Excellent communication and human relation skills.
• Ability to relate well to the clients, families, staff, churches and the community in general.
• Ability to maintain and protect the confidentiality of information.
• Ability to exercise independent judgement, make sound decisions and exhibit flexibility when needed.
• Ability to work independently.
• Ability to organize tasks and manage multiple tasks as once.
• Ability to follow written and verbal instructions.
• Tolerant of interruptions and willingness to be flexible with daily schedule.
• Must have a valid driver’s license and a good driving record with reliable transportation, including auto insurance with Marquardt minimum coverage requirements.

EXPERIENCE AND TRAINING:

• High School Diploma or equivalent, CNA certification or previous training preferred.
• Experience working with older adults in a service capacity.
• Minimum of one-year experience performing administrative tasks (scheduling, phone calls, customer service, etc.) required. Experience in a health care or human services setting preferred.

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