Client Care Coordinator/Burnsville Office Manager

AMADA Senior Care Twin Cities

POSITION: Soutwest Client Care Coordinator

DEPARTMENT: Administration

SUPERVISOR: Owner/President

Primary Purpose:

This position is primarily responsible for, but not limited to, all end-to-end activities related to the successful support of office activities which serve our home care caregivers. The position is responsible for recruitment and processing incoming caregivers, managing the relationship with walk ins, promoting an optimal and efficient on-boarding process, and supporting the Lead Recruiter, Lead Scheduler, and general office duties. In addition, this position will support management with delivery of hiring records, handling activities that drive caregiver job satisfaction and retention and perform other administrative duties as defined or required by the Lead Recruiter, Office Manager and/or Owner. A critical component of this role is to demonstrate the agency’s culture of compassion, accountability, and results by displaying the highest standards of integrity, superb follow-through, consistency, and first-rate customer service.

Essential Job Functions & Tasks: This Job Description is not an exhaustive list of all skills, responsibilities, or efforts associated with a job. They reflect principal job elements essential for performing the job and evaluating performance. Other duties may be assigned.

New client intake and communication

• Return overflow inquiries for home care and senior services in a timely manner.
• Meet with and provide information to perspective clients.
• Schedule initial intake meetings with clients, families, and their representatives
• Complete initial intake paperwork and enter client records in AxisCare
• Prepare, record, submit and maintain accurate and timely correspondence and paperwork regarding client data, billing information, and assessment/evaluations – coordination with RN and other office staff.
• Keep accurate records and new client numbers to report at weekly staff meeting
• Communicates and documents client data to staff as needed
• Make recommendations for financial, social, and personal needs of the clients and staff
• Be receptive to clients’ questions, comments, complaints, and service requests taking prompt corrective action. Directs problems to supervisor as needed.
• Take appropriate action in case of emergency.
• Inform clients of rights, responsibilities, policies and procedures
• Communicate with RN supervisor and assure RN assessments completed for comprehensive clients and LTC Insurance policy holders
• Assign responsibility for ongoing Client Care coordination and scheduling once deposit is collected and a start date is set.

Share responsibilities in all aspects of marketing and customer service

• Establish and maintain good working relationships with the surrounding community, social service and county agencies.

· Place ads and monitor applications

· Ensures the accuracy of public information materials and activities.

· Actively promotes all agency programs and services.

· Participates in coordinating agency programs with other community agencies and strategic partnerships.

Provide Client/Caregiver services support.

• Support the efforts and activities of the clients, client meetings and other client groups.

· Recommend changes, improvements, new services and policies, etc. to supervisor as are appropriate to ensure optimal, high-quality operations.

• Respond to a wide variety of client and family requests, needs, and situations and provide resources and options.
• Monitor as required – 90-day client, annual caregiver reviews.
• Client and Caregiver Satisfaction reports and requests.
• Renewal of Certification or licensing for all staff, as needed.

Provide all services support.

· Plans, organizes, and directs the daily operations of the Northeast Office

· Arranges for professional and non-professional services.

· Ensures the hiring process is structured to assure appropriately trained staff.

· Ensures the presence of an alternate to act in the absence of the manager.

· Assumes responsibility for the development and implementation of policies, procedures, services, and quality assurance.

· Reviews and approves all policies and procedures related to safe and adequate patient care and operation of the Home Care agency.

· Develops and maintains records and reporting systems that provide for proper service control and measurement of program outcomes.

· Promotes effective Home Care services in compliance with agency philosophy, policy, and procedures.

· Serves as liaison and promotes communication between staff and agency administration.

· Ensures the client complaint process is followed and intervenes where appropriate.

· Provide on-call services after hours and weekends as needed or directed by supervisor

· Assures the availability of office staff at all hours of agency operations.

Other:

· Other roles and responsibilities needed to keep the agency operating effectively include hiring and training office staff positions.

· Morale, retention and recruiting activity for all caregiver staff.

· Raises, terminations and all conflict resolution.

· Office maintenance/troubleshooting, file maintenance, errands, supplies.

· Monitor phones daily, staff uniforms.

· Orientation presentation, online training education.

QUALIFICATIONS

· Position requires a high school diploma or GED.

· Position requires individual to be at least 18 years old

· Must have effective oral and written English communication skills

· Must be able to follow instructions

· Ability to maintain confidentiality

· Maintains current state driver’s license and has a dependable insured automobile

· Demonstrates computer literacy and able to use scheduling software

· Ability to lift, bend, and squat the level and amount determined by each job assigned

· Demonstrated self-motivation, self-direction, organizational skills, flexibility and the ability to coordinate multiple tasks

· Presents a neat appearance and positive work attitude

· Able to be working in a high stress environment

· Must be a team player

· Coordinate multiple tasks simultaneously

Job Types: Full-time, Part-time

Expected hours: No less than 20 per week

Benefits:

• Paid time off

Schedule:

• 4 hour shift
• Day shift
• Monday to Friday
• No weekends

Experience:

• Home care: 2 years (Preferred)

Work Location: In person