An exciting opportunity to work in the long term care industry, interacting with the elderly, and the professionals who serve them. Represent the #1 national provider of home care services and have the potential to earn significant performance based incentives

Home Instead®

Client Care Manager Job Description

Solicitude, Inc. d/b/a Home Instead

Objective

The Client Care Manager is responsible for successfully directing and coordinating all activities associated with the care of potential and existing clients. The Client Care Manager works with newly established clients and their families and health care professionals to develop an appropriate plan of care. The CCM coordinates with the client care team to ensure assigned caregivers are familiarized with the plan of care and introduced to the clients at the point of service. The CCM coordinates case load with the RN Care Manager and to ensure each client and family has an assigned primary point of contact with the care team and is receiving ongoing case management oversight throughout their tenure as a client of Home Instead. To this end, the CCM conducts periodic home visits to insure quality care is being provided and assess any change of condition or service needs as appropriate.

Primary Responsibilities

• Reflect the core values of Solicitude, Inc., d.b.a. an independently owned and operated Home Instead franchise.
• Provide leadership and management of the client services departments which affect profitability and achievement of the operational goals. Manage outcomes of department activities and direct changes that will drive achievement of operational goals.
• Conduct Care Consultations with prospective clients and their families
• Execute the Quality Assurance program according to the prescribed client visitation frequency for each client in order to accurately identify any significant change in condition, and coordinate and communicate any resultant changes to the plan of care with the client, their family or primary decision-maker, and the CAREGivers that serve them.
• Collaborate with staffing coordinators to ensure appropriate matching of caregivers to clients, and facilitate the introduction of newly assigned staff to client cases.
• Adhere to all company policies, procedures and business ethics codes and ensure that they are implemented and communicated to all employees.
  
  

Secondary Responsibilities

• Develop and maintain positive and professional relationships with referral sources in the community as a secondary function of coordinating care services.
• Maintain and establish strong relationships with neighboring franchise colleagues.
• Maintain and establish strong relationships with the Home Instead, Inc. Business Performance team.
• Perform any and all other functions and responsibilities deemed necessary for the successful operation of a Home Instead franchise office.
  
  

Critical Numbers

• Achieve 90% closing rate of qualified client consultations for new service as scheduled by Home Care consultant and Community Liaison (see Key Performance Indicator/Operations scorecard) and report them each month to the Home Instead franchise owner.
• Ensure Administrative Staff Introduction or CAREGiver Cross-training for 100% of new relationships between CAREGivers and Clients
• Maintain and grow the average service hours per client per month by identifying need/opportunity for additional service (with consideration of HISC Scope limitations) through QA program and advocating for such with Client or relevant decision makers
  
  

Education/Experience Requirements

• Bachelors Degree or four to ten years of related experience in long term care case management or an equivalent combination of education and work experience may be considered Must possess a valid driver’s license
  
  

Supervisory Responsibilities

• Responsible for managing the relationship between Company and assigned case load of clientele and related family, decision-makers.
  
  

Knowledge, Skills And Abilities

• Must have an understanding of and uphold the policies and procedures established Solicitude, Inc. d.b.a. an independently owned and operated Home Instead franchise
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Must have the ability to demonstrate effective interpersonal skills is essential as well as sound judgment and good decision-making
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work
• Must have the ability to establish good working relationships with office colleagues, the franchise owner, clients and the community
• Must have the ability to present a professional appearance and demeanor
• Must have the ability to operate office equipment
• Must have computer skills and be proficient in Word and Excel
• Must be able to navigate Milwaukee county and spend up to 50% of time out of office at appointments in the field
• Must have knowledge of the senior-care industry
• Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone
• Must be patient and congenial on the telephone
• Must be able to perform duties in a professional office setting