Client Service Manager

Care Coordinator Position

The Care Coordinator position is designed to oversee the clients and caregivers for a geographically assigned territory. Responsibilities include ensuring clients receive quality care in line with Amana Care's mission and vision. The Care Coordinator role is also responsible for the management, training, and development of caregivers from the time of hire throughout their career with the agency.

The Care Coordinator must possess excellent organizational skills, strong communication abilities, and a compassionate, client-centered mindset. This role requires a proactive approach to problem-solving, attention to detail, and a commitment to upholding Amana Care's mission, vision, and values.

Caregiver Supervision and Development

• Oversee all in-home caregivers within a territory from their first day in the field throughout the duration of their career with Amana Care.
• Ensure caregivers are trained in and compliant with EVV (Electronic Visit Verification) rules and regulations.
• Prior to their first solo shift, ensure new caregivers are properly oriented to clients and are provided in-person training on incident reporting, client ADLs, and code of conduct before their first in person shift.
• Evaluate caregiver performance regularly and provide coaching as needed. Formal performance reviews should be conducted as follows:
• Competency checks at 30/60/90/120 days
• Performance evaluations at 1 year and every year thereafter
• Perform monthly one on one meetings with all caregivers within a territory, including family caregivers. Ensure actionable items discussed during these meetings are addressed promptly.
• Assist in resolving any issues that come up during Employee Satisfaction Survey calls (or otherwise arise) and reports feedback to the Director of Care Coordination (DCC) and Administrator as needed. Follows up with the caregiver(s) to ensure all issues have been resolved satisfactorily.
• Review staff absences/tardiness, performance issues and EVV errors daily and address caregivers as appropriate. Provide coaching and/or disciplinary measures in a timely manner and within company expectations.
• When needed, may perform caregiver duties for shifts unable to be filled by other staff. Documentation for care hour shifts is to be completed accurately and on time. Missed punches are kept at zero and all shifts include documentation of completed ADLs and client signatures.
• Demonstrate all competencies from the Caregiver Position Description.

Client Satisfaction and Care Plan Management

• Oversee all clients within a territory from the time of onboarding throughout the duration of their time with Amana Care.
• Meet with new leads in-person and in their homes to determine if they are the right fit for our services. If they are, collaborate with Scheduling and Marketing to get the Lead converted to a client. Ensure all forms (in-person consultation, service agreement, etc) are completed thoroughly and correctly.
• Work with caregivers and clients to determine how best to implement and sustain Care
  360 activities within the given schedule for each client. Monitors Care Vision daily to acknowledge all Care
  360 activities and document the completion of these activities.
• Perform quarterly and impromptu supervisory visits in the homes of clients to ensure the required cares are being completed to their satisfaction. Uses these visits to ensure caregivers are on task, ADLs are completed and Care
  360 needs are being addressed.
• Report any incidents involving clients or staff health/safety to the appropriate parties within the agency and to the appropriate parties outside of the agency in a timely manner. Depending on the severity of the incident, this could include family members, Director of Care Coordination, Law Enforcement or collaborative response to APS in the event a report is filed. Assists in the resolution of these issues.

Reporting and Analysis

• Provide weekly updates to the Director of Care Coordinator regarding progress toward goals, and performance on KPIs.
• Review Care Notes daily to ensure caregivers are documented properly and all potential issues are addressed. Coaches' caregivers on how and what to document. Including incidents, client concerns, mileage, ADL notes, etc.
• Use Axiscare for documentation of hours worked and mileage. Documentation for office hours and supervisory shifts are logged in Axis Care with accurate times and detailed notes before 9am the following Monday.
• Provide a report to the DCC on the final Thursday of each month that lists which clients have received a supervisory visit. By the end of each quarter, your report should reflect all current clients who have received a supervisory visit from you.
• Provide weekly reports to your DCC on the following:
• Shadowing/Training shifts for all new hires
• Care
  360 activities for each client
• Performance issues, EVV noncompliance violations for all staff in your territory

Professional Conduct and Company Standards

• Report to work on time and as scheduled,…