JOB SUMMARY

The Care Coordinator is responsible for developing and managing the client care plan; creating extraordinary client experiences; and communicating with client, families, care partners and referral sources. Plays an integral role in interfacing with clients and families to ensure safe, appropriate, and meaningful care is provided. Serves as a mentor to caregivers and supports their care delivery. Maintains a calm, positive demeanor at all times and is able to effectively multitask in a high functioning office environment. The core competencies for a Care Coordinator are Verbal Communication, Likeability, Customer Focus, Decision Making/Judgment, Organization, Passion, Listening, Resourcefulness, and Conflict Management.

ESSENTIAL FUNCTIONS

VERBAL COMMUNICATION

· Conducts client and family consultations and draws out client and family needs, routines and preferences related to their care plan.

· Effectively communicates care plan with clients, families and caregivers.

· Ensures clients, families, office staff and care partners have the information they need to create an extraordinary client experience.

CUSTOMER FOCUS

· Manages Client Satisfaction program.

· Identifies and reports opportunities to improve the client experience.

· Supports on-call supervisor as needed, but on a limited basis.

· Conducts client quality calls and provides follow-up as needed to family members, caregivers and others.

LISTENING

· Actively listens to, and communicates with, new and existing clients, family members, care partners and referral sources to ensure the highest quality of service is being provided.

· Acknowledges, manages and investigates client and/or family complaints.

DECISION MAKING/JUDGMENT

· Maintains calm and offers sound guidance during emergencies.

· Completes home safety checks.

· Helps families understand how changes in condition affect the care needs of their loved one.

· Ensures a good client and caregiver match.

· Conducts caregiver Supervisory Visits.

· Participates, through direct communication with caregivers, in caregiver performance reviews, terminations, probations and job counseling in compliance with agency policies.

ORGANIZATION

· Maintains complete, accurate and timely client records in ClearCare.

· Routinely contacts clients regarding accounts receivable, on an as-needed basis.

· Maintains compliance with applicable laws and regulations and agency policies and procedures.

· Implements corrective action in response to reports or complaints from regulatory agencies.

PASSION

· Educates clients, families, referral sources and care partners on the importance and power of person-centered care.

· Represents agency in the community and conducts in-services.

· Exhibits enthusiasm, charisma, excitement and a positive “can do” attitude toward creating an extraordinary client experience.

LIKEABILITY

· Conducts client introductory and supplemental visits on an as-needed basis.

· Mentors caregivers and positively communicates opportunities to improve the client experience.

· Minimizes caregiver turnover through effective mentoring, relationship building and communication skills with assigned caregivers.

CONFLICT MANAGEMENT

· Understands natural sources of conflict related to care within families, and then acts to prevent or soften the conflict.

· When a conflict emerges, effectively works through the conflict to its optimum outcome.

· Does not suppress, ignore or deny conflict, but seeks to serve as a mediator.

RESOURCEFULNESS

· Seeks out and seizes opportunities, goes beyond the “call of duty,” and passionately finds ways to surpass barriers to improve the client experience.

· Takes proactive action to re-stimulate and improve projects related to the client experience.

· Other general office and clerical functions.

· Other duties assigned by Operations Manager.

EDUCATION / SKILLS / ABILITIES / AVAILABILITY

• High school graduate or equivalent with two years of business experience.

• Basic office and computer skills and organizational abilities. Excellent interpersonal relations abilities. Excellent telephone skills.

• Have a valid driver’s license and use of insured automobile.

• Knowledge of common medical terminology.

• Able to work independently, demonstrating sound judgment.

• Read, write, speak and understand English as needed for the job.

• Be available as required for on-call duty outside of normal office hours.

WORKING ENVIRONMENT

· Works primarily out of the local office.

Compensation: $18.00 - $18.00 per hour

Right at Home’s mission is simple...to improve the quality of life for those we serve. We accomplish this by providing the Right Care, and we deliver this brand promise each and every day around the world. However, we couldn’t do it without having the Right People. Our care teams are passionate about serving our clients and are committed to providing the personal care and attention of a friend, whenever and wherever it is needed.

That’s where you come in. At Right at Home, we help ordinary people who have a passion to serve others become extraordinary care team members. We seek to find people who are compassionate, empathetic, reliable, determined and are focused on improving the quality of life for others.

To our care team members, we commit to deliver the following experiences when you partner with Right at Home:

We promise to help you become the best you can be. We will equip you as a professional by providing best in class training and investing in your professional development.
We promise to coach you to success. We’re always available to support you and offer you tips to be the best at delivering care to clients.
We promise to keep the lines of communication open. We will listen to your ideas and suggestions as you are critical to our success in providing the best possible care to clients. We will provide you timely information and feedback about the care you provide to clients.
We promise to celebrate your success. We will appreciate the work you do, recognize above and beyond efforts, and reward you with competitive pay.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Right at Home Franchising Corporate.

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