The Client Care Coordinator/RPN is responsible for providing the highest level of quality service to all clients and family members that relate to client care, including Care Consultations with potential clients and family members, client/CAREGiver introductions, and Quality Assurance visits with existing clients. They use sales skills to determine each client's initial needs and provide solutions in the form of a tailored plan of care. They continuously evaluate the plan through a series of ongoing communications and visits to ensure high quality care, client satisfaction, and ultimately client retention. In addition, the Client Care Coordinator will work hand-in-hand with the team to ensure a positive, cohesive and supportive environment for all Key Players.
Primary Responsibilities:
Build trust by reflecting the Brand Promise of our Ottawa Region. Travel in all areas of exclusive territory and prioritizing where support is required most. Meet with potential clients and family members providing a Care Consultation to discuss their needs and provide solutions in the form of a plan of care.
We will deliver, without exception, on every commitment we make to you and your loved ones. To us, it's personal.
Reflect our Guiding Principles in every encounter to allow us to exceed every expectation of our CAREGivers & clients:
Develop relationships with referral providers in residences where our clients and potential clients reside (retirement, LTC, hospice, hospital)
Perform all phases of consultative sales process, including preparation and documentation, with all Care Consultations and Quality Assurance visits to ensure your confidence in your recommendation of appropriate Home Instead services and additional community resources
Maintain and nurture existing referral accounts, including follow-up, as necessary.
Travel in all areas of exclusive territory, prioritizing where support is required most
Adhere to all procedures, specifically Care Consultations, Monitoring & Measurement of Service - Quality Assurance, Petty Cash Management, First Visit, and Service Complaints, as mandated by our Quality Management System
Ensure the needs of the client, family, employee, and company are consistently being met
Meet with potential clients and family members to discuss their needs and provide solutions in the form of a plan of care
Work with other team members to coordinate various aspects of a client's care
Complete Care Consultations for clients, prepare the care plan, and enter and maintain client records in our operating system
Conduct client/CAREGiver introductions with every new client
Develop a Quality Assurance frequency plan which will be approved by the General Manager
Execute the Quality Assurance frequency plan to ensure each client has QA visits and calls as per the plan
Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through Quality Assurance visits
Demonstrate open and effective communication with the General Manager, colleagues, and CAREGivers
Meet weekly for team meetings and client care meetings, where previous weeks' Care Consultations and Quality Assurance visits will be discussed, and critical numbers will be reported out on
Participate in CAREGiver retention programs and coordinate CAREGiver of the month recognition
Work independently, maintain confidentiality of information and meet deadlines
Demonstrate consistent logic, rationality, objectivity, and common sense in decision making while anticipating the consequences of decisions. Discern when there is a need for quick decisions or more thorough assessments
Generate new and creative approaches to problems
Days of work will be Monday-Friday and include one Saturday per month
Hours of work will be 8:30am-5:00pm, plus evenings as required to complete Care Consultations
Must have a valid driver's license and car, KM will be paid for all travel
Other duties as assigned by the General Manager
Report directly to the General Manager
Thank you for your interest in this position. We will be asking all candidates to fill out an assessment before the first interview. #INDO
Job Type: Full-time
Pay: From $50,000.00 per year
Additional pay:
Bonus pay
Benefits:
Company events
Company pension
Dental care
Extended health care
On-site parking
Paid time off
RRSP match
Vision care
Flexible language requirement:
French not required
Schedule:
8 hour shift
Monday to Friday
Weekends as needed
Licence/Certification:
Driving Licence (required)
Work Location: In person
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