Job_Description_Client_Care_Manager_v3.txt

Job Description
Job Title:
	Client Care Manager
	

Home Care Assistance (Montreal) Inc., one of the fastest growing home care agencies specializing in senior care, is looking to hire a Client Care Manager.


Job Purpose or Summary:
The Client Care Manager (CCM) is a key point of contact for clients. The primary responsibility is ensuring the quality of ongoing care.  The CCM will oversee all care plans, ensure proper oversight and represent Home Care Assistance with clients and stakeholders as well as referral partners in the community.
Essential Duties and responsibilities:
1. Client Care
   1. Speaking with prospective clients during the intake process, explaining our services, differentiators and scheduling assessments
   2. Conducting assessments with prospective clients, gaining an understanding of their needs, addressing their questions and concerns, building relationships with their families and converting them into our clients
   3. Providing active care management for our clients to include regular home visits, management of our care plans and support for our clients’ needs
   4. Ensuring that our caregivers are adequately trained to deliver client care as outlined in the care plan
   5. Providing extra support for new client cases, including home visits within the first two weeks of service, to ensure complete client satisfaction
   6. Working with the Staffing Team to ensure high quality service delivery and ongoing client satisfaction
   7. Overseeing the evolution of client needs and ensuring care team is implementing the updated care plan
   8. Providing after-hours support for our clients, referral partners and prospective clients when  needed
2. Network Marketing 
   1. Actively follow-up with potential and active contacts in your community
   2. Build relationships with referral partners
   3. Maintain a record of interactions in CRM software
   4. Represent Home Care Assistance at local industry and community events
   5. Manage special campaigns
3. Operations
   1. Participate in caregiver training and orientation
   2. Maintain employee morale and oversee employee processes through phone and in-person communications
   3. Ensure compliance with Home Care Assistance policies and procedures and documentation 
Knowledge and Skill Requirements:
* Bachelor’s degree in social services, gerontology, health and human services, or related field.
* Master’s degree in social work or related field, a plus
* Two years’ experience in social work, geriatrics and/or care management 
* Ability to interface effectively and professionally with client committee, including family, physicians, attorneys, etc.
* Ability to work in a team environment
* Excellent written and verbal communication skills
* Fluently bilingual - French / English




Rev 11/2016