Job_Description_Director_of_Client_Care.txt

Job Description

Job Purpose or Summary:

The Director of Client Care (DCC) is primarily responsible for building and maintaining referral relationships for Home Care Assistance, developing and acquiring new clients, and working closely with our team to provide high-quality services. 

Essential Duties and responsibilities:

Client Care

Speaking with prospective clients during the intake process, explaining our services, differentiators and scheduling assessments

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

Providing active care management for our clients to include regular home visits, management of our care plans and support for our clients’ needs

Ensuring that our caregivers are adequately trained to deliver client care as outlined in the care plan

Providing extra support for new client cases, including home visits within the first two weeks of service, to ensure complete client satisfaction

Working with the Staffing Team to ensure high quality service delivery and ongoing client satisfaction

Overseeing the evolution of clients need to ensure the care plan is updated as needed

Providing after-hours support for our clients, referral partners and prospective clients

Referral & Community Marketing

Building and maintaining relationships with referral sources in the community to generate brand awareness and new clients for Home Care Assistance. Ensuring the long-term satisfaction of the referral sources you work with to generate ongoing, long-term business

Building priority lists, advancing relationships, tracking your activity effectively and completing all the other necessary steps of successful referral marketing as outlined by our Business Development Process

Representing Home Care Assistance in networking groups, at events, on committees and in other community settings

Responding to prospective client inquiries and ensuring they receive the information they need in order to move forward.

Conducting assessments with prospective clients as needed, addressing their questions and concerns, building relationships with their families and converting them into long-term clients

Communicating effectively within the team to ensure that our care plans meet the clients’ needs, that stakeholders and referral sources are satisfied, and that relevant information is communicated in an effective and timely manner

Providing after-hours support for referral partners, prospective clients, and active clients

Maintaining a pulse on the strategic position of Home Care Assistance within the market, identifying new opportunities to enhance our reputation or build our referral base, helping to implement new programs and initiatives, and helping us to identify talented new additions to our local team as appropriate

Building the strength of our brand in the local market

Perform other duties as assigned

Knowledge and Skills Requirements:

Bachelor’s degree in gerontology, psychology, nursing, health and human services, or related field.

Current Registered Nurse License and Registered with the College of Alberta

Master’s degree in social work or related field, or current licensed registered nurse a plus

Two years’ experience in 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

Job Title:	Director of Client Care (Registered Nurse)