Client Services Director

Client Services Director

Description

Always Best Care Senior Services - a Non Medical In Home Care Agency in the Dallas Metroplex-is seeking a Client Services Director to manage the care of our clients. The Client Services Director will be responsible for ensuring compliance with federal, state and local regulations; promoting high standards of client care, and building an engaging and rewarding work environment for our Personal Care Attendants, Caregivers, CNAs and Companions. The ideal candidate is a caring, organized, business-minded professional in the senior in home care industry who has a record of success with staff management and customer service. The Client Services Director must have recent management in the Senior Home Care industry and proven senior care experience. If you are interested in joining our team, reply back to this exciting job opportunity with resume and a statement of why you should be hired for this position. EOE

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other duties may be assigned.

Operations

1. Manages the overall client care experience to individual clients and families, while meeting federal, state, and local regulations and the agency's quality service standards.

2. Manages case load development, networks with the clients/patients, families, social workers, doctors, director of nursing, medical centers and other health services business lines.

3. Communicates regularly with patients and families in order to describe and bring about the best care for each individual client/patient; keeps all appropriate medical partners informed of the status of agency's operations and staff functions, i.e. nursing, staffing, administration, etc.

4. Monitors client care with supervisory visits, unannounced pop-up visits, phone calls, meetings, etc. Make sure to keep updated records of medication lists, care plans, triage levels, and other client specific documentation.

5. Fosters effective teamwork among the agency's management group, and community's management team at large, to ensure high quality service and care.

6. Establishes on-going relationships with clients, families, and all appropriate parties; keeps updated on changes in federal, state, and local regulations; ensures compliance with all licensing agencies including license renewals.

7. Directs the agency's safety and loss prevention program; monitors adherence to safety rules and regulations and take remedial action when necessary.

8. Implements and participates in quality improvement programs; continuously evaluates and improve processes, systems, and work flows. Evaluates systemic problems and develops action plans to address them. Reports on results to superiors and subordinates, as appropriate.

9. Maintains and protects the confidentiality of client information at all times; enforces client rights regarding privacy, personal property, and grievances.

10. Must have experience in training and staff development.

11. Is available to all staff and clients to address specific and general complaints and concerns.

12. Coordinates with Resident Services and other Health Services departments on effective community-wide care transition processes.

13. Evaluates and expands services provided based upon client demand.

14. Must have the ability to develop systems for monitoring resident health conditions and for ensuring efficient and safe delivery of resident care.

15. Oversees scheduling process to insure efficiency and optimum consistency in care providers.

16. Implements procedures to monitor data entry to ensure the integrity and timeliness of payroll, billing, financial reports and state statistics.

17. Ensures that agency staff is available for 24/7 coverage. Ensures effective on-call system is in place.

18. May be required to provide direct client care.

Financial

1. Operates Agency according to budgetary guidelines.

2. Regularly monitors Agency performance; reviews and analyzes financial management reports; analyzes reports in a timely manner and take corrective action when necessary.

3. Trains the Agency's staff in pertinent cost control and financial management techniques and methods.

Human Resources

1. Ensures that the agency has sufficient number of qualified staff through sound recruitment, selection, retention, and termination of all employees.

2. Participates in all human resources functions including but not limited to interviewing, hiring, orientation, supervision, counseling, evaluations and staff development.

3. Establishes positive employee relations practices and a motivating work environment that encourages positive problem-solving and overall job satisfaction for employees.

4. Collaborates with Human Resources department to provide feedback on hiring practices and decisions.

5. Develops and oversees the consistent application of all Human Resources policies.

6. Ensures timely and accurate communication to all staff about issues that concern them.

7. Attends in-services and staff meetings as required.

Other Responsibilities

* Oversee and lead the Scheduling team to grow existing client accounts.
* Create and develop opportunities with existing clients maximising account and revenue growth.
* Build a pipeline of future work and ensure that the company's existing client revenue target is achieved.
* Manage tracking and reporting of performance to ensure accountability and quality of service.
* Demonstrate client service skills with the ability to maintain and extend client relationships.
* Ability to take charge of a situation when appropriate with the ability to lead and motivate others.
* Participates in administrative "on-call" responsibilities.
* May assist Administrative team with new client screenings.
* May follow up with hospitalized residents and coordinates after care with the physicians and health team members, as directed by the Community's executive team.
* Adheres to and promotes the mission and philosophy of Always Best Care Dallas.
* Participates in agreed upon state, regional and federal activities related to home health agencies.
* Work with the management team to bring creative solutions to prospective clients and to build the business of current clients.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Broad knowledge of the theory and practice of home health care.

2. Willingness and desire to work with the elderly; knowledge of the aging process and the physical, psychological, and social needs of the elderly.

3. Ability to effectively communicate with a variety of people.

4. Ability to direct client care and services to the elderly which meet or exceed the agency's quality and service standards.

5. Demonstrates effective customer service skills.

6. Ability to effectively manage a diverse employee work group.

7. Demonstrates skill in conflict resolution.

8. Financial management skills; business acumen; familiarity with business practices and principles.

9. Ability to effectively represent the Home Support Services to the community-at-large.

LICENSES, CERTIFICATES, REGISTRATIONS:

Provide any relevant items.

EDUCATION and/or EXPERIENCE:

Associates degree or higher in a health-related field preferred. Recent experience managing in a Home Health or Home Support setting.

SUPERVISORY RESPONSIBILITIES:

Directly supervises Direct Care and Office staff.

LANGUAGE SKILLS:

Must speak, read and write the English language.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk (considerable); sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift, roll or transfer patients of variable sizes and weights. Specific vision abilities required by this job include close vision, distance vision, and depth perception.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Frequent contact with residents, families.
* Frequent contact with various groups of health care workers.
* May reasonably anticipate coming into contact with human blood and other potentially infectious materials. Individuals in this position are required to exercise standard precautions, use personal protective equipment and devices when necessary, and learn the policies concerning infection control.

EOE