Care Coordinator

1 week ago

Portage, United States Visiting Angels of Southwest Michigan Full time
POSITION PURPOSE: The Care Coordinator is accountable for leading, managing, and creating accountability for direct reports, scheduling, client experience, and general expectations of the office. The Care Coordinator reports to the Care Manager.

ACCOUNTABILITIES

Visiting Angels of Southwest Michigan (Visiting Angels) operates on the Entrepreneurial Operating System, EOS. You will be taught this system and implement the concepts and practical tools to clarify, simplify, and achieve Visiting Angel's vision.

Lead, Manage, and hold Accountability (LMA) for your direct reports.
Give clear directions
Make sure they have the necessary tools
Act with the greater good in mind
Delegate appropriately
Take time to truly understand your role and how you can help the company
Make their expectations clear
Communicate well
Have effective meetings, 2 Level 10’s per week
Meet one-on-one with them quarterly or more, if needed
Rewards and recognizes performance
Cover your direct reports' accountabilities when time off occurs or if the position is vacant.

Scheduling
Schedule Angel caregivers for visits with new clients and visits on existing cases. Ensure consistency in Angel scheduling.
Filling Angel call offs and follow up regarding the timeline of return to work per current protocol and communicate with Human Resources if absence is over 3 days.
Maintain client and angel caregiver schedules and notify all involved of changes.
Schedule and facilitate the start of care, angel caregiver introductions, and angel caregiver shadows.
Process time off requests for Angels and communicate approvals.

Client Experience
Develop the Care Plan in accordance with the client's needs and wishes; update as warranted and notify angel caregivers of changes.
Be present at start of cares with initial Angel Care Book ready to be implemented in the client’s residence.
Maintain and appropriately file documentation on all current and past clients.
Communicate and reinforce Visiting Angels’ policies and procedures and Angel Care Beyond Compare Top 12 to Angel caregivers and core values.
Monitor Angel Bucks and note disqualifying occurrences. Report to Human Resources monthly.
Ensure timely copying and filing of appropriate client documents.
Effectively resolve complaints and incidents with and between clients, responsible parties, and angel caregivers.
Verify visits daily.
Facilitate client and angel caregiver training to meet both parties needs.
Maintain and utilize vendors that assist with completing the above tasks.

Recruitment
Work with team to understand recruitment and retention needs and post appropriate jobs to hire the openings.
Conduct compensation analysis to evaluate wage and benefit offerings.
Recruit, Screen, Interview, and Hire for open positions for the company.
Prepare the applicant for orientation according to the current process and requirements.
Assist with reports that would be in alignment with recruitment.

Orientation
Complete Pre-Orientation Checklist
Assist in the onboarding process for new hires, including phones, email setup, computers, etc.
Facilitate Orientation.
Complete Post- Orientation Checklist
Assist with reports that would be in alignment with orientation.

Expectations of office team

Answer the telephone, text devices, and greet the public.
Document all interactions through Axiscare and tag appropriately.
Maintain and utilize Office 365 components.
Manage expenditures and budget if one is assigned.
Receive and process Leads. Communicate appropriate and accurate information regarding the scope of service to the prospective client. Complete the required documentation.
Maintain regular, predictable attendance.
Uphold the Angel Care Service guarantee.
Perform duties deemed appropriate through EOS.
Assist with general office needs such as printing, scanning, faxing, mail.
Manage on-call evening and weekend care, as directed. Keep on-call materials current with client information, instructions and directions, current roster of care and roster of active angel caregivers. Prepare and maintain the on-call log, client and employee records. Manage calls in accordance with the company policies.
On-call evenings and weekends, as directed. At a monthly minimum office staff must sign up for:
4 weeknight shifts: 4pm through next business day 8am
1-weekend shift: 2pm Friday through 8am Monday

REQUIRED JOB KNOWLEDGE AND SKILLS:

High school diploma and two years of experience in an office setting, preferably in private duty homecare.
Proficiency with Microsoft Office (Word, Excel, PowerPoint and Outlook) applications, scheduling systems and other healthcare-industry related-software.
Excellent conceptual thinking skills with the capacity to analyze complex issues that are sensitive in nature. Excel in conflict resolution and solution implementation.
Ability to listen and communicate clearly, fluently, diplomatically – both orally and in writing.
Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations.
Present a well-groomed image that reflects the professionalism of the business.
Ability to plan, organize, prioritize, delegate and accurately complete work activities within deadlines while managing interruptions.
Work independently and proactively with minimal direction and/or supervision.
Ability to generate goodwill for Visiting Angels of Southwest Michigan with clients, their family members and other referral sources. Demonstrate a strong commitment to client service excellence.
Ability to lawfully work in the U.S.

PHYSICAL/ENVIRONMENTAL DEMANDS:

Combination of sitting, standing, bending, reaching, stretching, stooping, walking, lifting, climbing stairs and moving intermittently during working hours. Must be able to see and hear or use prosthetics that enable these senses to function adequately to meet the requirements of this position.
Must be able to properly operate office equipment.
Must have a valid driver’s license and reliable transportation.
Must be able to maintain verbal and written communication with co-workers, leadership team, supervisors, clients, family members, vendors and all business associates within or outside Visiting Angels of Southwest Michigan.
Successful completion and ongoing compliance with all licensing, certification, continuous education, background testing, drug and alcohol testing, OIG and health assessments as may be required under federal, state, or local law or per employer policy.
All of the above demands are subject to the ADA requirements.

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