Client Service Manager

Apply Job Type Full-time Description About the role: The Care Coordinator position is designed to oversee the clients and caregivers for a geographically assigned territory. Responsibilities include ensuring clients receive quality care in line with AmanaCare’s mission and vision. The Care Coordinator role is also responsible for the management, training, and development of caregivers from the time of hire throughout their career with the agency. The Care Coordinator must possess excellent organizational skills, strong communication abilities, and a compassionate, client-centered mindset. This role requires a proactive approach to problem-solving, attention to detail, and a commitment to upholding AmanaCare’s mission, vision, and values. Key responsibilities: Caregiver Supervision and Development Oversee all in-home caregivers within a territory from their first day in the field throughout the duration of their career with AmanaCare. Ensure caregivers are trained in and compliant with EVV (Electronic Visit Verification) rules and regulations. Prior to their first solo shift, ensure new caregivers are properly oriented to clients and are provided in-person training on incident reporting, client ADLs, and code of conduct before their first in person shift. Evaluate caregiver performance regularly and provide coaching as needed. Formal performance reviews should be conducted as follows: Competency checks at 30/60/90/120 days Performance evaluations at 1 year and every year thereafter Perform monthly one on one meetings with all caregivers within a territory, including family caregivers. Ensure actionable items discussed during these meetings are addressed promptly. Assist in resolving any issues that come up during Employee Satisfaction Survey calls (or otherwise arise) and reports feedback to the Director of Care Coordination (DCC) and Administrator as needed. Follows up with the caregiver(s) to ensure all issues have been resolved satisfactorily. Review staff absences/tardiness, performance issues and EVV errors daily and address caregivers as appropriate. Provide coaching and/or disciplinary measures in a timely manner and within company expectations. When needed, may perform caregiver duties for shifts unable to be filled by other staff. Documentation for care hour shifts is to be completed accurately and on time. Missed punches are kept at zero and all shifts include documentation of completed ADLs and client signatures. Demonstrate all competencies from the Caregiver Position Description. Client Satisfaction and Care Plan Management Oversee all clients within a territory from the time of onboarding throughout the duration of their time with AmanaCare. Meet with new leads in-person and in their homes to determine if they are the right fit for our services. If they are, collaborate with Scheduling and Marketing to get the Lead converted to a client. Ensure all forms (in-person consultation, service…