Client Care Manager

Earth Angels Home Care is dedicated to providing high-quality, personalized home care services that enhance the well-being and satisfaction of our clients. We are seeking a compassionate, proactive, and clinically skilled Client Care Manager to join our team in Halifax. This role is crucial in ensuring seamless service delivery, fostering strong client relationships, and upholding our commitment to excellence within the region.

Position Summary

As a Client Care Manager, LPN at Earth Angels Home Care, your primary responsibility is to oversee the delivery of high-quality, personalized home care services to our clients within HRM, leveraging your Licensed Practical Nurse expertise. You will serve as the central point of contact and coordination for clients and their families, ensuring client satisfaction, regulatory compliance, and actively contributing to the growth and positive reputation of the agency. You will work collaboratively with the Caregiver Manager and Scheduler & Administrator to deliver exceptional care.

Key Responsibilities

I. Client Onboarding & Assessments

• Conduct initial and ongoing comprehensive assessments of clients' needs, including performing in-home visits to understand their living environment
• Develop, document, and implement individualized care plans in active collaboration with clients, their families, and the interdisciplinary care team, incorporating clinical considerations as an LPN.
• Provide clear and supportive guidance to clients and their families regarding available services, the care planning process, and their rights and responsibilities.

II. Client Relations & Support

• Serve as the primary liaison for clients and their families, proactively addressing any concerns, inquiries, or issues related to the provided care services in a timely and effective manner.
• Cultivate and maintain strong, professional relationships with clients and their families, fostering trust and ensuring their ongoing satisfaction with the care received.
• Act as a dedicated advocate for the unique needs, preferences, and overall well-being of each client, ensuring their voice is heard and respected.
• Monitor overall client satisfaction and care quality from the client's perspective.

III. Care Team Collaboration

• Collaborate closely with the staffing team to facilitate the assignment of qualified and compatible caregivers based on the specific requirements outlined in the client's care plan and their individual preferences.
• Work in conjunction with the Caregiver Manager to ensure that caregivers are thoroughly oriented to the care plan, possess the necessary skills and knowledge, and are consistently providing safe, effective, and timely care to clients.
• Communicate effectively with the Caregiver Manager regarding caregiver performance issues or client complaints related to care delivery.

IV. Quality Assurance & Compliance

• Ensure strict adherence to all relevant provincial regulations, licensing standards, and Earth Angels Home Care policies and procedures governing the provision of home care services, with a strong emphasis on clinical best practices.
• Continuously monitor and evaluate the quality of care delivered by conducting regular client reviews, in-person follow-up visits, and soliciting feedback from clients and caregivers.
• Maintain accurate and comprehensive documentation of all client interactions, assessments, care plans, progress notes, and any significant events in accordance with agency policies and regulatory requirements.

V. Service Coordination

• Coordinate a range of essential services for clients, including personal care, companionship, meal preparation, medication reminders, and transportation arrangements, ensuring seamless integration with the individualized care plan.
• Proactively adjust and update care plans as clients' needs evolve due to changes in their health status or personal circumstances, ensuring clear and timely communication of these changes to all relevant stakeholders.
• Provide on-call phone support to address urgent client or caregiver needs outside of regular business hours, as required.

VI. Client Retention & Growth

• Actively monitor client satisfaction levels, analyze feedback received, and implement strategies to continuously improve the quality and responsiveness of our services, thereby enhancing client retention.
• Assist in business development efforts by fostering positive relationships within the community, identifying potential referral sources, and upholding the agency's positive reputation for excellence in home care.

Qualifications

• Current and valid Licensed Practical Nurse (LPN) registration/license in Nova Scotia required.
• Minimum of 3-5 years of experience in client care management, case management, or a similar role within a home care or healthcare setting.
• Strong understanding of home care services, provincial regulations, and licensing standards.
• Exceptional communication, interpersonal, and problem-solving skills, with a client-centric approach.
• Ability to develop individualized care plans and coordinate a range of services.
• Proficient in documentation and maintaining accurate client records.
• Demonstrated ability to work collaboratively within a team environment.

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