Client Care Coordinator

At Nurse Next Door, our purpose is Making Lives Better through Happier Aging. We help seniors stay in their homes for as long as they choose, and our real talent is caring and connecting to senior's hearts. We have a mission to help seniors continue doing what they love most.

We are not just another homecare company fulfilling daily tasks, we are a company that admires people and seeks to make a difference in everything we do. By working at Nurse Next Door you will be part of a growing company that is helping seniors do what they love again - that is Happier Aging!

Position Summary

As a member of the Nurse Next Door team you understand how to hustle with heart - this is essential. You enjoy working collaboratively with a high degree of autonomy and thrive by seeing results. You are a self led leader who takes responsibility for your own actions. You show care by engaging in intentional, compassionate conversations to help others achieve their fullest potential. You are inspired by the idea of being part of an organization that is changing the way we deliver home care through our Happier Aging philosophy.

In this role, you are responsible for driving business results through consult conversion, exceptional client experiences, and strong caregiver leadership.

Main Duties & Responsibilities:

Client Care Delivery and Experience:

• Attends First Visits with Caregivers to ensure care plans are executed per the Service Agreement; set and role models expectations.

• Conducts supervisory visits to ensure Caregiver fit and quality of care; delivering a premium experience supporting Net Promoter Scores of 9+.

• Develop and update individualized care plans.

• Educates clients on self-care and evaluates and evaluate outcomes.

• Monitors risk and trends, adapts care as needed

• Coordinates care and implement clinical solutions aligned to client goals

People Leadership:

• Leads caregivers to results by setting clear goals, assigning tasks, coaching in the moment and supporting ongoing learning.

• Delivers on our Brand Promise by leading the client experience, ensuring our Caregivers bring peace of mind to our clients and their families

• Support caregiver performance and availability to meet business needs and ensure compliance with systems and standards.

• Support caregiver education including Discovery Day and monthly in-service.

• Evaluates caregiver performance and job satisfaction through First and Supervisory visits to evaluate Caregiver performance and job satisfaction, impacting the employee experience, supporting employee experience and Net Promoter Score of 9+.

Consult Conversion:

• Conducts Caring Consults, assessing Client’s physical, emotional and environmental needs and advises on Client care; achieves 90% conversion goal.

• Drives business interest by building relationships with community leaders and professional organizations that generate referrals

• Develops, promotes and ensures high quality, innovative customer service

• Acts as trusted advisor during Caring Consult so clients and families have all information needed to begin care confidently.

Scheduling Collaboration:

• Hands off accurate and timely client & caregiver files to the Care Services (CSC) team to support scheduling excellence and urgent inquiries

• Communicate changes in client needs and caregiver assignments to CSC.

• Support coverage solutions during urgent care, cancellations or limited availability; assists with scheduling as needed

• Ensure AMS (Attendance Monitoring Investigations- ALAYACARE) percentages remain below 5%

• Maintain data integrity and file completion in scheduling software.

Administration:

• Maintains excellent documentation practices : care plans caregiver files ,client files, including pay and billing information

• Reviews and updates client and staff records quarterly for 100% accuracy and completeness

• Support quarterly audits and file maintenance to meet statutory and organizational standards.

• Ensures compliance with legislative requirements (health, employment, occupational health & safety )

Availability:

• Flexibility is required

• Part time / Full time

• Rotating weekends on-call schedule.

Business Relationships:

• Reports to : Franchise Partner

• Leads : Caregiving team

• Works closely with : Care Services Center( CSC)

Key Metrics:

• Consult Conversion

• Driving Revenue

• NPS; Client and Employee Score of 10

Qualifications:

• Education Requirements:

  • Nursing background is considered an asset

  • CPR and First Aid Certification

  • Valid driver’s license

• Experience Requirements:

  • Strong computer skills, proficient in G-Suite: Gmail, drive, docs, calendar

  • Exceptional written and verbal communication skills

  • Strong organization, planning, time management and multitasking

  • Demonstrated ability to set and achieve goals

  • Customer service and leadership background an asset

  • Vulnerable Sector Search (within the last year.)

  • Negative TB test (updated every 5 years for continued employment)