Client Case Manager

POSITION PURPOSE: The Client Case Manager is responsible for the intake, assessment,

service planning, establishing and managing the plan of care in accordance with the needs of

the client and client satisfaction. The Client Case manager reports directly to:

Owners/Directors.

CLASSIFICATION: Exempt

HOURS OF WORK: Office hours M-F, 9am-5pm and other hours as needed

SUPERVISION EXERCISED: Caregivers

PRINCIPAL ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS:

The Client Case Manager has accountability for the following functions and tasks:

• Maintain company standards in providing superior client care by implementing high- quality

care standards and exceptional customer service.

• Effectively handles intake calls. Gather information regarding client health status, recent

hospitalizations or falls, specific dietary needs, mobility, medication regiment,

mental/cognitive status, equipment. This also includes observation of the home

environment for safety/risk.

• Clearly explain the capabilities of the caregiver, setting clear expectations for the services

to be delivered.

• Meet with client and family to review services and cost of care, accurately complete all

admission paperwork, and assure the client and family understand the homecare plan and

their responsibilities.

• Observe the environment, looking for any issues that may be deemed unsafe (power cords,

throw rugs, cluttered stairs or pathways, lack of hand rails, older appliances, poor lighting,

pets).

• Develop the Plan of Care in accordance with client needs and wishes; update as

warranted. The goal is to provide guidelines for the caregivers to follow based on client

needs and wants, all while remaining safe and maintaining dignity.

• Care Coordination- organizing and connecting the resources and personnel required to

provide the level of care determined. Coordinate with the scheduling team regarding the

desired schedule and skill required to care for client.

• Once care has started, follow up with client/family, following first shift and with continual

cadence, to ensure satisfaction with service.

• Schedule, conduct, and document home visits, collecting client feedback on caregiver

performance of duties. Address problems, as required.

• Conduct supervisory visits in the home and ensure that services are provided in

accordance with the Plan of Care. Conduct supervisory visits to client’s home, preferably

when the caregiver is present. Review the care plan to determine relevance and accuracy.

Adjust care plan based on any changes in client condition or ability. Communicate changes

to all care staff involved in the case.

• Observe the caregiver delivering care to the client. If the caregiver is having difficulty

meeting the expected level of care, provide training/education to increase/improve skill set.

• Educate referral sources and the community about the referral process, company

differentiators and the ease of making referrals. Develop new and ongoing referral

relationships.

• Support sales and marketing via networking events, community involvement and engaging

with referral sources.

• Respond to emergency situations professionally and calmly.
• Maintain a high level of professionalism and demeanor.
• Practice good time management, problem solving, follow instructions and complete work

assignments.

• Make timely, well-informed and appropriate decisions by examining all the relevant and

available facts; explore alternatives and commit to action.

• Support change and communicate about it positively with employees.
• Demonstrate self-motivation, self-direction, organizational skills, flexibility and the ability to

coordinate multiple tasks simultaneously.

• Build and maintain strong relationships with clients, client’s family members and caregivers

through frequent communication and addressing concerns promptly.

• Strictly comply with all laws, rules and regulations.
• Work independently and proactively with minimal direction and/or supervision.
• Provide timely and effective feedback to the management.
• Maintain regular and predictable attendance.
• Present a well-groomed image that reflects the professionalism of the business.
• Demonstrate a strong commitment to client service excellence.
• Develop and implement office policies, procedures and workflows to improve efficiency and

quality.

• Respond to on-call evening and weekend demands, as directed. Maintain on-call materials

current with client information, instructions and directions, current roster of care and list of

active direct care staff. Prepare and maintain the on-call log and client/employee records.

Manage calls according to company policies.

QUALIFICATIONS, REQUIRED JOB KNOWLEDGE AND SKILLS:

• Associate Degree in a health care related field and two years of supervisory experience in

homecare is preferred.

• Ability to remain flexible, resilient, calm and maintain a sense of humor in all situations.
• Successfully complete all and ongoing compliance with licensing, certification, continuing

education, background checks, drug and alcohol testing, Office of Inspector General (OIG)

screening, and health assessments/other assessments as may be required under federal,

state, or local law or per employer policy.

• 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 the Agency.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook) applications,

scheduling systems and other industry-related software.

• Ability to listen and communicate clearly, fluently, diplomatically – both orally and in writing.
• Valid licensed driver with reliable transportation.
• Valid state required proof of insurance.

PHYSICAL/ENVIRONMENTAL DEMANDS:

• 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 the Agency.

• All of the above demands are subject to the ADA requirements.
• Must be able to lift, push or pull items weighing up to 10 lbs.
• Must be able to perform tasks involving a combination of sitting, standing, bending,

reaching, stooping, walking, twisting, and climbing stairs.

• Must be able to see and hear or use prosthetics that enable these senses to function

adequately to fully meet the requirements of this position.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of

activities, duties or responsibilities that are required of the employee for this position. Duties,

responsibilities, and activities may change at any time with or without notice. Every employee

is required to follow all additional policies, procedures, and rules, as set forth by the Company,

which are subject to change.