As a Care Designer you are responsible for the day to day operations related to driving business results through client experience and caregiver management. You will drive growth through the following main duties and responsibilities:
Consult Conversion:
- Conducts Caring Consults, assesses Clients with respect to physical, emotional and environmental needs and advises on Client care; achieves conversion goal of 90%
- Drives business interest by engaging in relationships with community leaders and professional organizations to establish long term relationships that will translate into word of mouth and professional referrals
- Develops, promotes and ensures high quality, innovative customer service
- Acts as advisor in Caring Consult to ensure that Client and Client contacts have all information required
Client Care Delivery and Experience:
- Attends all First Visits with Caregivers to ensure client needs and care plans are executed as per the Service Agreement; sets and role models expectations
- Conducts supervisory visits to ensure Caregiver fit and quality of care; delivering a premium client experience impacting Net Promoter Scores of 9 or higher
- Develops appropriate and individualized care plans and updates as required
- Educates clients on self-care and evaluates client response to care provided
- Monitors risk issues and analyzes trends, adapts care as needed
- Coordinates care, implementing clinical solutions, and evaluates client outcomes based on client goals
People Leadership:
- Drives results through leading your caregiving team by setting clear goals, assigning tasks, coaching in the moment and providing continuing education
- Delivers on our Brand Promise by leading the client experience, ensuring our Caregivers are doing whatever it takes to bring peace of mind to our clients and their families
- Accountable for staff hiring, training and performance, ensuring Caregiver availability meets business needs and that there is compliance to all systems
- Manages the education function to support a continuous learning environment and staff utilization of learning opportunities. This includes Discovery Day and monthly in-service programs
- Conducts First and Supervisory visits to evaluate Caregiver performance and job satisfaction, impacting the employee experience resulting in a Net Promoter Score of 9 or higher
Scheduling Collaboration:
- Liaises the scheduling to communicate changes in client requirements, Caregiver assignments
- Responsible for ensuring client coverage is secured, particularly due to urgent care, caregiver cancellations and limited availability; assists with scheduling as needed
- Responsibleto ensure AMS (Attendance Monitoring Investigations- ALAYACARE) percentages remain below 5% for total staff; manages performance of Caregiver
- Responsible for data integrity and completion (Caregiver & Client files) in the scheduling software
Administration:
- Maintains excellent documentation practices, specifically, complete and accurate care plans, employee files (skills & qualifications), client files, including pay and billing information
- Reviews and updates client and staff records quarterly to ensure 100% accuracy and completeness
- Directs the maintenance of client & personnel records to meet employee, organization and statutory requirements and entitlements
- Conducts record audits on a quarterly basis to ensure accuracy and up to date information
- Ensures compliance with national/provincial legislative requirements in areas such as health, employment, occupational health & safety
- Responsible for approving all visits and premiums in preparation for each payroll and billing cycle
Availability:
- Flexibility is required (availability 7 days per week)
- Schedule provided 2 months in advance as per business needs
- Full time
- On-call evenings, holidays and weekends
Business Relationships:
- Reports to the General Manager
- Leads the Caregiving team and Care Ambassador team
Key Metrics:
- Consult Conversion
- Driving Revenue
- NPS; Client and Employee Score of 10
- Attendance Monitoring (AMS): Below 5%
Qualifications:
- Registered Practical Nurse or Registered Nurse, licensed to practice in the Province of Ontario
- CPR and First Aid Certification
- Car and valid driver’s license
- Strong computer skills, ideally proficient in G-Suite: Gmail, drive, docs, calendar
- Exceptional written and verbal communication skills in the English language
- Intentional organization, planning, time management and multitasking skills
- Demonstrated experience setting and achieving goals
- Customer service and leadership background considered an asset
- Background or Criminal Record Check with a Vulnerable Sector Search (updated every 5 years for continued employment)
- Negative TB test (updated every 5 years for continued employment)
Compensation:
- Salary based position commensurate with experience
- Performance bonus programs
- Competitive vacation allowance
- Flexible Health benefits via Health Spending Account
- Company car (wrapped entirely pink Nurse Next Door). Possibility to be a Tesla if interested.
- Opportunity to work with a team that is transforming home care through Happier Aging®.
Apply online here: Click here for link
