Care Manager

Nurse Next Door San Mateo -

Care Designer Job Description

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 seniors’

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.

As a member of the Nurse Next Door team you understand how to hustle with heart - this is

essential! You enjoy working collaboratively but 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 involved with an organization that

is changing the way we deliver home care through our Happier Aging philosophy.

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 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:

Hands off accurate and timely client & employee files to the Care Services (CSC) team

to deliver exceptional client service by achieving scheduling goals and responding to

urgent inquiries

Liaises with the CSC team 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

Responsible to 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, state/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

Part time/Full time

On-call 9AM to 6PM evenings and weekends ( As needed)

Business Relationships:

Reports to the Franchise Partner

Leads the Caregiving team

Works closely in partnership with Care Services Center

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

Car and valid driver’s license

Experience Requirements:

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

Exceptional written and verbal communication skills

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)