Care Coordinator / Care Navigator

Nurse Next Door San Mateo -

Full job description

Care Navigator

Pay: $25–$28 per hour

About 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 seniors’ hearts. We have a mission to help seniors continue doing what they love most.

We are not just another home care 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 while maintaining 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.

Position Summary

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

• Conduct Caring Consults and assess clients with respect to their physical, emotional, and environmental needs.

• Advise clients on appropriate care and achieve a 90% conversion goal.

• Drive business interest by engaging in relationships with community leaders and professional organizations to establish long-term relationships that translate into word-of-mouth and professional referrals.

• Develop, promote, and ensure high-quality, innovative customer service.

• Act as an advisor during Caring Consults to ensure that clients and client contacts have all the information required.

Client Care Delivery and Experience

• Attend all First Visits with caregivers to ensure client needs and care plans are executed according to the Service Agreement.

• Set and role-model expectations for caregivers.

• Conduct supervisory visits to ensure caregiver fit and quality of care while delivering a premium client experience and impacting Net Promoter Scores of 9 or higher.

• Develop appropriate and individualized care plans and update them as required.

• Educate clients on self-care and evaluate client responses to care provided.

• Monitor risk issues, analyze trends, and adapt care as needed.

• Coordinate care, implement solutions, and evaluate client outcomes based on client goals.

People Leadership

• Drive results by leading your caregiving team through clear goal-setting, task assignment, in-the-moment coaching, and continuing education.

• Deliver on our Brand Promise by leading the client experience and ensuring caregivers are doing whatever it takes to bring peace of mind to our clients and their families.

• Be accountable for staff performance, ensuring caregiver availability meets business needs and that there is compliance with all systems.

• Manage the education function to support a continuous learning environment and staff utilization of learning opportunities.

• Support Discovery Day and monthly in-service programs.

• Conduct First and Supervisory Visits to evaluate caregiver performance and job satisfaction, impacting the employee experience and resulting in a Net Promoter Score of 9 or higher.

Scheduling Collaboration

• Hand off accurate and timely client and employee files to the Care Services (CSC) team to deliver exceptional client service by achieving scheduling goals and responding to urgent inquiries.

• Liaise with the CSC team to communicate changes in client requirements and caregiver assignments.

• Ensure client coverage is secured, particularly due to urgent care needs, caregiver cancellations, and limited availability.

• Assist with scheduling as needed.

• Ensure AMS (Attendance Monitoring Investigations – ALAYACARE) percentages remain below 5% for total staff.

• Manage caregiver performance related to attendance and scheduling.

• Ensure data integrity and completion of caregiver and client files in the scheduling software.

Administration

• Maintain excellent documentation practices, specifically complete and accurate care plans, employee files (skills and qualifications), and client files, including pay and billing information.

• Review and update client and staff records quarterly to ensure 100% accuracy and completeness.

• Direct the maintenance of client and personnel records to meet employee, organizational, and statutory requirements and entitlements.

• Conduct quarterly record audits to ensure accuracy and up-to-date information.

• Ensure compliance with national, state/provincial legislative requirements in areas such as health, employment, and occupational health and safety.

• Approve all visits and premiums in preparation for each payroll and billing cycle.

Availability

• Flexibility is required.

• Full-time.

• On-call availability from 9:00 AM to 6:00 PM, including evenings and weekends, as needed.

Business Relationships

• Reports to the Franchise Partner.

• Leads the caregiving team.

• Works closely in partnership with the Care Services Center.

Key Metrics

• Consult Conversion

• Driving Revenue

• NPS; Client and Employee Score of 10

QualificationsEducation Requirements

• Nursing background is considered an asset.

• CPR and First Aid Certification.

• Car and valid driver's license.

• 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.

Experience Requirements

• Strong computer skills and proficiency in G-Suite, including Gmail, Drive, Docs, and Calendar.

• Exceptional written and verbal communication skills.

• Strong organization, planning, time management, and multitasking skills.

• Demonstrated experience setting and achieving goals.

• Customer service and leadership background considered an asset.

If you are a newly graduated CNA or LVN, or an experienced Home Health Aide (HHA), we encourage you to apply

Schedule:

Full time

Disclaimer: This job profile identifies the general duties and minimum level of skills required to perform this job. It is not intended to represent a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned.

Work Location: In person