Case Manager

JOB SUMMARY

The Case Manager will be responsible for managing relationships with clients, serving as a trusted advisor to the families we serve and maximizing customer loyalty. To be successful in this role, one must have an eagerness for delivering exceptional care to clients and be willing to go above and beyond to ensure utmost client satisfaction.

ROLE AND RESPONSIBILITIES

• In-Home Visits (Assessments/Follow-Up)
• Perform initial in-home assessments in clients’ homes to determine care needs and develop appropriate plans of care for families in need.
• Establish a strong first impression when visiting new clients to ensure high rate of conversion from prospect to client.
• Maximize sales potential by building a strong rapport with families, developing a thorough understanding of customer needs/requirements, and providing recommendations on the best arrangement of services (caregiving, nursing, and/or care management).
• Ensure successful onboarding of new clients (e.g. new client paperwork).
• Establish transparency with pricing and cost of services prior to start.
• Ongoing Client Support (Issue Management)
• Serve as primary point of contact for all client communication (including billing-related and scheduling-related inquiries).
• Serve as “account executive” for assigned clientele, maximizing the quality of care provided and profitability of services provided.
• Ensure that ClearCare system is updated with documentation of all client communication (including all in-home follow-up visits and phone calls) and client records (e.g. plan of care, orders, etc.).
• Collaborate with care coordination team to ensure that caregivers placed in clients’ homes are the best fit for meeting the needs and requirements of families served.
• Positive Health Outcomes
• Provide on-site training and education to caregivers as needed and ensure that caregivers are always introduced to clients on or before their first day in a clients’ home.
• Ensure that caregivers are educated on the plan of care and all relative signs and symptoms of a client’s diagnosis.
• Track various quality KPIs (30, 90, 180-day readmission rate for clients, diagnosis-related recovery trends, hospitalizations, discharges, etc.)

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Minimum 2-3 years of experience in customer service.
• Minimum 1 year of experience managing or coordinating services for patients or clients is preferred.
• Strong candidates have experience in the home care industry or related industry (i.e., home health, hospice, hospital).
• Strong candidates have experience working in a sales-driven environment.

REQUIRED SKILLS

• Fluent in Microsoft Office 365.
• Able to organize and maintain electronic client records.
• Strong interpersonal skills.
• Able to build strong relationships with clients.
• Skilled at leading conversations.
• Organized and detail oriented.
• Problem-solving and decision-making skills.
• Excellent written and oral communication skills.
• Able to manage time well and work efficiently.
• Strong attention to detail.
• Works independently.
• Flexible, humble, and team oriented.
• Compassionate and empathetic.
• Grit, passion, and perseverance.

PHYSICAL REQUIREMENTS

• Must be able and willing to drive to various parts of greater Houston to visit clients in homes.
• Prolonged periods of sitting at a desk and working on a computer.