Job Summary
Perform various supervisory activities of employees including client and caregiver visits, communicates with staffing coordinator for duties and assignments plus scheduling regarding client care, and maintenance of client and employee records. Ensures all referrals are received in an accurate, detailed manner and are properly handled. Responsibilities for converting service inquiries into consultations while providing the highest level of customer service in accordance with company standards. Performs various activities, scheduling appropriate caregivers to clients, ensure services are delivered as promised, and staffing levels are sufficient to cover current and contingency scenarios. Monitoring of telephony system, and performs on-call coordinator duties as required. Reports to Staffing Coordinator.
Essential Functions
- Responsible for the overall performance of the assigned field caregivers. Completes assigned caregiver supervisory visits and performance evaluations on the job every 3-6 months or as needed. Completes appropriate documentation including all forms and Clear Care entry. Completes assigned quality assurance client visits, reviews care logs and updates care plans as needed in Clear Care. Documents each visit in Clear Care.
- Ensures high standards of care are maintained for all clients. Assist’s with resolving client complaints by identifying problems and coordinating appropriate corrective actions.
- Works in the field with clients and caregivers and attends/leads orientations, in-services, and field training for caregivers as assigned or required. May implement field safety and training programs as assigned. Develops a working professional relationship with all caregivers, clients, and office staff. Attends appropriate office meetings. May assist with public relations as assigned.
- Responsible for coordinating with the Staffing Coordinator on new and existing client schedules with appropriate field employees utilizing caregiver matching. Assists, as necessary, in producing an effective, smooth flowing schedule and introduction. May be required to assess new client referrals for homecare, complete new client introductions and starts, and referral source visits as assigned.
- Be prepared to perform on-call caregiver duties as assigned and willing to pick up open or call off shifts on short notice while on-call.
- Assists with field employee recruiting, hiring, in-services, and disciplinary actions as assigned.
- Helps maintain caregiver and client records for the Agency to ensure compliance with record requirements. Completes Clear Care updates and monitors ongoing expiration dates. Maintains assigned employee personnel records for the Agency ensuring compliance with renewal standards of documentation requirements. Helps maintain various office records; i.e., client care plans, caregiver, and client files.
- Answers telephone, takes inquiries or messages using good telephone technique and professional etiquette.
- Manage scheduling process, filling existing and new shifts, and ensuring contingency care is always available (Schedules and coordinates day to day activities of caregivers). Communicates continually with associates and clients to evaluate service. Responds promptly and courteously to all clients’ calls.
- Performs on-call coordinator duties as needed.
Supervisors Visits:
- Plan to visit approximately 3-4 clients when possible
- Print and review Care Plan for client prior to going
- Review schedule to determine items due (training, insurance, registration, CPR, CNA, etc.) salary, last supervisory visit, and last review dates.
- Complete supervisory visit form or performance review form based on the situation. Have an employee sign document.
- Review notes for caregivers briefly and discusses client thoughts, concerns, issues
- Take care notes (leave the last 2-3 days only) to return to the office and write your initials on the care sheet for today and document “supervisory visit”.
- Complete supervisory visit form, scan and attach in Clear Care and place original in caregiver file. Update skills, insurance, hours, etc. in Clear Care.
- Review caregiver sheets and make any updates to Care Plan and talk with other caregivers that work with clients to ensure the Care Plan is accurate and up to date. Communicate with the staffing point for updates and changes needed.
Every employee should have a least one 3-6 month review and an annual review which all must be documented in BOTH Clear Care and their HR file. Review assigned caregivers/clients and develop a plan for each month/quarter.
Supervisory Binder:
- Supervisory Visit forms
- Caregiver Annual Review forms
- HIPPA compliance forms
- Others as needed (Right at Home University, Employee Benefits, Health Care Pulse info, Lanyards, interview sheets, orientation packet, etc.)
Necessary Core Competencies
- First Impression-Professional demeanor. Creates favorable first impressions on the phone or in person.
- Integrity-Remains consistent with “says versus does”. Maintains confidences. Puts company interests above self. Does the right thing even when no one is looking.
- Resourcefulness-Goes beyond “call of duty”. Finds ways to overcome obstacles.
- Organization/Planning-Plans, Organizes, Schedules, Budgets in an efficient, productive manner.
- Excellence-Sets high “stretch” performance standards for self and others. Exhibits a sense of responsibility for achieving above-average results.
- Customer Focus-Regularly monitors customer satisfaction. Establishes strong relationships. Visible and accessible to customers at all times.
Education, Experience, Knowledge, Skills, Abilities, and Availability
- High school graduate or equivalent with 2+ years of experience, Associates or Bachelors preferred.
- Must be available up to 20 hours per week. Able to work independently, demonstrating sound judgment while planning and organizing a schedule
- Basic computer skills, excellent analytical and problem-solving ability, exceptional organizational strength, and outstanding listening, verbal and written communication.
- Appearance, behavior, and performance must be professional at all times. Must wear company name badge when with clients/caregivers and representing Right at Home.
- Supervisors must be able to communicate effectively (brief and to the point) to both clients and caregivers in a professional manner.
- Have a valid driver’s license and use of an insured automobile.
- Home health experience necessary, CNA experience preferred with knowledge of common medical terminology.
- Read, write, speak, and understand English as needed for the job.
- Excellent telephone etiquette and professional demeanor.
