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Client Relations Specialist - Fast Growing Home Care Agency - CNA
Andelcare
2021-12-03 07:32:07
Seattle,
Washington,
United States
Job type: fulltime
Job industry: Healthcare & Medical
Job description
This is an exciting position for an experience CNA to truly make a difference in the care that is delivered. Andelcare is more than a home care agency, Andelcare is a People Care Agency. Our professional caregivers help clients live their fullest life at any age. Working collaboratively with the family and with the individual, our team tailors care plans to meet changing needs. Andelcare is growing rapidly and this role is a key role on our administrative team.
The Client Relations Specialist (CRS) is responsible for assuring that the delivery of client care and services are in accordance to the client's care plan, established policies and procedures, and state and federal regulations as directed by the Supervisor of Direct Care (SDC). The Client Relations Specialist is responsible for the training and orientation of all caregivers and supporting the highest degree of quality client care through well trained, quality staff. This position provides primary support for the Supervisor of Direct Care and can be appointed by the SDC as a temporary designee.
Client Care:
- Gathers information for the investigation of any change of condition, accident, incident, or client concern and reports information directly to the SDC within the same work day or in the time frame defined in company policy.
- Upon direction of the SDC, visits homes, SNF's, or hospitals to review how things are going with the client and provide a written, emailed summary to the SDC and Administrator within 24 hours of visit. You will observe services being performed and will retrain the caregiver on any task which does not follow the care plan directives. These findings will be reported to the SDC using the company's current reporting mechanism.
- Honors client birthdays and special events with a card or small gift. Keeps track of client deaths and assures recognition of family's loss are coordinated. Notifies office staff of services so they can attend.
- Receives phone calls from caregivers regarding client needs or changes in condition and appropriately resolves or notifies the SDC of issues that are appropriate for management to handle. Conducts on-site visits as necessary to conduct further investigation or gather information needed for resolving concerns. Documents client visits and calls in client electronic file.
- Supports the SDC in completing client related assignments as requested. As appointed by the SDC, accompanies the client and caregiver to medical appointments and gathers visit information to forward on to the SDC and client's responsible party, as directed by SDC.
- Develops both client specific menu plans, recipes, caregiver meal preparation and food handling training. Also develops caregiver daily chore list. Supervises caregiving staff to ensure delivery of quality meal preparation and chore services that follow developed plans.
- Develops monthly client-specific calendar of "in and out" of home life enrichment activities. This includes ensuring the activity is not exceeding the client's capabilities, obtaining documented confirmation of client and/or responsible party approval, coordinating the details of events, i.e. location, facility layout, cost, a list of items to prepare and take on outing, and caregiver education on safety measures for assigned activities.
- In accordance with company policy, orients all new caregivers to the client and care plan. Also orients caregivers to any changes in care plans and assures the caregivers sign the orientation forms. In some circumstances coordinates client to caregiver orientation through the Household Coordinator, who will be responsible for the training.
- Reports to SDC and Administrator any reported client infection. Delivers and set up appropriate PPE material and instructional sheets to client location for caregiver use. Educates all caregivers and family care partners on proper standard precautions to prevent the spread of infection.
- Conducts a home safety evaluation for clients, as requested by the SDC. Provides the SDC with a written report upon completion.
- Staffs client care needs, as directed and in emergent situations, regardless of shift. Staffing client care needs will be at the Administrator or CEO's directive and will be based on client priority ranking.
- Follows up phone calls the following morning after the first shift of a new caregiver to both the client and the caregiver to see how the shift went and create a written summary sent via email to the SDC, HR Manager, and Administrator within 24 hours of contact.
- Using the designated Quality Assurance tracking tools, logs details of specific client change of condition events, client incidents, and client concerns. Identifies trends in a written report to the SDC including recommendations for action. Recommendations may include revisions to care plan, home safety evaluations, care partner involvement, or staff training. Report is presented to SDC during Client Care bi-weekly meeting.
- Performs Quality Assurance audits on client charts to ensure chart order, completeness, and compliance to regulations and company policy.
- As part of the employment pre-screening process, works with HR Manager to evaluate caregiver competency. Conducts and scores demonstrated competencies and identifies any skill deficiencies that may warrant a need for additional training prior to placement in the field or an applicant that would not be selected to move forward with onboarding.
- Performs new hire orientation to client services policies and procedures and all related home care education.
- Conducts annual field competencies to evaluate a caregiver's skills needed to care for an assigned client. Additional skills may also be evaluated that do not specifically pertain to the caregiver's current assignment. Immediately reports any concerns to the HR Manager and the SDC.
- Conducts individual and group caregiver trainings, as requested. This can include: New client/caregiver orientations, Quarterly caregiver training meetings, client specific skill development, and training on a revised care plan service.
- Assumes responsibilities and accepts assignment as the SDC upon their absence and as appointed by the SDC and administrator (Designee Role).
- Manages client services records and assures compliance with all regulations and company procedure pertaining to the management and maintenance of client records.
- Prepares Client Service Records, Medication List, Household tasks, Communication Logs, Family Tracking Documents, Life Enrichment Calendar, and needed documents for sending to homes monthly.
- Assures the client service records (CSR's) and all materials due from the client home, i.e. communication logs, mileage logs, etc., are collected and in the office by Tuesday of every week. Reviews all documents for completeness, accuracy, and compliance to process. Reviews CSR's for Quality Assurance process and to ensure that services performed by caregivers are in accordance with the care plan. Reports to HR Manager and SDC every Tuesday regarding client service record non-compliance.
- Sets up and maintains all initial and ongoing records for clients in Generations, the paper chart, Office 365, and all documents required in the home. Provides copies of billing documents to the office Billing Specialist for processing and financial chart setup. Maintains the Admit/Discharge Log following company policy for readmits. Thins client charts according to records policy. At discharge, closes client chart, ensuring final discharge notes are included in the closed chart. Performs final discharge audit to ensure chart is complete.
- Maintains current client documentation in electronic record keeping system, including client notes and other pertinent information. Prints client notes each month and updates chart with current information.
- During client visits, assures the in-home client book has current and accurate care plans and other pertinent information and removes all information that is not current.
- Updates the monthly Medication List on Office 365, clinical software, and in-home client binder, for all clients on medication assistance. Ensures updated copy is sent out to the designated homes with the CSR packet.
- Manages the caregiver to client orientation documents and log. Assures the log reflects the most up-to-date information for each client. Ensures that all caregivers serving a client have been oriented to the most current care plan and that a copy of this report is kept in the On-call notebook.
- Conducts research, as requested by SDC, Administrator and General Manger.
- Takes opportunities while in community to generate appropriate client referrals through contact with staff in hospitals, medical offices, senior communities, and other appropriate settings.
- Assures the client home has an ample supply of current CSR's, forms, gloves, PPE's, and other materials required for adequate care.
- Sets up client, family, or care partner meetings and follows up on client specific needs, as directed by the SDC. Maintains a log of special client events, including birthdays, anniversaries, or other recognition dates. Mails out celebratory cards for these events. May be assigned to plan and organize for major client events.
- Maintains the company resource manual..... click apply for full job details