Client Care Manager

Summary

The Client Care Manager is responsible for developing and maintaining relationships with clients, caregiver/Direct Support Professional (DSP), support coordinators and referral sources. CCM is responsible to managing client’s services from start of care to discharge. This includes staffing, scheduling, supervision of field staff to meet the client’s needs, client progress notes, maintaining, ollowing and updating client authorizations. Strong communication, problem-solving skills and making the proper client-caregiver/DSP match are necessary for long-term services with JCAH. The Client Care Manager will drive growth through client and employee satisfaction. The Client Care Manager reports to the Director of Client Care.

Responsibilities:

Leadership

• Supervise a team of DSPs on a daily basis.
• Conduct 90-day and annual performance reviews assessing caregiver’s achievements, compliance, and overall performance.
• Collaborate with Associate Director/ Area Director and Human Resources on coaching and disciplinary action process, as needed.
• Assess DSP potential for a pay increase and complete an ECNF as needed.
• Review and approve DSP mileage log and expense reports.
• Complete client progress notes quarterly.

Strategy & Management

• Collaborate with the recruitment team in the hiring of potential DSP candidates.
• Collaborate with the recruitment team to fill areas of Office need for client services, through use of the Open Board and other tools as needed.
• Collaborate with the Health and Education Department to assess DSP abilities and client needs, according to the level, plan of care and ISP.
• Access and monitor client Individual Support Plan (ISP) and Authorizations through HCSIS.
• Collaborate with payroll department and Patient Navigator to monitor eligibility, authorizations, and utilization to ensure maximum service delivery.
• Communicate with client if/when any disruption in service occurs. Address all authorization/eligibility issues same day as notified.
• Ensure that all Clients receive 100% service utilization, and if not possible provide documentation and timely communication to Supports Coordinator and Managed Care Organizations.
• Ensure all Clients have coverage that is aligned with scheduled authorized services as per ISP.
• Reconcile and complete dashboard and pre-billing duties daily and timely for weekly payroll processing.
• Ensure EVV and timesheet compliance, discuss discrepancies with client and caregiver/DSP, and ensure that documentation received is correct, complete and on a timely basis.
• Monitor individual caseload metrics, overtime, gross margin, and EVV utilization.
• Monitor POC/ISP compliance. Assure that POC is uploaded and linked to master week. Review with caregivers that POC/ISP tasks are documented at time of clock-out.
• Manage billing and pay rates within approved limits.
• Ensure master week/schedule is up to date and any changes made are reflected in a timely manner.
• Closely monitor approved care schedules and work with Health and Education Team to ensure Clients needs are met.
• Create and maintain accurate and up to date Client and DSP records in the HHAeXchange electronic database system, as well as hard copy files as specified.
• Document all client and caregiver/DSP communications in HHAeXchange database.
• Serve as a liaison with the Area Agencies on Aging, Service Coordination Agencies, and Managed Care Organizations.
• Create opportunities for new business and to grow Client caseload. Collaborate with business development team.

Quality Assurance

• Complete client visits and ISP revisions in a consistent manner in accordance with JCAH policies and procedures.
• Review ISP and POC with each DSP prior to working with client.
• Monitor and report on the quality of care of Clients through the documentation of scheduled and unscheduled in-home supervisory visits and conducting customer satisfaction calls.
• Document and properly follow-up with all Client and/or DSP complaints.
• Complete Incident Report form within 24-hour notice of incident to the JCAH Compliance Department.
• Collaborate with the Compliance and/or HR Departments for incident investigations.
• Complete client Quarterly Progress Reports and submit to Supports Coordinator.

Additional Duties

• Perform On-Call duties as back up On-Call Representative, on a rotating schedule, as needed.
• Serve as a back-up for other Client Care Managers when they are out of the office, as needed.
• Assist with new hire orientation, OPD new hire orientation and annual DSP ODP trainings, as needed.
• Adhere to JCAH policies and procedures, as well as all applicable standards of care and governmental laws and regulations.
• Adhere to all compliance practices and standards as well as all applicable standards of care and governmental laws and regulations.
• Perform additional relevant duties as assigned.