Client Care Ambassador - Home Care
Nurse Next Door
Markham, ON

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 but with 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.

As a Client Care Ambassador you are responsible for initiating Happier Aging experiences for Clients and Caregivers. as well as supporting the daily operations of the business. In every Client care situation, you seek innovative solutions. You are able to support with delegated care management from the first visit to end of service. You will drive results through the following main duties and responsibilities:

Experience Requirements:

  • Strong computer skills, proficient in G-Suite: Gmail, drive, docs, calendar
  • Exceptional written and verbal communication skills
  • Intentional organization, planning, time management and multi-tasking skills
  • Customer service and leadership background considered an asset
  • 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)
  • Must be an RCA/ Caregiver and have some experience/ knowledge related to Home Care
  • You must be available to work full-time (40 hours a week) and be flexible to work on weekends
  • Ability to travel to Vancouver/ Richmond is a must
  • Valid Driver’s license (Class 5 or 7)
  • Experience as an administrator, office assistant, or relevant role would be an asset but is not a requirement

Client First Visit:

  • Ensures that the First Visit introduction to the client and caregiver represents the Nurse Next Door brand, culture and premium care experience
  • Collects and Verifies Client Service Agreements
  • Review and confirms Clients schedule to clarify any questions
  • Reviews Client Care Binder with the caregiver, including the care plan and documentation

Continuity of Client Care:

  • Facilitates Happier Aging by helping clients stay connected to their hobbies and interests
  • Review documentation and progress notes, updates care plan, flowsheets, MARs, signature logs, etc
  • Follows up with any care related concerns
  • Identifies changes in level of care and communicates recommendations with Care Designer in a time sensitive manner (ex. Has the Client care changed? Does the Client require more care?)
  • Accurately follows instructions according to nursing delegations
  • Actions client needs with a sense of urgency
  • Reviews Client experience through NPS, achieves goal of 10, to ensure premium care is provided

End of Client Care:

  • Assesses why care is ending and connects with Client and Caregiver to communicate change in a timely manner
  • Completes final assessment and follow up with any feedback
  • Collects and review Client care plan, include final notes
  • Discharges client files in a timely manner

People Leadership:

  • Creates a positive Caregiver experience — Caregivers are set up for success in their role, they have client information and necessary training to provide premium care
  • Oversees staff performance - ensures caregiver is the perfect match for every client assignment
  • Delegates care and provides training and support as needed
  • Fosters a spirit of Happier Aging amongst Caregivers to ensure a premium employee experience
  • Reviews Caregiver experience through NPS, achieves goal of 10, to ensure premium employee experience is achieved

Scheduling Collaboration:

  • Liaises with the CSC team to communicate changes in client requirements, caregiver assignments
  • Monitors calls and emails regarding scheduling inquires, changes, cancellations and provides recommendations to scheduling team as needed
  • Supports with client visits as needed, according to caregiver cancellations and urgent care

Administration:

  • Maintains excellent documentation practices
  • Reviews client and staff records to ensure for accuracy and completeness
  • Directs the maintenance of client & personnel records to meet employee, organization and statutory requirements and entitlements

Business Relationships:

  • Reports to the Care Designer
  • Works closely in partnership with Care Services Center

Key Metrics:

  • Consult Conversion
  • Driving Revenue
  • NPS; Client and Employee Score of 10

Job Type: Full-time

Experience:

  • Home Care: 1 year (Preferred)

Location:

  • Markham (Preferred)

Licence:

  • Drivers License (Preferred)