Care Experience Manager

Aveanna Healthcare • Feasterville-Trevose, PA

119d

About The Position

Aveanna Healthcare's purpose is simple, to provide high quality clinical home care to medically fragile children and adults so they can grow and flourish to their full potential. We deliver this through our commitment to our purpose, our passion for what we do, and our pride in contributing to the health and wellbeing of clients and their families. The Care Experience Manager (CEM) is accountable for building relationships with and meeting the needs of our clients and caregivers by communicating and collaborating on a regular and timely basis with clients and direct care team members to maintain the highest level of care coordination, continuity of care, and employee satisfaction. Participates in the identification and onboarding of direct care team members. The CEM builds a caseload from their desk focused on consistently delivering expected services, as demonstrated by their ability to meet or exceed all established metrics.

Requirements

• Bachelor's degree required or equivalent work experience.
• Self-motivated and proven ability to deliver on expected results.
• Proven track record of assuming additional responsibilities.
• Minimum of 2 years sales/service experience in fast-paced environment desired.
• Proven customer service experience.
• Demonstrates a systematic approach to completing projects/tasks in a timely and organized manner.
• Demonstrates the ability to collaborate with team members and clients every day.
• Experience solving problems and building relationships while navigating difficult situations.
• Demonstrates success in building relationships with a broad range of people.
• Experience recruiting/hiring candidates desired.
• Dynamic interpersonal and communication skills.
• Proficient with MS Office (Word, Excel, Outlook, PowerPoint) and other systems.

Responsibilities

• Communicates staffing needs to the Talent Acquisition Team in a timely manner.
• Seeks and engages in opportunities to attract direct care team members; sourcing, employee referrals, local job fairs, etc. to successfully fill the needs of open cases.
• Utilizes Aveanna Healthcare's applicant tracking system for candidate management.
• Works with Talent Acquisition Team to schedule interviews.
• Interviews and hires direct care team members.
• Engages with candidate through onboarding process to maintain relationship.
• Assists the Onboarding Specialist, when necessary, with any onboarding requirements.
• Coordinates the opening of new referrals in conjunction with the admitting clinician.
• Utilizes strategic staffing methods to optimize the care coverage for all patients and direct care team members.
• Responsible to manage utilization of direct care team members based on patient needs as well as the desired hours of the direct care team member.
• Prepares and distributes the patient/direct care team member schedule.
• Completes daily and weekly pre-bill audits to ensure proper payor utilization and appropriate staffing per payor authorizations, and processes payroll.
• Responsible for performance management of direct team members, including annual performance reviews.
• Retain and engage direct care team members by creating an employer of choice experience.
• Proactively communicates with clients and direct care team members to discuss needs and/or concerns.
• Documents communications per Aveanna Healthcare's SOP.
• Informs location director or designee of emergency or problem situations, especially clinical, safety, or compliance concerns.
• Manages the annual recredentialing process.
• Processes all transactions related to employee status changes and terminations.
• Responsible to ensure personnel files are up to date and accurate for direct care team members.
• Distributes and compiles satisfaction surveys sent to clients, physician, and employees.
• Maintains appropriate level of location/office supplies and orders as needed.
• Conducts home and/or hospital visits with Clinical Supervisors and or Area Manager as needed.
• Completes location reports as needed.
• Navigates Aveanna Healthcare's EMR system in a proficient and effective manner.
• Participates in on-call rotation/after-hours support.
• Assists with all incoming calls; taking messages, routing appropriately, and addressing client/direct care team member needs as per Aveanna Healthcare's Policy and Procedure manual.
• All other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Nursing and Residential Care Facilities
• Education Level: Bachelor's degree