Case Manager

Family Tree Private Care•San Antonio, TX

4d•Onsite

About The Position

Family Tree Private Care is a Texas-based healthcare services company providing concierge-level advisory services to older adults, people living with disabilities, and their families. The Case Manager manages client relationships, acts as a trusted advisor to families, and works to maximize customer loyalty and satisfaction. The role focuses on delivering exceptional care and supporting quality health outcomes by ensuring clients receive appropriate caregiving, nursing, and care management services. The Case Manager conducts in-home assessments and follow-up visits, develops plans of care, supports client onboarding, and serves as the primary contact for client questions and concerns. The position also coordinates with the care team to match caregivers to client needs, educates caregivers on care plans and diagnoses, and tracks quality indicators. The role requires travel to clients’ homes throughout greater Houston, along with computer-based recordkeeping and communication.

Requirements

At least 2–3 years of customer service experience.
Fluency in Microsoft Office 365.
Ability to organize and maintain electronic client records.
Strong interpersonal skills and ability to build relationships with clients.
Skill in leading conversations.
Organization and attention to detail.
Problem-solving and decision-making skills.
Excellent written and oral communication skills.
Ability to manage time well and work efficiently.
Ability to work independently.
Flexibility, humility, and a team-oriented approach.
Compassion and empathy.
Grit, passion, and perseverance.
Ability and willingness to drive to clients’ homes throughout greater Houston.
Ability to sit for prolonged periods and work on a computer.

Nice To Haves

At least 1 year of experience managing or coordinating services for patients or clients.
Experience in home care or a related industry, such as home health, hospice, or a hospital.
Experience working in a sales-driven environment.
Clinical-setting experience or strong customer service experience.

Responsibilities

Conduct initial in-home assessments to determine clients’ care needs and develop plans of care.
Build rapport with prospective clients and families, understand their needs, and recommend appropriate caregiving, nursing, or care management services.
Support conversion of prospective clients to clients by establishing a strong first impression.
Complete new-client onboarding, including paperwork, and explain service pricing and costs before services begin.
Serve as the primary contact for client communications, including billing and scheduling inquiries.
Manage assigned client relationships to support quality of care and service profitability.
Document client communications, follow-up visits, phone calls, and client records—including plans of care and orders—in the ClearCare system.
Collaborate with the care coordination team to match caregivers to client and family needs.
Provide on-site training and education to caregivers as needed.
Ensure caregivers are introduced to clients on or before their first day in the home and understand the plan of care and relevant signs and symptoms of the client’s diagnosis.
Track quality indicators, including 30-, 90-, and 180-day readmission rates, diagnosis-related recovery trends, hospitalizations, and discharges.