Home Care Scheduler / On Call ( Client Care Manager)

Home Care Scheduler / On Call ( Client Care Manager) Visiting Angels - 3.9 Bethlehem, PA Job Details Full-time From $41,600 a year 1 day ago Benefits Free parking Paid training Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Dependent health insurance coverage Vision insurance Paid orientation Opportunities for advancement Referral program Qualifications Home care experience Customer communication Teamwork Active listening Care documentation High school diploma or GED Supervising experience Home care Decision making Full Job Description Position Summary The Client Care Manager (CCM) is a Full-Time exempt, salaried leadership role responsible for oversight of client care, caregiver performance, service continuity, compliance, billing accuracy, and operational execution. This role exercises independent judgment and decision-making authority consistent with the executive and administrative exemptions under the Fair Labor Standards Act (FLSA) and operates within the EOS® framework. Operating Framework & Core Values (EOS) The Client Care Manager operates within the Entrepreneurial Operating System (EOS®).

This role is expected to:

Uphold and model the company's Core Values in all decisions and interactions. Take full ownership of assigned responsibilities ("own the seat"). Use data, scorecards, and reporting to manage performance and drive accountability. Identify, discuss, and solve issues (IDS) proactively rather than escalating prematurely. Support Rocks, priorities, and company goals through daily actions. Demonstrate professionalism, integrity, and accountability consistent with EOS standards. Essential Responsibilities Review EOS reports, dashboards, emails, chats, and alerts daily by 8:30 AM. Ensure immediate follow-up on call-outs, unsafe shifts, care alerts, and tasks. Notify families of service disruptions and collaborate with Scheduling to resolve coverage. Complete all calls taken in a timely manner and close the communication loop. Maintain accurate, detailed activity notes using appropriate tags. Provide customer excellence through active listening and solution-based communication. Conduct required client visits, caregiver supervisory visits, and caregiver check-in calls. Follow up on changes in condition, care plan updates, and service needs. Update care plans and notify caregivers of changes; ensure tasks are updated in schedules. Obtain and document client and caregiver reviews. Address and document client and caregiver complaints; escalate as required. On-Call Responsibilities Participate in the on-call rotation. Serve as escalation authority for after-hours, weekend, and holiday issues. Update End-of-Shift reports by 5:00 PM while on call. Monitor overnight care logs and ensure caregiver compliance. Resolve urgent call-outs, unsafe shifts, and service disruptions. Document all on-call actions and resolutions. Decision-Making Authority The Client Care Manager is authorized to act independently, without prior approval from the Operations Manager, to ensure client safety, continuity of care, and regulatory compliance.

This authority includes:

Communicating directly with clients and families regarding call-outs, schedule disruptions, and care concerns. Adjusting caregiver assignments and schedules to maintain coverage and safety. Approving temporary schedule modifications within authorized hours. Removing caregivers from shifts or homes when safety, compliance, or policy concerns are identified. Initiating corrective action, education, or documentation related to caregiver performance or compliance. Updating care plans and operational tasks based on changes in condition or service needs. The Operations Manager must be notified as soon as practicable following such actions. Approval is required for changes to authorized hours, rate adjustments, terminations, or material policy deviations. Scheduling Oversight & Workforce Optimization (Non-Primary Function) Ensure all shifts are filled for the next 3-4 days. Review open shifts, permanent schedules, and caregiver commitments. Ensure caregivers work every other weekend when applicable. Monitor overtime (≤3.5%), IOS (≤27.5 hours), and utilization benchmarks. Utilize caregiver reports to align availability, wants, and performance. Ensure adequate travel time between clients. Review and validate caregiver time-off blocks. Collaborate on hiring needs and update Operations Needs documentation. Hold clients accountable to scheduling policies. Billing & Financial Oversight Complete daily billing cleanup by end of day. Review live calendar for red/grey shifts, missed punches, and variances. Ensure documentation for schedule deviations, overlaps, and mileage. Identify and correct bill/pay rate discrepancies. Caregiver Performance & Compliance Monitor clock-ins and clock-outs; investigate variances. Educate caregivers on procedures and compliance expectations. Document education and corrective actions. Coordinate mentor placement for new caregivers within 72 hours. Reporting, Logs & Documentation Maintain Overnight Care Logs. Update End-of-Shift and On-Call reports daily. Upload caregiver comments using core value tags. Refresh schedules daily to ensure accuracy. Meetings & Collaboration Attend weekly operations meetings. Attend weekly caregiver utilization meetings. Attend monthly office meetings. Collaborate with Scheduling, HR, Billing, and Leadership. Non-Exempt Duties Limitation (FLSA Protection) This position is classified as exempt under the Fair Labor Standards Act (FLSA). The primary duty of this role is exempt work requiring discretion and independent judgment. Non-exempt tasks such as clerical work or direct scheduling execution are incidental and shall not exceed 50% of total responsibilities. Assignments will be reviewed and adjusted as necessary to maintain exempt status compliance. Work Schedule Expectations This role requires flexibility to ensure continuity of care. The Client Care Manager may not conclude the workday or workweek with unresolved service gaps, unconfirmed shifts, or critical operational issues.

Pay:

From $41,600.00 per year

Benefits:

401(k) Dental insurance Dependent health insurance coverage Flexible spending account Free parking Health insurance Health savings account Opportunities for advancement Paid orientation Paid time off Paid training Referral program Vision insurance Application Question(s): Are you available to work 8:30 - 5:00pm Monday - Friday and take Rotating On-Call Responsibilities? What Home Care Scheduling Software do you have experience with?

Education:

High school or equivalent (Required)

Experience:

Home Care Scheduling :

1 year (Required)

Home Care:

1 year (Required)

Care Manager:

1 year (Preferred)

Supervising :

1 year (Required) Shift availability: Day Shift (Required)

Work Location:

In person