Department Head, Client Care Management Team

Description

2024 Best of the East Bay - Best Home Health Services, Diablo Magazine

2020 Employer of Choice recipient, 2020 Certified “Great Place to Work”

Come join the Hillendale Home Care team! We are a home care agency working with senior care clients in Contra Costa and Alameda counties and looking for a dynamic Department Manager of our Client Care Management Team. This position is full-time and located onsite at the Walnut Creek office Monday – Friday.

The “Department Head, Client Care Management” position is responsible for leading, managing, and driving the success of the Client Care Management team by ensuring excellent client satisfaction, team accountability and development, and revenue growth through departmental initiatives, operational efficiencies, and internal partnership building. This is a player/coach role with the main responsibility managing and coaching the team to success as well as creating/delivering on broader department strategy and initiatives, and sometimes stepping-in to handle cases and assessments. On-call weeknights and weekends as needed. 

What You’ll Be Doing:

• Provide leadership and direction to Client Care Managers (CCM) to meet department goals.
• Ensure consistent and accurate delivery of intake assessments, care planning, and client relationship management.
• Mentor and develop direct reports through coaching, performance expectations and accountability, and internal partnership cohesion.
• Develop and implement strategies to optimize client satisfaction and retention while driving revenue growth.
• Establish departmental goals, key performance indicators (KPIs), and metrics for tracking team performance and client outcomes.
• Collaborate with business operations to refresh and refine CCM processes and procedures.
• Collaborate with business development/sales team to ensure alignment on client account management, and delivery of service standards.
• Review and approve reports on client care metrics, team performance, and referral network success.
• Monitor and evaluate client feedback to ensure the delivery of high-quality care services.
• Represent the organization at community events, networking opportunities, and industry conferences to enhance brand visibility.

What Hillendale Provides:

• Highly competitive salary with quarterly incentive plan
• Full-time opportunity with a growing company and innovative team
• Healthcare benefits
• 401(k) plan
• Paid time off
• Company holidays 
• Fun, collaborative work environment (hello Karaoke Fridays!)

Requirements

Experience, Skills, and Education:

• Bachelor's Degree in business management, marketing, healthcare or related field; or equivalent work-related experience
• 8+ years of progressive experience in home care management, with at least 3 years in a leadership-type role
• 2+ years of direct client care management experience in home care industry preferred
• Demonstrated success in team leadership, business development, and home care client relationship management (new client acquisition and retention)
• Excellent leadership and organizational skills with the ability to inspire and motivate a team
• Strong attention to detail and time management, with ability to proactively identify and solve problems
• Ability to interrupt care plans, analyze data, and present metrics reports to leadership
• Excellent communication and interpersonal skills for effective collaboration with clients, families, internal colleagues, and external partners