WHAT DOES A CARE MANAGER DO?

The Care Manager provides clinical and care leadership with a person-centered approach, ensuring residents and their families experience high-quality service while maintaining compliance with accreditation standards. This position manages risks proactively, reviews new admissions and significant changes in residents' conditions, and implements measures in consultation with the General Manager to maintain safety and quality. By engaging with medical professionals and community services, and continually developing the nursing team, they uphold best practices in clinical decision-making and foster strong relationships to enhance care delivery.

A Review of Professional Skills and Functions for Care Manager

1. Care Manager Duties

  • Leadership: Clear and consistent leadership
  • Growth Strategy: Organic growth within the existing and other strategically agreed geographical areas
  • Project Management: Manage each project location to ensure individual tenants are being supported correctly by each staff team in place
  • Tenant Support: Ensure the staff teams support individual tenants to attain personal independence, choice, and responsibility
  • Care Planning: Develop and ensure all personalized care plans meet the individual tenants' physical, emotional, and spiritual needs in accordance with the KLOEs
  • Resource Management: Maintain continuity of care and manage all resources required to run each service, including staff, consumables, stationery, etc.
  • Policy Implementation: Responsible for the implementation of Company policies within the service, especially those relating to the management of staff, care of tenants, health and safety, and administrative procedures
  • Project Objectives: Ensure all aims & objectives of the projects are achieved
  • Team Management: Recruit, onboard, and manage Customer Care Team (team growth x3 in the next 12 months)
  • Support Systems: Develop and maintain a support playbook with processes and best practices
  • Performance Metrics: Develop and monitor KPIs to measure the performance of Customer Care
  • Customer Resources: Create and improve customer self-service materials (Help Center, videos, etc.)
  • Collaboration: Work closely with the Product & Operations team to improve customer satisfaction

2. Care Manager Details

  • Team Oversight: Oversee a staff team.
  • Regulatory Compliance: Ensure CQC compliance and standards are met.
  • Service Provision Management: Ensure the provision of appropriate levels of assistance at all times for all service users.
  • Business Development: Develop the Outreach care business in the local community.
  • Record Keeping: Ensure up-to-date and accurate records are kept on residents and service users.
  • HR Management: Manage recruitment, training and induction for new starters.
  • Performance Management: Ensure performance in the areas of hours growth, profitability, people-management and quality.
  • Care Coordination: Ensure that all care is assessed, planned, allocated, delivered and evaluated in line with procedures.
  • Education Planning: Planning, organizing and maintaining education for the Critical Care Services staff.
  • Patient Care: Perform direct patient care RN functions as necessary, including assessing, planning, evaluating, and providing care to patients when needed.
  • Operations Assistance: Assist with the daily operations of the various departments within Critical Care Services, including the Intensive Care Unit, Step-Down, Telemetry, and contract Dialysis services.
  • Staff Management: Handle staffing, schedules, patient throughput concerns, rounding, public relations, and patient/staff/physician relations, staff development.
  • Strategic Participation: Attend facility/department meetings, participate in strategic growth plans for the department, maintaining standards and meeting regulations.
  • Emergency Response: Respond to Rapid Response Team, code blue, and STEMI/stroke team calls.
  • Cultural Sensitivity: Maintain cultural and diversity awareness when dealing with patients, visitors, co-workers and all other customers and promote a supportive, team-work oriented environment.

3. Care Manager Responsibilities

  • Clinical Leadership: Provides clinical and care leadership with a person-centered approach enabling residents and families to experience a quality service.
  • Policy Compliance Assistance: Assists the General Manager to ensure policies and procedures are followed and appropriate training and resources are provided to the team to deliver high quality.
  • Admission Review: Responsible for the review as per policy of all new admissions (i.e., permanent, respite, and respite residents at the time of changing to permanent), significant changes to resident's condition, and residents at the time of changing trajectories.
  • Risk Management: Proactively manages risk in the home and in consultation with the General Manager implements measures to prevent/mitigate risks.
  • Resident Engagement: Engages with residents and families, acknowledging and acting on feedback in a timely manner to resolve concerns, address issues, and build trust and confidence in the team and the care and services provided.
  • Regulatory Compliance: Ensures as an absolute minimum the home is always compliant with the accreditation standards and continually looks for opportunities for improvement.
  • Clinical Risk Analysis: Proactively tracks and analyses clinical indicators to identify areas of risk in the home and implements measures in place to prevent/mitigate risk.
  • Evidence-Based Practice: Uses an evidence-based practice as a path to inform clinical decision-making.
  • Relationship Building: Builds and maintains strong relationships with GPs, local hospital teams, allied health, and community health services.
  • Talent Development: Continually supports the development of Registered Nurse and AIN talent, providing constructive feedback and coaching.
  • Team Training Oversight: Ensures the team receives orientation, performance appraisals, and learning and development programs.

4. Care Manager Job Summary

  • Policy and Strategy Development: Develops and implements program policy, clinic strategies, patient services, and evaluation tools that meet the goals, vision, and mission of the Tsleil-Waututh Nation and the Health & Wellness Department.
  • Budget Management: Oversees primary care budgets, reports to the Director on clinic budgets, and manages all funding obligations as per the Funding Agreements.
  • Case Management: Ensures effective case management of all patient files to facilitate implementation and coordination of patient care plans.
  • Patient Care Coordination: Ensures professional patient care by interacting with patients and gaining feedback regarding the clinic services.
  • Communications Oversight: Oversees the production of patient brochures, newsletters, and other correspondence to ensure the continuous recruitment of new patients.
  • Supply Management: Controls the supply of medications and medical equipment in the clinic in collaboration with practitioners.
  • Operations Management: Manages daily practice operations, including billing procedures, debt collections, security, occupational health, and safety.
  • Staff Supervision and Training: Provides staff supervision and coordinates training and education opportunities related to Primary Care.
  • Stakeholder Collaboration: Liaises and works cooperatively with local Pharmacists, Laboratories, and other diagnostic agencies to provide collaborative care for all patients.
  • Relationship Building: Builds and maintains effective working relationships and attends meetings with Vancouver Coastal Health, First Nations Health Authority, and other Indigenous primary care providers/organizations that affect Primary Care services.
  • Reporting: Prepares funder reports regarding the clinic's progress in meeting targets as per signed agreements.
  • Data Analysis and Reporting: Compiles program statistics, maintains databases, monitors indicators, provides statistical outcome analysis of primary care programs, and submits recommendations regarding improvements for the clinic to be reviewed by the Director.
  • Professional Development: Stays current and pursues continuous professional development by attending conferences, caucuses, events, and symposia on Indigenous health and primary care as requested by the Director.

5. Care Manager Accountabilities

  • Patient-Centered Care: Conduct comprehensive outreach and follow-up services to facilitate continued engagement with care.
  • Care Transition Facilitation: Facilitate smooth transitions in care, including inpatient admissions, discharge, and transfers between providers.
  • Barrier Identification: Identify and address barriers to accessing consistent care and inform interventions.
  • Care Communication Coordination: Provide regular communication with care team members to share information and ensure care is relevant and informed.
  • Case Conference Planning: Plan regular case conferences with relevant care team members.
  • Care Plan Development: Develop trans-disciplinary care plans based on comprehensive intake assessments, ongoing reassessments, case conferences, and routine contact with network providers.
  • Care Plan Monitoring: Monitor and ensure incorporation of care plan goals into all aspects of care.
  • Direct Service Provision: Provide direct services to people with serious mental illness, developmental disabilities, or substance use disorders.
  • Community Service Linking: Link individuals with serious mental illness, developmental disabilities, or substance use disorders to a broad range of services essential to successful living in a community setting (e.g., medical, psychiatric, social, educational, legal, housing, and financial services).
  • Primary Care Project Management: Manage special projects/programs related to Primary Care and represent the Director on primary care developments.
  • Health and Safety Supervision: Supervise the Health and Safety of Employees and adhere to workplace health & safety policies, safe work practices, and procedures.
  • Health & Wellness Participation: Participate as a member of the Health & Wellness Department.
Relevant Information
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