Patient Care Coordinator/LPN

Home Instead; Burnaby; On-site; CAD 52,000 - 76,000; Full time

Job summary

Home Instead in the Metro Vancouver area is seeking a Client Care Manager to lead in-home care coordination, advocate for clients, and ensure personalized service plans.

This role emphasizes relationship-building, care coordination, and operational excellence, with opportunities to engage families and referral sources.

Qualifications

• Experience in client services, healthcare, senior care, social work, or care coordination is strongly preferred.
• Experience working directly with older adults, families, and caregivers is a plus.
• College Degree in Healthcare Administration, LPN, Social Work, Gerontology, or a related field preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with client management software preferred.

Responsibilities

• Serve as trusted advocate for clients, ensuring they receive the highest standard of care and support.
• Build lasting relationships with clients and families, coordinating all aspects of client care with Care Pros.
• Conduct Care Consultations and create customized care plans using a consultative sales approach.
• Oversee client service plans and ensure updates reflect evolving needs.
• Maintain accurate client records and documentation in compliance with policies.
• Develop relationships with referral sources and participate in community outreach.

Skills

Empathy

Communication

Problem solving

Sales ability

Education

College degree in Healthcare Administration / Social Work / Gerontology

Tools

Microsoft Office Suite (Word, Excel, Outlook)

Job description

Client Care Manager

Pacific Senior Solutions Inc d/b/a Home Instead

About Home Instead

For more than three decades, the Home Instead® network has been the world's leading provider of in-home care for older adults. Each Home Instead franchise offers an individualized approach to help keep aging adults comfortable and cared for at home. Globally, the Home Instead network supports the work of over 100,000 Care Pros and provides more than 60 million hours of care annually. Learn more at homeinstead.com.

Job Summary

At Home Instead, we are dedicated to helping older adults live safely, comfortably, and with dignity in their own homes. The Client Care Manager plays a vital role in ensuring that every client receives personalized, high-quality care while serving as their advocate and primary point of contact. This position is ideal for a compassionate, service-oriented professional with strong interpersonal skills and a commitment to excellence in client care.

As the Client Care Manager, you will build and maintain meaningful relationships with clients and their families, coordinate all aspects of client care including introductions between clients and Care Pros, and conduct quality assurance visits. You will use a consultative sales approach to develop and continuously evaluate tailored service plans, ensuring they meet or exceed client needs. This role requires a balance of relationship-building, sales ability, problem-solving, and operational coordination to maintain Home Instead’s exceptional standard of care.

Key Responsibilities

• Client Engagement & Relationship Building: Serve as a trusted advocate for clients, ensuring they receive the highest standard of care and support.
  • Serve as the primary point of contact for clients and their families, building lasting, trust-based relationships.
  • Conduct in-depth Care Consultations and service inquiries with potential clients and families, assessing needs, creating customized care plans, and executing the consultative sales process.
  • Maintain consistent follow-up with potential clients and families who have not yet initiated services, ensuring ongoing support and engagement.
• Care Coordination & Quality Assurance: Oversee client service plans, ensuring that care is adapted as needs evolve.
  • Collaborate with the care team, schedulers, and Care Pros to ensure seamless service delivery.
  • Conduct regular quality assurance visits and update documentation accordingly.
  • Lead client and Care Pro introductions, ensuring a smooth and positive experience for both parties.
• Collaboration & Problem-Solving: Work closely with Care Pros, healthcare professionals, and family members to create the best outcomes for clients.
  • Address client concerns with empathy, professionalism, and proactive problem-solving.
  • Identify opportunities to enhance care services and advocate for additional support when needed.
• Compliance & Documentation: Maintain accurate and up-to-date client records, including care assessments, service plans, and quality assurance documentation.
  • Adhere to all company policies, procedures, and compliance requirements.
• Community relations and Referral Partners: Develop and maintain positive and professional relationships with referral sources in the community.
  • Develop and maintain positive and professional relationships with referral sources in the community.

Secondary Responsibilities

• Maintain and establish strong relationships with neighboring franchise owners.
• Maintain and establish strong relationships with the Home Instead, Inc. Business Performance team.
• Perform any and all other functions and responsibilities deemed necessary for the successful operation of a Home Instead franchise office.
• Participate as needed in all Office and Care Pro quarterly meetings
• Share in the on- call phone rotation as scheduled

Qualifications & Experience

• Experience:
  • Prior experience in client services, healthcare, senior care, social work, or care coordination is strongly preferred.
  • Experience working directly with older adults, families, and caregivers is a plus.
• Education:
  • College Degree in Healthcare Administration, LPN, Social Work, Gerontology, or a related field preferred.
• Technical Skills:
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with client management software preferred.
• Other Requirements:
  • Availability to work evenings or weekends as needed.
  • Valid driver’s license and reliable transportation for client visits
  • Ability to maintain confidentiality and adhere to ethical business practices.

Key Competencies

Empathy and compassion - a genuine passion for serving older adults and their families.

Exceptional communication skills- the ability to build trust and rapport with clients and families through clear, compassionate verbal and written communication.

• Strong problem-solving and organizational abilities - adept at managing multiple clients, priorities, and situations at once.
• Attention to detail - ensures accuracy in client records, care plans, and compliance documentation.
• Team-oriented mindset - able to collaborate effectively with Care Pros, office staff, team members.
• Sales ability

We pride ourselves on making our community a safer place for seniors! To us, it's personal.

Your employer is Pacific Senior Solutions Inc, (d.b.a. an independently owned and operated franchise of Home Instead, Inc., an Honor Company)