Care Delivery Manager

Description

Who We Are

MDC Healthcare is a multiservice healthcare company dedicated to serving diverse English- and non-English-speaking communities.

What We Do: 

Our mission is to provide exceptional care to individuals in their homes and communities, helping them remain safe, secure, independent, and connected to the people and places that matter most.

We carefully match caregivers and services to the individual needs, preferences, language, and culture of each client and family. We believe that strong relationships between clients, families, caregivers, and our team are essential to delivering outstanding care.

The Opportunity

MDC Healthcare is seeking a Care Delivery Manager to partner with a Program Director in managing a shared portfolio of home care clients and caregivers.

This is a relationship-focused position with two primary goals:

· Keep our clients happy and ensure they receive excellent, consistent care.

· Build a strong, reliable caregiver team to serve them. 

The Care Delivery Manager will share responsibility for the day-to-day success and retention of an assigned client portfolio. This includes maintaining strong relationships with clients and families, identifying and resolving service concerns, recruiting and retaining caregivers, coordinating schedules, and ensuring each client is appropriately staffed.

The ideal candidate is highly organized, responsive, relationship-driven, and comfortable taking ownership of problems from identification through resolution. This individual should enjoy working directly with both clients and caregivers and understand that excellent home care depends on having the right caregiver in the right home.

Job Type

· Full-time

· Hybrid/remote position with an in-office meeting approximately once per week

· Local travel may be required based on client and business needs

Compensation

· Competitive compensation package

· Quarterly performance bonus opportunities

· Mileage reimbursement/car allowance, as applicable

· Health Insurance Available-including telehealth benefit

Key Responsibilities

Client Portfolio Management & Retention

· Partner with the Program Director to manage an assigned portfolio of home care clients.

· Serve as a primary point of contact for clients and families, developing strong relationships and maintaining regular communication.

· Proactively monitor client satisfaction and identify concerns before they result in service disruption or discharge.

· Respond quickly to client complaints, caregiver concerns, scheduling issues, and changes in care needs.

· Develop solutions to improve the client experience and promote long-term retention.

· Conduct regular client touchpoints and follow-up to ensure services continue to meet expectations.

· Coordinate with the Program Director when changes in a client’s condition, schedule, caregiver assignment, or service needs require additional intervention.

· Follow up with Case Management Organizations (CMOs) and other external partners as necessary to support continuity of care.

· Identify opportunities to increase or enhance services when client needs change.

Caregiver Recruitment & Staffing

· Maintain an active pipeline of qualified caregivers to meet the needs of the assigned client portfolio.

· Recruit caregivers based on current and anticipated client needs, including location, schedule, language, skills, and client preferences.

· Work closely with the recruiting and onboarding process to move qualified caregiver candidates from application to assignment as efficiently as possible.

· Participate in community-based recruitment efforts to help grow caregiver base. 

· Quickly address open shifts and staffing gaps to minimize interruptions in client care.

· Monitor caregiver availability and anticipate future staffing needs within the portfolio.

· Reduce unnecessary caregiver turnover by identifying and addressing scheduling, communication, and assignment concerns.

Scheduling & Care Coordination

· Coordinate caregiver schedules for assigned clients while considering continuity of care, caregiver travel time, availability, overtime, and client preferences.

· Maintain consistent caregiver assignments whenever possible to strengthen client-caregiver relationships.

· Respond promptly to call-outs and schedule changes and develop appropriate backup coverage.

· Coordinate activities and resources across the assigned portfolio to ensure reliable service delivery.

· Communicate schedule and care-related changes clearly to clients, families, caregivers, and internal team members.

Caregiver Compliance & Quality

· Ensure caregivers assigned to the portfolio remain compliant with applicable state requirements and MDC Healthcare policies, including required training, TB testing, background/fingerprint requirements, and other credentials.

· Identify caregiver performance concerns and work with leadership to develop appropriate corrective action or reassignment plans.

· Promote consistent adherence to MDC Healthcare’s standards, processes, and expectations — the MDC way — rather than allowing practices to vary from one caregiver, client, or team member to another.

Collaboration & Communication

· Maintain close communication with the Program Director regarding client satisfaction, caregiver staffing, retention risks, and operational concerns.

· Work collaboratively with recruiting, scheduling, intake, compliance, clinical, and other departments to resolve issues affecting clients or caregivers.

· Communicate effectively and professionally with clients, families, caregivers, referral partners, CMOs, and internal staff.

· Contribute to the overall success and growth of MDC Healthcare through collaboration, accountability, and a solutions-oriented approach.

· Maintain compliance with all applicable federal, state, and local laws, regulations, company policies, and standard operating procedures.

Reports To

Program Director

The Care Delivery Manager works in partnership with the Program Director and shares responsibility for the performance, stability, and retention of the assigned client portfolio.

Requirements

Qualifications

· Fluency in English required; additional languages are highly valued.

· 1+ years of experience in home care, healthcare, staffing, recruiting, scheduling, customer service, account management, or a related field preferred.

· Experience working directly with clients, families, or caregivers strongly preferred.

· Strong relationship-building and customer service skills.

· Ability to recruit, engage, and retain caregivers.

· Excellent organization and time-management skills.

· Ability to manage multiple clients, caregivers, schedules, and priorities simultaneously.

· Strong problem-solving skills and the ability to remain composed when addressing urgent staffing or client concerns.

· Excellent written and verbal communication skills.

· Comfortable taking ownership of outcomes rather than simply completing assigned tasks.

· Ability to work independently while maintaining close communication and collaboration with the Program Director and broader MDC Healthcare team.

The Right Person for This Role

The right Care Delivery Manager understands that home care is a relationship business.

You will know your clients. You will know your caregivers. You will understand which relationships are working, where there may be a problem, and what needs to happen to keep great caregivers and satisfied clients.

Rather than simply reacting to scheduling problems or client complaints, you will anticipate needs, build relationships, recruit proactively, and take ownership of the health of your client portfolio.