Case Manager - Home Care Registry

Job Title: Care Manager – Private Pay Home Care Registry (Illinois)

Position Summary

The Care Manager is responsible for coordinating high-quality, non-medical home care services within a private-pay registry model. This role emphasizes personalized client experience, thoughtful caregiver matching, and ongoing relationship management. The Care Manager ensures compliance with Illinois registry guidelines while supporting clients and independent caregivers in a non-employment model.

Key Responsibilities

Client Intake & Relationship Management

• Conduct comprehensive client consultations (in-home or virtual)
• Assess lifestyle, functional, and psychosocial needs
• Develop personalized, non-medical care plans aligned with client preferences
• Provide a concierge-level onboarding experience for private-pay clients
• Educate clients/families on the registry model and independent caregiver relationships

Caregiver Matching & Placement

• Curate and recommend independent caregivers based on client needs, personality fit, and schedule
• Coordinate caregiver introductions and client selection process
• Support scheduling coordination while maintaining independent contractor boundaries
• Assist clients in establishing expectations directly with caregivers

Ongoing Care Coordination

• Maintain regular communication with clients and families to ensure satisfaction
• Monitor caregiver-client fit and facilitate adjustments when needed
• Update care plans as needs evolve
• Address concerns promptly with a solutions-oriented approach

Compliance & Registry Standards (Illinois-Specific)

• Maintain accurate documentation, service agreements, and client records
• Ensure adherence to Illinois Home Services Registry requirements
• Verify caregiver eligibility (background checks, required documentation)
• Reinforce proper classification of caregivers as independent contractors (1099)
• Avoid direct supervision or control of caregivers to maintain registry compliance

Client & Caregiver Liaison

• Serve as a neutral coordinator between client and caregiver
• Provide guidance on communication, boundaries, and expectations
• Support conflict resolution while preserving independent relationships

Growth & Community Presence (Optional)

• Build relationships with referral sources (e.g., discharge planners, senior communities, concierge practices)
• Represent the registry in local community outreach efforts

Qualifications

• Home care experience preferred
• Experience in private-pay services, hospitality, or client-facing roles is a strong plus
• Understanding of non-medical home care and registry model (preferred)
• Knowledge of Illinois home services regulations (or willingness to learn quickly)
• Strong interpersonal, organizational, and problem-solving skills
• Ability to manage multiple clients while delivering a high-touch experience

Core Competencies

• Client experience & relationship management
• Care coordination and matching intuition
• Discretion and professionalism (private-pay clientele)
• Conflict resolution
• Organization and adaptability
• Regulatory awareness (Illinois registry model)

Key Performance Indicators (KPIs)

• Client satisfaction and retention
• Successful caregiver-client matches
• Response time and issue resolution
• Compliance with Illinois registry standards
• Growth in private-pay client base

Important Model Distinction (Illinois Registry)

• Caregivers are independent contractors, not employees
• The registry facilitates referrals and coordination - not direct care management or supervision
• Clients retain control over caregiver selection, schedule, and working relationship
• The Care Manager’s role is advisory, supportive, and coordination-focused