Client Care Manager (RPN/RN) – Government Services & Client Experience

Relationship Builder | Clinical Leader | Problem Solver | Exceptional Hospitality

Are you an RPN or RN who believes that healthcare should be more than just completing tasks?

Do you believe in going the extra mile not because you have to, but because you genuinely care about creating an exceptional experience for every person you meet?

At Home Instead, we are looking for a Client Care Manager with an Unreasonable Hospitality mindset: someone who anticipates needs before they are asked, finds thoughtful solutions to problems, builds meaningful relationships, and believes that the smallest details can make the biggest difference.

This is not a traditional desk-based nursing role. No two days will look the same. One day you may be meeting with a family to develop a care plan, the next you may be visiting a client, supporting a CAREGiver, solving a complex service concern, connecting with a healthcare partner, or improving a process that helps us deliver even better care.

If you are a compassionate, energetic, highly organized nurse who loves people, thrives on variety, and wants to make a meaningful impact we would love to meet you!

What You'll Do

As our Client Care Manager, you will play a key role in ensuring our Government Services clients, families, CAREGivers, and community partners receive an exceptional experience from the very first interaction and throughout their entire journey with us.

Create Exceptional Client & Family Experiences

- Complete Care Consultations and assessments for new Government Services clients, including EIHCC, Recharge, Surge, Nucleus, and other programs
- Meet with clients and families to understand their unique needs and develop thoughtful, personalized care solutions
- Prepare, update, and maintain detailed care plans and client records that are transparent, accurate, and easy for CAREGivers and team members to follow
- Help families navigate emotional and important life transitions with compassion, professionalism, and genuine care
- Coordinate various aspects of a client’s care and assist families with external services when needed, including appointments with OT, physiotherapy, Meals on Wheels, and other community supports
- Act as an advocate, problem solver, and trusted resource for clients and families

Lead Quality & Exceptional Service

- Adhere to and champion our Quality Management System, including Care Consultations, Quality Assurance, First Visits, Service Complaints, Incidents, and other key procedures
- Develop and maintain a Quality Assurance plan, completing approximately 3–6 QA calls or visits per day
- Monitor client experiences, identify gaps, and proactively find ways to improve our service
- Document and track Quality Assurance activities to ensure files remain organized, compliant, and audit-ready




- Monitor current practices and make recommendations to improve processes, consistency, and service delivery
- Manage and support the resolution of client and CAREGiver concerns with empathy, urgency, and professionalism
- Ensure the needs of the client, family, CAREGiver, and company are consistently considered in every decision

Build Relationships & Strengthen Our Community

- Build strong, lasting relationships with clients, families, CAREGivers, healthcare professionals, and community partners
- Act as a liaison with Ontario Health atHome and other Government and healthcare partners
- Attend relevant meetings and collaborate with internal and external stakeholders to support exceptional service delivery
- Work closely with our scheduling, operations, and clinical teams to ensure clients receive the right care from the right CAREGiver
- Participate in CAREGiver retention and recognition initiatives, including helping coordinate CAREGiver of the Month and other programs that recognize the incredible people who care for our clients

Support CAREGivers & Deliver Better Care

- Work with clients and CAREGivers to identify training and development opportunities
- Help create and coordinate training plans to ensure CAREGivers feel confident and supported
- Attend training with CAREGivers and healthcare professionals, including OTs and other specialists, when required
- Help improve client and CAREGiver compatibility by understanding client needs and supporting thoughtful staffing decisions

Improve, Innovate & Take Ownership

- Identify problems, think creatively, and develop practical solutions
- Review processes and recommend improvements that strengthen service delivery and compliance
- Participate in client roster reviews and Government Services meetings
- Provide regular updates to leadership and communicate openly with the General Manager and Operations team
- Assist with scheduling and operational coverage when required
- Participate in the on-call rotation as needed
- Travel throughout the service area when required to provide support where it is needed most
- Take on other projects and responsibilities that help our clients, CAREGivers, and team succeed

We’re Looking for Someone Who…

- Is a current RPN or RN in good standing with the College of Nurses of Ontario
- Has a genuine passion for helping seniors and supporting families
- Naturally builds relationships and makes people feel seen, heard, and valued
- Has an “I’ll figure it out” mindset and isn't afraid to take ownership




- Believes in going above and beyond to create meaningful experiences
- Is proactive and anticipates problems before they become bigger issues
- Can balance compassion with sound judgment and practical decision-making
- Thrives in a fast-paced environment where priorities can change throughout the day
- Is highly organized and comfortable managing multiple clients, deadlines, and responsibilities
- Has strong communication, documentation, and follow-up skills
- Is comfortable working independently while also being an engaged member of a team
- Thinks creatively and is always looking for better ways to solve problems
- Understands that exceptional care is about both what we do and how we make people feel

Why You'll Love Working With Us This is an opportunity to build a career where your clinical knowledge, leadership abilities, and passion for people can truly make a difference.

You will have the opportunity to:

- Make a meaningful impact in the lives of seniors and their families
- Build strong relationships with clients, CAREGivers, and healthcare partners
- Help shape and improve how we deliver Government Services
- Bring new ideas to the table and see those ideas make a real difference
- Enjoy variety in your work no two days are the same!
- Work with a supportive and collaborative team
- Be part of an organization that believes exceptional care starts with exceptional people

Position Details

- Position: Client Care Manager (RPN/RN) – Government Services
- Location: Mississauga, Ontario
- Hours: Monday–Friday, 8:30 a.m.–5:00 p.m.
- Occasional evenings may be required for client consultations, meetings, or support
- Travel within the Mississauga area and other Enterprise locations is required
- A valid driver’s license and reliable vehicle are required
- Mileage reimbursement is provided
- Work Location: In person

Benefits

- Company events
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP matching
- Opportunity for professional growth and development

Are You Ready to Make Care Feel Different? We are looking for more than someone who can complete a checklist. We are looking for someone who notices the little things, takes ownership, creates connections, and believes that every client and family deserves an exceptional experience.

If you are an RPN or RN who wants to combine your clinical skills with relationship-building, leadership, problem-solving, and a true passion for making a difference, we would love to hear from you!

Apply today and help us continue to raise the standard of care one exceptional experience at a time.

Thank you for your interest in joining our team. Selected candidates will be asked to complete an assessment prior to the first interview.

Pay: From $60,000.00 per year

Benefits

- Dental care
- Mileage reimbursement
- On-site parking
- Paid time off
- RRSP match

Work Location: In person

📌 Client Care Manager (Mississauga)
🏢 Home Instead
📍 Mississauga