What you need as an Aging Life or Geriatric Care Manager to Work With Concierge Clients
- • Years of experience with clinically difficult clients
- • Years of experience working with the elder family
- • Certification in geriatric care management
- • Membership in Aging Life Care Association
- • Family therapy background
- • Great administrative support
- • Ability to handle ambivalence
- • Comfortable with conflicts
- • No Jealousy- because Warren Buffet is your client and you make peanuts
- Not ego fed by having Clint Eastwood as a client
Care Manager’s Claudia Fine and Nick Newcombe, founders of Senior Bridge, now Humana, show us, what kind of care management staff you need for entitled clients in their chapter in Care Manager’s Working With the Aging Family,”Entitlement and the Dysfunctional Family.”
Working with Entitled Families and Supervising Care Management Staff:
Generally speaking, entitled families look to work with prominent and experienced care managers or large, well-staffed care management firms. They fantasize that their needs can only be met by the most experienced or most prominent. Consequently, the solo practitioner must have a solid business with administrative staff and systems in place to provide the care manager with the support needed to face these families’ incessant demands and requests. The following conditions must be in place if the care manager and his/her staff are to succeed with these families:
- Anticipate the transferential and counter-transferential issues that will arise in the work with these families. Care managers must be clear that they are right for a particular entitled family or must know where and how to refer them to some other practitioner. If the care manager is practicing from within a group practice or firm, he/she must make a clear assessment as to which of the staff are the best for the case. A good initial match between care manager and family is vitally important. Patience, timeliness, empathic listening, and action-orientation are mandatory in working with the entitled. Often these families want the “best care manager” and require that the senior staff member or a principle be assigned to them.
- Can the care manager or on of his/her staff tolerate being devalued in the service of the entitled family’s narcissism?
- Ensure that the care manager’s caseload is varied and that he/she has time to devote to each member of these families. If any practitioner has too demanding a caseload or one in which the predominant characteristic is the difficult-to-serve or heavy care client/family, he/she will not be able to bear the emotional and time burden of an entitled family.
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- Hire the right staff to serve these demanding clients
- Create a marketing strategy and messages that attract concierge clients Reach this target audienceDesign products that exactly meet their needsObtain adult children’s buy-in
Use words that will make them choose you
Get the contract signed with ease