Home Instead®
Client Care Coordinator Job Description
LV@HM, Inc. d / b / a Home Instead
Objective :
The Client Care Coordinator is expected to perform a variety of duties that relate to client care including care consultations with potential clients and family members, client / care professional introductions and quality assurance visits with existing clients.
They use the consultative sales approach to determine each individual client’s needs to provide solutions and create a tailored service plan.
They continuously evaluate the plan through a series of ongoing communications and visits to ensure high quality care, client satisfaction and retention as well as opportunities to increase service hours.
Primary Responsibilities :
- Reflect the core values of LV@HM, Inc. (d.b.a. an independently owned and operated Home Instead franchise).
- Conduct Service Inquiries and Care Consultations as needed following the consultative sales process.
- Maintain ongoing communication and a consistent follow-up schedule with potential clients and families who have yet to commit to service.
- Meet with potential clients and family members to discuss their needs and provide solutions in the form of a service plan.
- Conduct client / care professional introductions with every new client and with every new caregiver.
- Create and maintain client and responsible party records documenting all quality assurance meetings.
- Plan and execute a schedule that ensures each client has at minimum one quality assurance visit per (month / quarter.)
- Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through a quality assurance program.
- Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and caregivers, and referral providers / care providers.
- Work with clients and their families on the various issues that may arise to ensure they are getting resolutions to issues as well as receiving the services needed.
- Demonstrate open and effective communication with the franchise owner, colleagues, care professionals, clients, and family members.
- Responsible for researching and developing Referral Provider Network relationships and producing referrals; performs all phases of consultative sales process, including preparation and documentation of cold calls, follow-up calls, diagnosis of referral source and client needs, recommendation of appropriate Home Instead® services and additional community resources, maintaining and nurturing existing referral accounts, including follow-up, as necessary.
- Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
Secondary Responsibilities :
- Participate as needed in all Care Professional meetings.
- Maintain regular attendance to execute job responsibilities.
- Conduct Family Education sessions as needed.
- Perform any and all other functions deemed necessary.
Education / Experience Requirements :
- College degree preferred.
- One year’s experience in home care, health care or senior-related industry is preferred.
- Must possess a valid driver’s license.
Benefits :
- Voluntary Health Benefits
- Paid Time Off / Sick Time
- Six Paid Holidays and One Floating Holiday
- Discounts on Auto / Home Insurance through Liberty Mutual
- 401(k) and 401(k) matching after one year of employment.