Job description

Position: Client Care Coordinator

Objective:

The Client Care Coordinator manages the client/family relationship and sales/service opportunities. The Client Care Coordinator is expected to perform various duties related 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 consultative sales to determine clients' needs, provide solutions, and create a tailored service plan. They continuously evaluate the program through ongoing communications and visits to ensure high-quality care, client satisfaction and retention, and sales opportunities to increase service hours.

Primary Responsibilities:

• Reflect on the core values of Home Instead
• and the overall responsibility for the client/family relationship with the office.
• Meet with potential clients and family members to discuss their needs and provide solutions through a service plan.
• Analyze the effectiveness of the services provided to each client occasionally and recognize and pursue opportunities to modify service plans to best support clients' ongoing needs.
• 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.
• Work with other team members to coordinate a client’s care.
• Conduct Client/Care Professional introductions with every new client and Care Professional.
• Create and maintain client and responsible party records documenting all quality assurance meetings.
• Maintain a quality assurance program.
• Plan and execute a schedule ensuring each client has at least one quality assurance visit per (month/quarter).
• Update or change billing rates as appropriate.
• Execute service agreements outlining the contractual relationship between the client and the company.
• Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and Care Professionals, and referral providers/care providers.
• Work with clients and their families on the various issues that may arise to ensure they resolve and receive the services needed.
• Demonstrate open and effective communication with the franchise owner, colleagues, Care Professionals, clients, and family members.
• Maintain regular attendance at the office to execute job responsibilities.
• Must adhere to all company policies, procedures, and business ethics codes and ensure they are communicated and implemented within the team.

Secondary Responsibilities:

• Participate as needed in all Care Professional meetings.
• Conduct Family Education sessions as needed.
• Perform all other functions deemed necessary.

Critical Numbers:

• Conduct the initial client/Care Professional introduction for every new client.
• Conduct 40 Q.A. visits with clients per month.
• Maintain an enlistment rate of sixty percent or more concerning new cliental.

Education/Experience Requirements:

• College degree preferred.
• One year of experience in home care, health care, or senior-related industry is requested, but an equivalent combination of education and work experience may be considered.
• Must possess a valid driver’s license.

Supervisory Responsibilities:

• None

Knowledge, Skills, and Abilities:

• Must understand and uphold the policies and procedures established by Home Instead.
• Must demonstrate excellent verbal and written communication skills and the ability to listen effectively.
• Must be able to work independently, maintain the confidentiality of the information, and meet deadlines.
• Must demonstrate practical interpersonal skills, sound judgment, and good decision-making skills.
• Must demonstrate discretion, integrity, and fair-mindedness consistent with office standards, practices, policies, and procedures.
• Must demonstrate knowledge of the senior care industry.
• Must be able to organize and prioritize daily, monthly, quarterly, and yearly work.
• Establish good working relationships with the franchise owner, office colleagues, Care Professionals, and the community.
• Must have the ability to present a professional appearance and demeanor.
• Must have the ability to operate office equipment.
• Must be patient and pleasant on the telephone.
• Must have computer skills and be proficient in Excel and Word.
• Must have the availability to work evenings or weekends as required.
• Must have the ability to perform duties in a professional office setting.
• Must have the ability to work as a part of a team.

Job Type: Full-time

Pay: From $24.00 per hour

Benefits:

• Flexible schedule
• Opportunities for advancement
• Paid time off
• Paid training
• Professional development assistance
• Referral program

Schedule:

• 5x8
• 8 hour shift
• Day shift
• Monday to Friday
• On call
• Weekend availability

Work setting:

• Inpatient
• In-person
• Long term care
• Office
• Outpatient

Ability to commute/relocate:

• Abilene, TX 79602: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: In person

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