Home Instead^®

Client Care Coordinator – Third Party Payor Job Description

Kavis Healthcare d.b.a. Home Instead

Objective:

The Client Care Coordinator is expected to perform a variety of duties that relate to:

Client care and Caregiver engagement – This includes care consultations with potential clients and family members, client/CAREGiver^SM introductions, caregiver evaluations, caregiver in the field training 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.

Sales –This includes developing relationships with referral partners, specific to third party payor accounts (VA, regional center, Medicaid). They will leverage their client care experiences to increase value with our RPNs and drive referrals.

Primary Responsibilities:

• Reflect the core values of (Kavis Healthcare), (d.b.a. an independently owned and operated Home Instead Senior Care franchise).
• Conduct Sales outreach, Service Inquiries and Care Consultations as needed following the consultative sales process
• Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and CAREGivers, and referral providers/care providers.
• Maintain regular attendance at the office to execute job responsibilities.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Client Care Responsibilities (60%):
  • Meet with potential clients and family members to discuss their needs and provide solutions in the form of a service plan.
  • 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 various aspects of a client’s care.
  • Conduct client/CAREGiver introductions with every new client and with every new CAREGiver.
  • Create and maintain client and responsible party records documenting all quality assurance meetings.
  • Plan with the Manager 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.
  • Work with clients and their families on the various issues that may arise to ensure they are getting resolution to issues as well as receiving the services needed.
• Sales Responsibilities: (30%)
  • Work with General Manager to develop engagement strategies with referral partners
  • Reach out, thru impressions, and develop relationships with key referral third-party payor referral providers
  • Log impressions in salesforce to meet metrics
  • Attend events, fairs, etc. as needed to strengthen brand in the community
• Caregiver Engagement Responsibilities (10%):
  • Develop engagement strategies that utilize the 5 Caregiver needs to promote Caregiver retention and satisfaction.
  • Evaluate caregiver from a field performance perspective and recommend training needed
  • Be first in line for resolving caregiver issues that are related to client care and work with caregiver/client to solve issues accordingly as appropriate escalate issues to the General Manager
  • Develop and execute a caregiver experience that reflects Home Instead values and a preferred employer workplace.

Secondary Responsibilities:

• Schedule and conduct CAREGiver orientation and all training including training required to meet Home Instead® Standards and additional optional training as needed.
• Plan and successfully execute all CAREGiver meetings
• Conduct Family Education sessions as needed
• Perform any and all other functions deemed necessary

Education/Experience Requirements:

• College degree preferred
• One year experience in home care, health care or senior-related industry required, 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 have an understanding of and uphold the policies and procedures established by (Kavis Healthcare), (d.b.a. an independently owned and operated Home Instead Senior Care franchise)
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Must demonstrate effective interpersonal skills as well as 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 have the ability to organize and prioritize daily, monthly, quarterly and yearly work
• Must have the ability to establish good working relationships with the franchise owner, office colleagues, CAREGivers 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 congenial 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