What are the responsibilities and job description for the Client Care Advisor position at Home Instead - Madison?
About Us
Join We Care Senior Care, a proud Home Instead franchise, where our mission is to help seniors remain safe and cared for in their homes.
At the heart of our culture is our core value: **Love (v.)**, defined as: Patience, Kindness, Humility, Selflessness, Respectfulness, Forgiveness, Honesty, and Commitment. We seek individuals who lead with love in all they do.
About the Role:
At Home Instead, we are dedicated to helping older adults live safely, comfortably, and with dignity in their own homes. The Client Care Advisor plays a vital role in ensuring that every client receives personalized, high-quality care while serving as their advocate and primary point of contact. This position is ideal for a compassionate, service-oriented professional with strong interpersonal skills, sales ability, and a commitment to excellence in client care.
Are You a Leader who strives to bring out the best in people? Do you have a Passion to Help Others?
As the Client Care Advisor, you will build and maintain meaningful relationships with clients and their families, coordinate all aspects of client care including introductions between clients and Care Pros, and conduct quality assurance visits. You will use a consultative sales approach to develop and continuously evaluate tailored service plans, ensuring they meet or exceed client needs. This role requires a balance of relationship-building, sales ability, problem-solving, and operational coordination to maintain Home Instead's exceptional standard of care.
Benefits:
- Competitive Wages
- Benefits including Health, Dental, Vision, & Life Insurance
- 401k with company match
- Paid Vacation and Holidays (including your birthday!)
- Client Engagement & Relationship Building:
- Serve as a trusted advocate for clients, ensuring they receive the highest standard of care and support.
- Serve as the primary point of contact for clients and their families, building lasting, trust-based relationships.
- Conduct in-depth Care Consultations and service inquiries with potential clients and families, assessing needs, creating customized care plans, and executing the consultative sales process.
- Maintain consistent follow-up with potential clients and families who have not yet initiated services, ensuring ongoing support and engagement.
- Maintain consistent follow-up with designated RPN accounts ensuring ongoing support and engagement.
- Care Coordination & Quality Assurance:
- Oversee client service plans, ensuring that care is adapted as needs evolve.
- Collaborate with the care team, schedulers, and Care Pros to ensure seamless service delivery
- Conduct regular quality assurance visits and update documentation accordingly.
- Lead client and Care Pro introductions, ensuring a smooth and positive experience for both parties
- Collaboration & Problem-Solving:
- Work closely with Care Pros, healthcare professionals, and family members to create the best outcomes for clients.
- Address client concerns with empathy, professionalism, and proactive problem-solving.
- Identify opportunities to enhance care services and advocate for additional support when needed.
- Compliance & Documentation:
- Maintain accurate and up-to-date client records, including care assessments, service plans, quality assurance documentation, and Salesforce records.
- Adhere to all company policies, procedures, and compliance requirements.
- All other duties as assigned
- Training or experience in Healthcare Administration, Social Work, Gerontology, or a related field is preferred but not required. We value a variety of backgrounds and are open to candidates with relevant life or work experience.
- Prior experience in client services, healthcare, senior care, social work, or care coordination is strongly preferred.
- Sales Experience is a plus.
- Experience working directly with older adults, families, and caregivers is a plus.
- Technical Skills:
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with client management software preferred.
- Other Requirements:
- Availability to work evenings or weekends as needed.
- Valid driver’s license and reliable transportation (if client visits are required).
- Ability to maintain confidentiality and adhere to ethical business practices.
- Empathy and compassion – a genuine passion for serving older adults and their families.
- Exceptional communication skills- the ability to build trust and rapport with clients and families through clear, compassionate verbal and written communication.
- Strong problem-solving and organizational abilities – adept at managing multiple clients, priorities, and situations at once.
- Attention to detail – ensures accuracy in client records, care plans, and compliance documentation.
- Team-oriented mindset – able to collaborate effectively with Care Pros, office staff, team members.
- Must have the ability to establish good working relationships with Key Players, Care Professionals, Referral Sources, and Clients.
- Must have the ability to work independently, maintain confidentiality of information and meet deadlines
- Must have the ability to present a professional appearance and demeanor.