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.
• Participate in taking after hours On-Call duty including nights and weekends as needed.
• Perform any and all other functions deemed necessary.

Education/Experience Requirements:

• College degree preferred.
• One year’s experience in sales preferred.
• Marketing experience is a plus.
• 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.