Home Instead^®

Client Care Coordinator Job Description

 

 
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/CAREGiver^SM 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 (Home Instead Northampton), (d.b.a. an independently owned and operated Home Instead franchise).
• Meet with potential clients and family members to discuss their needs and provide solutions in the form of a service plan.
• 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 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 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 resolution to issues as well as receiving the services needed.
• Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members.
• 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.

 
Secondary Responsibilities: 

• Participate as needed in all CAREGiver meetings
• Conduct Family Education sessions as needed
• Perform any and all other functions deemed necessary

Critical Numbers:

• 8 number of clients added each month
• Conduct the initial client/CAREGiver introduction for every new client
• Conduct QA visits on50% of clients per month
• Add client hours per month
• Conduct service inquiries with an average conversion rate of 40-50%
• Conduct care consultations with an average closing percentage of  85-90%

 
Education/Experience Requirements:

• College degree preferred not mandatory
• 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 (Home Instead Northampton), (d.b.a. an independently owned and operated Home Instead 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

 
Your employer is (Home Instead Northamton), (d.b.a. an independently owned and operated Home Instead franchise). Your employer is not Home Instead, Inc. This job description does not create an employment contract, nor imply it. Employment with your employer remains at will.