Client Care Advisor

Home Instead

Client Care Coordinator Job Description

Klipsch Senior Care LLC. d/b/a Home Instead

Objective:

The Client Care Coordinator is expected to perform a variety of duties that relate to client care including client/Care Professionals^SM introductions and quality assurance visits with existing clients. They use the consultative sales approach to determine each individual clients 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 Klipsch Senior Care LLC. 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 clients care.
• Conduct client/Care Professionals introductions with every new client and with every new Care Professionals.
• 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 Care Professionals 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 Care Professionals clients and family members.
• 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 Professionals meetings
• Maintain regular attendance to execute job responsibilities
• 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 drivers license

Supervisory Responsibilities:

• None

Knowledge Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by Klipsch Senior Care LLC. 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 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 able to operate HI technology systems
• 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