Client Care Coordinator Job Description

Home Instead in SW Ft. Worth is looking for a motivated individual who can successfully represent our services to potential clients and their families. We are looking for an individual who is passionate about the work they do, can speak to seniors and their loved ones about the care they need, and can advocate for the senior market. We will train you on the software we use, and you will have support from the team as you work one-on-one with those who need our help. From your efforts you will enjoy seeing seniors become more independent and engaged day-to-day. If you are organized, have a heart for serving others, and a positive energy in your words and work, then we'd love to meet you and talk about a wonderful opportunity to share the best of who you are. This position pays in the range of $40,000 - $50,000 annually.

Objective:

The Client Care Coordinator is responsible for ensuring maximum hours of service for the active client list. Responsibilities also include service inquiries and care consultations with potential clients and family members, client/care pro introductions and quality assurance visits with existing clients. They use sales skills to determine each client’s initial needs and provide solutions in the form of a Individualized 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. This position is responsible for reporting results in moving relationships forward to Manager on a weekly basis, discussing successes and opportunities, and demonstrating documented progress and inquiry results.

Primary Responsibilities:

· Reflect the core values of KangaRew, Inc. (d.b.a. Home Instead #451, an independently owned and operated Home Instead franchise).

· Responsible for researching and developing client relationships; follow-up calls, and client needs, recommendation of appropriate Home Instead® services and additional community resources, maintaining and nurturing existing clients, including follow-up, as necessary.

· Lead incoming inquiry’s for assigned territory with the primary goal of bringing in new business to increase overall market share.

· In conjunction with Home Instead franchise leadership, develops strategy detailing weekly and monthly activities focused on meeting or exceeding established goals.

· Develop and maintain knowledge of Home Instead brand. Effectively presents Home Instead marketing materials and services to clients and families including 1:1 meeting, as well as planning, arranging and conducting formal group presentations to community members.

· Maintain accurate records of all presentations; closed sales; and follow-up activities within the assigned territory, including the use of software to maintain accurate records to maximize territory potential.

· Be proficient and accurate in use of the ClearCare system.

· Produce designated reports for the business, Deactivation, Svc. Inq., Wkly client list, etc…

· Demonstrate open and effective communication with Clients families, Clients, owners, colleagues and care pro’s.

· Adhere to all company policies, procedures and business ethics codes.

· Participate in and contribute to the development of educational programs offered to clients, prospects, and co-workers. Conduct Family Education sessions, Care Consultations and Service Inquiries as needed.

· Conduct Care Consultations for prospective clients and draft Individual Service Plans for new clients.

· Meet and or exceed targeted conversion and closing rates.

· Develop and maintain positive relationships and effective communications with all clients and families through quality assurance (QA) visits, phone calls, cards, and special events.

· Work with other team members to coordinate various aspects of a client’s care.

· Maintain client information for associated insurance companies and submit in a timely manner.

· Maintain client files for business and in accordance with State HHS requirements.

· Conduct community support with clients, families and RPN’s serving as a liaison and advocate for the needs of seniors.

· Conduct service inquiries with prospective clients imploring the Consultative Sales process on the phone to achieve care consultations.

· Conduct Care Consultations for prospective clients and draft Plan of Care assessments for new clients.

· Assist in answering incoming calls in a friendly, professional manner and enter information into ClearCare and Salesforce

· Develop and maintain positive relationships and effective communications with all clients and families through quality assurance (QA) visits, phone calls, cards, and special events.

· Maintain and provide on-going report of Client celebrations week over week.

· Conduct QA visits with clients and Care Pros over the phone according to the QA frequency guidelines.

· Conduct follow up as necessary.

· Monitor, mediate, and log both client and Care Pro activity and follow up on the Care Pro assignments and client services.

· Enter and maintain accurate client and Care Pro records in ClearCare.

· Maintain regular attendance at the office to execute job responsibilities.

· Recognize and pursue opportunities to modify individual service plans to best support the ongoing needs of clients through a quality assurance program.

· Work with other team members to coordinate various aspects of a client’s care.

· Correspond and celebrate events with clients on holidays and birthdays.

· Attend funerals, send flowers, cards, and memorials.

· Take on-call in rotation with office team.

· Assist the Disaster Coordinator overseeing compliance with the Agency’s policies and procedures related to Emergency Preparedness and Response Planning per Federal and State Regulations

· Assist the Client Care department with community training and support of clients, families and RPN’s serving as a liaison and advocate for the needs of seniors and providing certified CEU’s

Secondary Responsibilities:

· Conduct client/care pro introductions as needed.

· Participate in various PR strategies.

· Ensure the accuracy of public information materials and activities.

· Assist RRC with the counsel of Care Pros on quality concerns after visiting clients and support training programs for Care Pros to meet State regulations and Home Instead Senior Care standards.

· Assist RRC with CARE PRO Inquiries, interviews, and Care Pro file support.

· Participate in Care Pro meetings.

· Conduct Family Education sessions, and Care Consultations as needed.

· Perform any and all other functions and responsibilities deemed necessary.

Critical Numbers:

· Closing and Conversion %’s at least equal to the network average

· Remain current on Q/A and ISP updates.

· Attend and represent Home Instead at the Parkinson’s support group, Alz. Assoc. events and Continuity of Care meetings.

Education/Experience Requirements:

· College degree or equivalent work experience

· Related business or sales experience (consultative sales a plus)

· Must possess a valid driver’s license.

· Must be able to work in the field and be insurable.

Knowledge, skills and Abilities:

· Must have an understanding of and uphold the policies and procedures established by KangaRew, Inc. (d.b.a. Home Instead #451, an independently owned and operated Home Instead franchise)

· Must demonstrate excellent oral and written communication skills and the ability to listen effectively.

· This position must have the ability to work independently, maintain confidentiality of information and meet deadlines.

· Knowledge of the senior care industry

· Ability to establish good working relationships with management, colleagues, franchise owners and their staff.

· Ability to present a professional appearance and demeanor.

· Must be able to work as a part of

· Must have computer skills and be proficient in ClearCare, Salesforce, Word and Excel

· Ability to work a flexible schedule including evenings or weekends as required.

· Ability to travel locally and possible exposure to unpleasant weather.

· Must have the ability to demonstrate effective interpersonal skills is essential as well as sound judgment and good decision-making.

· Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures.

· Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work.

· This position must have an understanding of and uphold the policies and procedures established by KangaRew, Inc., d.b.a. Home Instead #451

· This position must demonstrate excellent oral and written communication skills and the ability to listen effectively.

· Ability to sit at a desk and listen effectively for long periods of time on the telephone.

· Ability to operate office equipment.

· Must be patient and congenial on the telephone.

· Ability to perform duties in a professional office setting.

· Must be able to work as a part of a team.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Paid time off

Schedule:

• Monday to Friday
• On call

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Fort Worth, TX 76107: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Senior care: 1 year (Preferred)

Work Location: In person

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