Home Care Liaison - Full-time

The Home Care Liaison is expected to perform a variety of duties that relate to client care including quality assurance visits with existing clients in facilities, care coordination visits with existing clients who are in the hospital/rehab temporarily, care consultations with potential clients/family members, and client/CAREGiver introductions. They determine each client’s needs, provide solutions in the form of a tailored care plan, and coordinate discharge plans. 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.  The Home Care Liaison provides onsite training to CAREGivers as needed to meet the clients changing needs.  They serve as a community resource for clients, families, CAREGivers, office staff and referral sources. They are also responsible for visiting all “A” level referral sources on a monthly basis to enhance and maintain relationships.

Duties:
•    Plan and execute a schedule that ensures each client has at least one quality assurance visit per week
•    Create, maintain, recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through the quality assurance program
•    Visit existing clients who are temporarily in the hospital or rehab, build relationships with Social Workers and Discharge Planners, and act as a client liaison on behalf of families to ensure a safe and organized return to their homes
•    Conduct Care Consultations with potential clients/family members to discuss their needs, provide solutions in the form of a care plan, enter new clients into computer, and work with Scheduling Coordinator to ensure service begins as expected
•    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 for every new client/CAREGiver shift
•    Educate clients, families, CAREGivers, RPN’s and office staff about community resources available
•    Produce 35 service inquiries per month
•    Conduct a minimum of 20 “one on one” impressions weekly with referral sources. Use the consultative sales process to form and strengthen relationships, determine their needs and provide custom solutions in order to gain their commitment
•    Attend community marketing events including health fairs, senior expos and any other event that would promote our service to the general public
•    Thank every referral source for service inquiries that are received 
•    Maintain current list of referral sources and log all marketing activity in computer daily
•    Provide onsite training to CAREGivers so clients continue to receive quality care
•    Seek testimonials and encourage PEAQ program from clients/families
•    Counsel CAREGivers on quality assurance concerns as needed
•    Provide exceptional customer service to clients, family members, RPN’s, franchise owner, colleagues and CAREGivers
•    Participate in all CAREGiver meetings
•    Provide CAREGiving to clients in an emergency or when a shift cannot be filled
•    Maintain regular attendance at the office to execute job responsibilities
•    Achieve the annual operational plan’s revenue, gross profit and profitability objectives

Position Requirements:
•    This position must demonstrate excellent oral and written communication skills and the ability to listen effectively
•    Must be self motivated, detail oriented, organized, have strong time management skills, be a problem solver and have the ability to handle multiple tasks at once
•    Ability to work independently, maintain confidentiality of information and meet deadlines
•    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
•    Ability to organize and prioritize daily, monthly and yearly work 
•    Ability to adhere to change in a small fast paced business
•    Ability to present a professional appearance and demeanor
•    Ability to work evenings or weekends as required
•    Knowledge of the senior-care/healthcare industry required
•    Must have experience with Microsoft Word, Excel
•    Marketing experience is preferred
•    Ability to lift 25 pounds