Client Care Coordinator - Full-time / Part-time

Home Instead Senior Care®,  Chattanooga, TN Client Care Coordinator  
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/CAREGiverSM 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 Senior Care.
• 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:

• X number of clients added each month
• Conduct the initial client/CAREGiver introduction for every new client
• Conduct QA visits on X% of clients per month
• Add X client hours per month
• Conduct service inquiries with an average conversion rate of X%
• Conduct care consultations with an average closing percentage of  X%

 
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 driver’s license

 
Supervisory Responsibilities:

• None

 
Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by (your corporation or business entity name), (d.b.a. an independently owned and operated Home Instead Senior Care 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 Senior Care, Chattanooga, (d.b.a. an independently owned and operated Home Instead Senior Care 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.
Essential Home Instead®
Competencies
  Characteristics-All Roles   Delivering Results
  Maintaining a high level of commitment to personally getting things done.
People who are competent at delivering results assume personal responsibility for achieving outcomes and work effectively with little direction. They are dependable and responsible. Customer Service Recognizing and understanding customers’ needs and delivering in a manner that exceeds customers’ expectations. People who are competent at customer service have a desire to please customers and can recognize customers’ needs. They consistently do more than is required of them to ensure that the customer is satisfied. Influencing & Persuading Convincing others to adopt a course of action. People who display this competency influence others without being excessively aggressive or pushy. They understand their audience and modify their method of persuasion accordingly. They are confident and do not give up easily. Teamwork & Collaboration Effectively working and collaborating with others toward a common goal. People who are competent at teamwork build and maintain cooperative work relationships with others. They complete their own tasks for group projects in a timely and responsible manner and directly contribute to reaching the group goal. Interpersonal Communication Communicating clearly and effectively with people inside and outside of the organization. People who are competent at interpersonal communication listen effectively and develop rapport with others. They are able to articulate their thoughts and ideas clearly, they present information in a straightforward and logical way, and they ensure that they are understood. They share information with others that will improve overall work progress. Living Home Instead Building trust, taking the lead and sharing your heart.  
 
 
Home Instead Senior Care®
Client Care Coordinator Competencies
  Client Care Coordinator   Adapting to Change
  Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization. People who are competent at adapting to change are flexible in changing circumstances. They are open to change and different ways of doing things, and do not over-rely on old methods and processes. Planning & Organizing
  Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities. People who are competent at planning and organizing efficiently manage their time and the time of others and effectively handle multiple demands and competing deadlines. They identify goals, develop plans, estimate time frames and monitor progress.
  Courage of Convictions
  Having the personal courage to address difficult issues in the face of potential opposition. People who display this competency place a high importance on addressing the difficult issues. They are willing to say and do what they think is right, even when others around them have a different perspective.

Each Home Instead franchise is independently owned and operated.