Client Care Coordinator

Lammers Enterprises, Inc. d/b/a Home Instead Senior Care

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:

• 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 quarter.
• Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through a quality assurance program.
• 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, referral providers, 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:

• Occasional remote/on call back up assistance on weekends
• Assist with answering phones
• Assist Staff Coordinators with scheduling CAREGivers
• 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.
• Experience conducting best in class customer service and/or sales
• CNA preferred but not required
• Must possess a valid driver’s license

Knowledge, Skills and Abilities:

• Must demonstrate a passion for caring for seniors and prioritize their well being
• Must demonstrate integrity
• Must demonstrate effective interpersonal skills including excellent oral and written communication skills as well as sound judgment and good decision-making skills
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Knowledge of the senior care industry is preferred
• 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 present a professional appearance and demeanor and perform duties in a professional office setting
• Must be patient and congenial and able to listen effectively 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 work as a part of a team
• Must demonstrate excellent organizational skills

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

Each Home Instead franchise is independently owned and operated.