Full Time Client Care Coordinator/Forsyth County

Primary Responsibilities:

• Reflect the core values of (Hodge Care, Inc.), (d.b.a. an independently owned and operated Home Instead Senior Care 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 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.
• Required to be an on call supervisor on a rotating staff schedule for weeknights (after hours) and weekend(s)

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:

• Conduct the initial client/CAREGiver introduction for every new client
• Conduct QA visits on 10% of clients per month
• Conduct service inquiries with an average conversion rate of 75%
• Conduct care consultations with an average closing percentage of 83%

Education/Experience Requirements:

• College degree preferred but not required  
• 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

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by Hodge Care, Inc., (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

Each Home Instead franchise is independently owned and operated.