Caregiver and Client Acquisition and Retention Associate

JOB SUMMARY

The Caregiver and Client acquisition and retention associate sells Right at Home career opportunities, and care services to potential care professionals and prospective clients. actively sources talent into the organization, and creates extraordinary experiences to onboard, train and retain that talent. CCARA makes outbound sourcing calls to recruit talent and prospective clients. Facilitates the hiring process for candidates in the talent pipeline and partners with the Operations Manager and Scheduler to retain care staff. The Essential Functions are:

 

ESSENTIAL FUNCTIONS

VERBAL COMMUNICATION

·       Communicates effectively 1:1 and in group settings.

·       Persuasively articulates Right at Home’s mission, vision and differentiators and standards.

·       Keeps team, candidates, prospects and owner informed.

·       Answers telephone, and takes inquiries or messages in an upbeat, professional manner.

·       Conducts phone and in-person care interviews, demonstrates the ability to “Sell” Right at Home services to prospective care team, clients and their families.

·       Develops relationships with new and existing care staff and clients to ensure retention.

·       Maintains an ongoing liaison with clients, client families and company employees.

·       Sets up assessments and initial home consultations and assists and learns scheduling process.

LISTENING/CUSTOMER FOCUS

·       Responds promptly and courteously to all caregivers and clients’ calls.

·       Tunes in to the opinions, feelings and needs of people.

·       Understands the impact of one’s behavior on others and is patient and empathetic.

·       Lets others speak and actively listens to address specific needs.

·       Re-engages with families who inquired about services in the past but have not yet started service.

·       Proactively manages all Clear Care/WellSky prospects.

 

CREATIVITY

·       Generates new solutions to problems or suggests innovative improvements to current processes.

·       Creates promotional recruiting material as needed.

·       Investigates competitive landscape and identifies opportunities to gain market share.

·       Identifies and tests creative and diverse care staff and client sourcing strategies.

 

ORGANIZATION

·       Pre-plans weekly recruiting and onboarding activities.

·       Categorizes recruiting sources by quality and value, maintains local pay analysis.

·       Maintains all recruiting activity in the Applicant Tracking Systems.

·       Ensures all new caregiver files are complete and always audit-ready.

·       Implements the policies and procedures of the company.

·       Assists and advises in schedules and day-to-day activities of caregivers.

·       Maintains documentation of associate work records in CRM and ensures current and complete personnel records for all home care associates.

 

LIKABILITY

·       Builds and maintains trusting relationships with all stakeholders.

·       Builds candidate and client pipelines by nurturing genuine relationships. 

·       Exhibits friendliness, sense of humor, genuineness, and a caring nature.

·       Even when frustrated, treats people with respect.

·       Establishes and maintains an ongoing relationship with our invaluable care staff and clients.

 

JUDGMENT AND DECISION MAKING

·       Maintains compliance with applicable laws and regulations and implements corrective action in response to reports or complaints from regulatory agencies, the client or client family/representatives.

·       Demonstrates consistent logic, rationality and objectivity in decision making.

·       Achieves balance between quick decisiveness and slower, more thorough approaches.

·       Shows common sense and anticipates consequences of decisions.

 

TENACITY

·       Is energized by developing and meeting annual recruiting and retention goals.

·       Passionately strives to achieve positive results and surpass barriers.

·       Conveys strong need to win and has a reputation for not giving up.

·       Seeks out and seizes opportunities to go beyond the “call of duty.”

·       Action-oriented “doer” who achieves results despite circumstances.

 

 

 

ENERGY

·       Promotes Right at Home’s reputation as the “Employer of Choice and Company of choice”.

·       Excites applicants to progress through the interview and hiring process.

·       Presents ideas and data, which outline new sourcing opportunities and retention potential.

 

SELECTS “A” PLAYERS

·       Carefully pre-screens potential candidates prior to the office interviews.

·       Conducts all required new hire processing and orientations.

·       Anticipates consequences of hiring decisions.

·       Achieves diverse workforce. 

 

TRAINING AND COACHING

·       Completes orientation in accordance with established policies and procedures.

·       Conducts engaging new care staff hiring and orientation processes.

·       Tracks training requirements and accomplishments for each employee. 

·       Establishes an annual schedule for performance evaluations and Annual Recruiting and Retention Plan

 

TEAM BUILDING

·       Achieves cohesive, effective, positive and mutually supportive team spirit with team members. 

·       Nurtures a positive emotional and physical work environment.

·       Communicates openly and builds honest relationships that allow for differences to be constructively resolved rather than ignored, suppressed or denied.

·       Treats team members fairly and shares credit. 

 

EMPOWERMENT

·       Recognizes, nurtures and positively leverages the unique talents of team members. 

·       Encourages team decision making. 

·       Provides resources, training, support for team members to accomplish their duties.

·       Is “hands on” when appropriate.

 

NON-ESSENTIAL FUNCTIONS

·        Performs on call rotation as assigned.

·        Other general office, sales and clerical functions as required.

·       Other duties assigned by the Owner.

 

EDUCATION / SKILLS / ABILITIES / AVAILABILITY

·       Proven successful work experience.

·       Able to work independently, demonstrating sound judgment.

·       Read, write, speak and understand English as needed for the job.

·       Advanced office and computer skills and organizational abilities (Microsoft Office).

·       Bachelor’s degree in business or health related field, Masters preferred.

·       Experience with direct care, caregiving, or a CNA, HHA or PCT certification a plus.

 

WORKING ENVIRONMENT

·       Works primarily out of the local offices (Brighton, Novi, Owosso, and East Lansing).

·       Some travel is required when recruiting within the community.