Home Instead^®

Client Care Coordinator Job Description

LV@HM, Inc. d/b/a Home Instead

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/care professional introductions and quality assurance visits with existing clients. CCCs 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 LV@HM, Inc. (d.b.a. an independently owned and operated Home Instead franchise).
Conduct Service Inquiries and Care Consultations as needed following the consultative sales process.
Conduct client/care professional introductions with every new client and with every new caregiver.
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 resolutions to issues as well as receiving the services needed.
Responsible for researching and developing Referral Provider Network relationships and producing referrals; performs all phases of consultative sales process, including preparation and documentation of cold calls, follow-up calls, diagnosis of referral source and client needs, recommendation of appropriate Home Instead^® services and additional community resources, maintaining and nurturing existing referral accounts, including follow-up, as necessary.
Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

Education/Experience Requirements:

College degree preferred.
One year’s experience in sales, preferably using a consultative sales approach, is preferred.
Marketing experience is a plus.
One year’s experience in home care, health care or senior-related industry is preferred. An equivalent combination of education and work experience may be considered.
Must possess a valid driver’s license.

Benefits:

Voluntary Health Benefits
Paid Time Off/Sick Time
Paid Holidays
Discounts on Auto/Home Insurance through Liberty Mutual
401(k) and 401(k) matching after one year of employment.

CAREGiver of the Month - January 2021

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