Client Care Coordinator

What this role is really about

Every day, families in Evansville are trying to figure out how to help a loved one who needs care. They’re navigating one of the hardest decisions they’ll ever face—and they need someone who listens, understands, and helps them find a path forward.

As our Client Care Coordinator, you work alongside our Care Advisors as part of a collaborative team that guides families from first contact to ongoing care. Our Care Advisors handle the majority of incoming service inquiries—you step in to support overflow, and when a family is ready to talk, you’re the one who sits down with them. That care consultation is where trust is built, the relationship begins, and the decision to move forward gets made. From there, you own it: building the care plan, managing the relationship, and making sure the care we promised is the care we deliver.

This role also has a real growth component. We have a goal—a 12.5% year-over-year increase in hours of care—and your work contributes directly to it. But the way you get there isn’t through hard selling. It’s through earning trust in the consultation, building care plans that actually fit, and staying attentive long after the paperwork is signed. When you do this job well, the numbers follow.

What you’ll do day to day

Support inquiries alongside Care Advisors

• Step in on overflow inquiries alongside our Care Advisors—families reaching out are often in the middle of a crisis and every contact matters
• Ensure smooth handoffs and consistent communication so no family feels like they’re starting over

Lead care consultations—where the relationship begins and the business is won

• Conduct thorough, empathetic care consultations that help families feel heard and confident in their decision
• Assess each client’s needs, communicate the value of our services honestly, and guide families toward the right level of care—not just any care
• Build the customized service plan that comes out of that conversation—this is where trust turns into a care relationship

Manage client relationships long-term

• Personally handle client and Care Professional introductions—because a strong start shapes everything that follows
• Manage ongoing communication and follow-up to make sure care is working and families feel supported
• Continuously evaluate and refine service plans as client needs evolve

Own quality assurance

• Plan and execute a QA visit schedule that ensures every client is seen and evaluated regularly
• Use QA visits to catch changes in needs early, strengthen relationships, and identify opportunities to adjust or expand services
• Hold a high bar—and make sure clients and families know someone is always paying attention

Be the relationship anchor

• Work with clients, families, and internal teams to resolve issues quickly and with care
• Be the person clients and families trust to tell the truth, fix problems, and advocate for what they need
• Embody our core values—Empathy, Caring, Respect, Love, and Integrity—in every interaction, every day

What we’re looking for

We’re not looking for a polished sales resume or a specific degree. We’re looking for someone with the instincts, the drive, and the heart to do this job well. Here’s what that looks like:

• You connect with people naturally. Families in difficult situations feel at ease with you—you listen first, you ask good questions, and you help people make decisions they feel good about.
• You’re a collaborator. You work well within a team, communicate proactively, and make the people around you better—not just your own outcomes.
• You have a consultative mindset. You understand that the best way to grow is to genuinely serve people well. You’re goal-oriented and take ownership of outcomes.
• You follow through. When you say you’re going to do something, you do it. Clients, families, and colleagues count on you, and you take that seriously.
• You’re organized and self-directed. You manage your own schedule, prioritize without being told, and keep accurate records without letting it slow you down.
• You care about the mission. This isn’t just a job with metrics—it’s seniors living better at home and families getting peace of mind. That has to mean something to you.

A word about credentials

A high school diploma or equivalent is required. One year of related business experience—in sales, client services, healthcare, social work, or community outreach—will help you hit the ground running. But we’ve seen time and again that what predicts success here isn’t a credential. It’s drive, follow-through, and the ability to make people feel like they matter.

If your path here looks unconventional, tell us. We’d rather hear your story than assume.

Tech you’ll use

You’ll work in our client care systems, Microsoft Word and Excel, and Home Instead’s internal tools. Comfort with technology—or a genuine willingness to learn—matters. We’ll train you on our specific platforms.

You’ll need a valid driver’s license and the ability to travel within the Evansville area. Occasional evenings or weekends may be required, including potential after-hours coverage.

What we offer

• A mission that matters—every client you serve is a senior living with dignity at home and a family with peace of mind
• A small, close team where you work directly with the franchise owner and build relationships based on trust and integrity
• A workplace built on our values: empathy, caring, respect, love, and integrity—lived every day, not just posted on a wall
• Real room to grow for people who perform