Client Services Coordinator

Improve our clients’ lives one conversation at a time. If you are an individual who enjoys helping others decide on the best way to care for their family members by actively listening to their concerns, reviewing care plans, and visiting clients’ homes to ensure quality of care, our Client Services Coordinator position would be the career for you! 

Our Client Services Coordinator will work closely with the Client Services Director/owner to manage all client services for Senior Helpers of Portage/Geauga within the franchise territory, including converting leads, retaining clients, and managing the growth of hours from current clients.

Job Benefits:

• 401(k) matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off   
• Quantum Health & Wellness: 100% FREE prescriptions, virtual doctor visits, and more!
• Bonus opportunities based on company goals.
• Varied Discount Programs

Objective: The Client Services Coordinator will work directly in support of the Client Services Director to manage and develop client services for the territory. This position includes converting leads into assessments, retention of clients, and managing the growth of hours from current clients via positive interaction and booking re-assessments. 

Reports to: Owner/Client Services Director

Employment Type: Full-time, Hourly - M-F, 8:30 am-5:00 pm with an on-call rotation

Primary Responsibilities (including, but not limited to):

• Has a regular communication process for new clients that may include caregiver introductions, the first day of service calls, and visit(s) within the first 30 to 90 days of service to ensure “world-class” client satisfaction.
• Ensures clients and their families are satisfied with the Senior Helpers services, including online reviews, and works to find solutions with the appropriate employees and/or family members.
• Visits clients on a systematic basis to assess the quality of services as well as client and family satisfaction. Spend approximately two to three days out of the office reassessing clients and managing client visits in the hospital, rehabs, facilities, etc.
• Assists with developing, implementing, and updating client care plans.
• Communicates with the scheduler or Care Team leadership team if caregivers need to be changed.
• Creates a regular cadence of reviewing aging leads and referrals to book an assessment.
• Generates internal growth each month consistent with company goals.
• Assists the Client Services Director in completing assessments and reassessments using LIFE Profile.
• Collaborates with clients, caregivers, and office staff regarding changes in client needs.
• Updates the client retention dashboard weekly and creates a plan for replacing lost hours and proactive care management weekly.
• Takes service inquiry calls and follows up with leads to meet client conversion targets.
• Ensures client information remains confidential, current, and accurate.
• Works closely with the Care Team and Scheduler(s) to identify the best caregiver/client match and assist the team when compatibility concerns are raised.

• Seeks opportunities to enhance seniors’ quality of life through various service offerings.
• Develops and strengthens referral source partnerships to assist the Community Relations Manager.
• Participates in marketing and community awareness events, as needed.
• Other duties as assigned.

This job description is subject to modification at any time by the Company. Other duties and responsibilities may be assigned.

Qualifications 

• High school diploma or equivalent.
• At least 21 years old.
• Medical Assistant or LPN certificate required (experience in lieu of certificate considered).
• Minimum of 2 years in customer service, healthcare, senior care, or client relationships.
• Pass Background Check and Fingerprinting (BCI/FBI).
• Valid Driver's License, Vehicle, and Insurance.
• Must have excellent organizational skills, attention to detail, and the ability to prioritize in a changing environment.
• Must have excellent phone skills and follow-up skills with prospects, clients, and client families.
• Proactive problem prevention and issue resolution ability.
• Customer service experience preferred.
• Proficiency in using computers and Microsoft Office applications.
• Ability to learn new software systems quickly.
• Strong verbal communication skills, especially using the telephone.
• Ability to work independently or as part of a team.

What will make you stand out 

• At least one year managing clients and/or employees.
• Minimum 5 years' experience in an HHA/CNA/Caregiving role.
• Business development or community outreach experience.
• Experience with client assessments and/or care coordination.
• WellSky EMR system experience as an administrator.

Success Measures  

• Incoming lead response time.
• Assessment appointments booked.
• Client retention rates.
• Client satisfaction scores.
• Referral source engagement.
• Growth in referral relationships.
• Timely completion of reassessments with increased weekly hours.
• Community outreach and marketing event participation.

Why Work for Senior Helpers of Portage/Geauga?

• Great Place to Work® Certified
• Autonomy—We encourage our team members’ independence and believe in our team to complete their job duties without micromanaging.
• Task Variety—We provide an engaging workday that uses your various skill sets to avoid monotony.

About Senior Helpers of Portage/Geauga:

We are an independently owned and operated franchisee of SH Franchising, LLC dba Senior Helpers®. Senior Helpers® has been the nation's premier franchiser of in-home senior care franchisees since 2005, with locations across the country. Our services range from specialized care for those with chronic diseases to companion services for seniors looking for assistance with daily activities. Our mission is to provide compassionate care and improve the quality of life for our clients, their families, and our employees.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.