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Client Care Coordinator

Home Instead Senior Care Joliet Full-Time
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Home Instead Senior Care®

Client Care Coordinator

 


JRG 4, Inc. d/b/a Home Instead Senior Care

Objective:

The Client Care Coordinator is expected to perform a variety of duties that relate to client care and sales including care consultations with potential clients and family members. The Client Care Coordinator understands how the relationship with Referral Providers both serves to meet client and family needs as well as generates new business. They use the consultative sales approach to determine each individual client’s needs to provide solutions and create a tailored service plan. The consultative approach is also utilized to build and and nurture relationships with Referral Providers. 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.

The ideal candidate is confident, driven to succeed and passionate about delivering high quality customer service to everyone we engage with.


Primary Responsibilities:

  • Reflect the core values of JRG 4, Inc., (d.b.a. an independently owned & 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 closely with the team in building and nurturing relationships with referral providers and clients.
  • 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.
  • Maintain client/ CAREGiver quality assurance visit rotation.
  • 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 during the onboard of service to ensure they are getting resolution to issues as well as receiving the services needed.

  • 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.

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:

  • Expected number of clients added each month
  • Conduct service inquiries with an average conversion rate of expected %
  • Conduct care consultations with an average closing percentage of expected %
  • Expected number of referrals from referral providers each month
 

Education/Experience Requirements:

  • College degree preferred
  • One year experience in home care, health care or senior-related industry, an equivalent combination of education and work experience may be considered.
  • Office experience with a growing organization preferred
  • Customer Service and/or Sales experience
  • Must possess a valid driver’s license

Knowledge, Skills and Abilities:

  • Must have an understanding of and uphold the policies and procedures by JRG 4, 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

    Compensation:
     

  • Starting Salary: $37,000 

  • Company Vehicle
  • Company Phone & Computer
  • Simple IRA
  • Additional Compensation for On-Call Rotation (required)
  • Opportunity for Advancement
     

  • Each Home Instead Senior Care franchise is independently owned & operated.

Each Home Instead franchise is independently owned and operated.

X

Recommended skills

Consultative Selling
Customer Service
Consultative Approaches
Scheduling
Sales Process
Active Listening
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