Client Care Advisor
About The Position
At Home Instead, our mission is to enhance the lives of aging adults and their families by providing compassionate, personalized care that allows seniors to remain safely and comfortably in their own homes. We're looking for a compassionate, organized, and relationship-driven Client Care Advisor to serve as the primary advocate for our clients and their families. In this role, you'll build trusted relationships, ensure exceptional client experiences, conduct in-home quality assurance visits, resolve concerns, and guide families through one of life's most important decisions. If you're passionate about helping others, enjoy building meaningful relationships, and thrive in a fast-paced environment where every day is different, we'd love to hear from you.
Requirements
- Minimum one year of experience in home care, healthcare, senior services, customer service, case management, hospitality, or a related field.
- Valid driver's license with reliable transportation.
- Excellent communication and interpersonal skills.
- Strong organizational and time-management abilities.
- Ability to work independently while collaborating with a team.
- Comfortable conducting in-home client visits throughout our service area.
- Proficient with Microsoft Office (Word, Excel, Outlook) and comfortable learning new software systems.
Nice To Haves
- Bachelor's degree or equivalent work experience.
- Experience working with older adults or individuals requiring personal care services.
- Experience conducting assessments, consultations, or client relationship management.
- Knowledge of the home care or healthcare industry.
Responsibilities
- Deliver an Exceptional Client Experience: Build strong relationships with clients and their families through regular communication and in-home quality assurance visits. Conduct scheduled quality assurance visits and monthly client check-in calls to ensure exceptional service delivery. Monitor client satisfaction and proactively identify opportunities to improve the client experience. Modify and update care plans as clients' needs evolve. Resolve client and family concerns professionally, compassionately, and promptly. Maintain accurate documentation of all client interactions and care plan updates.
- Guide Families Through the Care Journey: Meet with prospective clients and families to conduct in-home Care Consultations. Use a consultative approach to understand each family's unique needs. Develop personalized care plans designed to help clients remain independent at home. Maintain ongoing communication with prospective clients who have not yet started services. Help families feel informed, confident, and supported throughout the decision-making process.
- Coordinate Outstanding Care: Introduce new Care Professionals to clients to ensure a successful start of care. Partner closely with Scheduling, Recruiting, and Office teams to ensure seamless client care. Communicate effectively with Care Professionals regarding changes in client needs. Identify opportunities to improve communication and proactively solve problems before they become larger issues.
- Contribute to Team Success: Collaborate with office staff to maintain high client and Care Professional satisfaction. Participate in team meetings and training sessions. Support continuous improvement initiatives throughout the office. Perform additional responsibilities as assigned.
Benefits
- Telehealth benefits
- 12 days Paid Time Off
- 401(k) available after one year of employment
- Paid training and professional development
- Opportunities for career growth within a growing organization
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
