Client Care Coordinator

Home Instead - Tolland•Mansfield, CT

20d•$46,000 - $52,000•Onsite

About The Position

The Client Care Coordinator is expected to perform a variety of duties that relate to client care including quality assurance visits with new and continuing clients, client/Care Professional introductions, client problem resolution, and care consultations with potential clients and family members. They 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.

Requirements

College degree preferred
One year of experience in home care, health care or senior-related industry required, an equivalent combination of education and work experience may be considered.
Must possess a valid driver’s license
Must have understanding of and uphold the policies and procedures established by Alby Sam LLC, d/b/a an independently owned and operated franchise of Home Instead, Inc., an Honor Company
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, Care Professionals and the community
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
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

Responsibilities

Reflect the values of Alby Sam, LLC (d/b/a an independently owned and operated franchise of Home Instead, Inc, an Honor Company).
Work with other staff towards a goal of high client satisfaction.
Work with other staff towards a goal of high Care Professional satisfaction.
Identify and implement ways to be “proactive” instead of “reactive.”
Plan and execute a schedule that ensures each client has quality assurance visits according to an agreed up on schedule, which will be include at least one telephone visit per month for all clients.
Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through a quality assurance program.
Work with other team members to coordinate various aspects of a client’s care.
Work with clients and their families on the various issues that may arise to ensure resolution.
Conduct Service Inquiries and Care Consultations as needed following the consultative sales process, as requested.
Maintain ongoing communication and a consistent follow-up schedule with potential clients and families who have yet to commit to service, as requested.
Conduct client/Care Professional introductions with new clients and with new Care Professionals, as needed.
Create and maintain client and responsible party records documenting all quality assurance meetings.
Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and Care Professionals, referral providers and/or other care providers.
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.
Participate as needed in all Care Professional meetings
Perform any and all other functions deemed necessary