Lead Homecare Advisor (Inside Sales Position)

Thekey

6d•Remote

About The Position

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes. Schedule: Tuesday-Friday 12pm-8pm Eastern Time Zone & Saturday 11am-7pm Eastern Time Zone

Requirements

Bachelor's degree in a related field or equivalent work experience.
5 years previous experience in take/inside sales role, or equivalent experience, healthcare preferred.
Excellent communication, interpersonal, and problem-solving abilities.
Knowledge of relevant regulations and compliance standards.
Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
Flexibility to travel within the region as required.
Ability to travel approximately up to 15% of the time
Ability to lift and carry up to 15-20 pounds
Ability to sit, stand and walk for prolonged period of time throughout the work day
Ability to use standard office equipment such as personal computer, laptop, telephone, photocopy machine, etc.

Responsibilities

Serve as the first point of contact for prospective clients and referral sources via phone, email, or web inquiry.
Establish trust quickly through warmth, professionalism, and empathy.
Conduct discovery conversations to uncover the caller's needs and assess fit for services.
Present TheKey's value proposition clearly and confidently.
Guide qualified callers toward the next step—such as a care assessment, consultation, or service start.
Provide helpful resources or referrals to callers who are not a fit for TheKey, always leaving a positive impression.
Deliver conversations that reflect TheKey's standards for compassion, accuracy, and clarity.
Document every call in the CRM system with thorough, high-quality notes that eliminate the need for families to repeat themselves.
Ensure all intake data is captured to support downstream teams in a seamless transition.
Consistently meet or exceed the following performance metrics:
Percentage of Calls Answered: 95%+ during scheduled hours.
Speed to Answer: Maintain average answer time metrics.
First Call Resolution (FCR): Aim to resolve or move the caller to next step during the initial interaction.
Lead Conversion: Meet monthly goals for converting inquiries into care assessments or service starts.
Documentation Accuracy: 100% of calls accurately logged with required fields completed.
Leverage both internal and external resources to identify and generate new leads. Proactively manage, organize, and track outreach efforts using Salesforce to maintain an up-to-date lead list and accurately record outcomes and dispositions.
Foster and maintain strong relationships with referral partners by providing clear, consistent communication and employing creative outreach strategies. Represent TheKey as a trusted partner and point of contact to ensure sustained engagement and referral growth.
Work closely with internal teams—including client success managers, operations, and sales—to optimize the intake process, proactively identify and resolve bottlenecks, and deliver a seamless experience for families entering our care.
Serve as a liaison to external agencies, community partners, and other stakeholders who participate in or influence the intake process. Ensure timely and effective communication, share relevant updates, and maintain a high standard of partnership on behalf of TheKey.