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Client Care Coordinator

  1. Home
  2. Careers
  3. Job Description
 

Home Instead Senior Care®- Windward & Central O'ahu is looking for a caring and compassionate Client Care Coordinator to become a key player in our team and join our mission of enhancing the lives of aging adults throughout our community.  Home Instead Senior Care provides a variety of non-medical services that allow seniors to remain in their home and meet the challenges of aging with dignity, care and compassion.

Objective:

The Client Care Coordinator is expected to perform a variety of duties that relate to client care including care consultations with potential clients and family members, client/CAREGiverSM introductions and quality assurance visits with existing clients. 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.

Primary Responsibilities:   

 

  • Reflect the core values of Heritage Senior Care, Inc, d.b.a. an independently owned and 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 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.
  • Create and maintain client and responsible party records documenting all quality assurance meetings.
  • Plan and execute a schedule that ensures each client has at minimum one quality assurance visit per quarter.
  • Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through a quality assurance program.
  • 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 to ensure they are getting resolution to issues as well as receiving the services needed.
  • Demonstrate open and effective communication with the franchise owner, colleagues, CAREGivers, clients and family members.
  • 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:

  • Assign the initial client/CAREGiver introduction for every new client/CAREGiver shift and make sure documentation is complete for each within 24 hours
  • Coordinate that a minimum of 1 quality assurance visit per month for each client is conducted
  • Contact all clients on hold a minimum of 1 time per month
  • Maintain tasks for all clients on hold for follow up
  • Contact 24/7 clients or their families a minimum of 1 time per week
  • Complete all new client paperwork and documentation in clear care is complete within 24 hours of signing up a client

 

Education/Experience Requirements:

  • College degree preferred
  • One year 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

Knowledge, Skills and Abilities:

  • Must have an understanding of and uphold the policies and procedures established by Heritage Senior Care, 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
  •  

Each Home Instead franchise is independently owned and operated.

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