Client Care Coordinator

Home Instead is seeking a compassionate, dedicated, organized and goal driven self-starter to be part of our growing care team as a Client Care Coordinatorand join us in our 29th year of enhancing the lives of aging adults throughout our community. Our office based in Covina, CA serves the communities of Azusa, Claremont, Covina, Diamond Bar, Glendora, La Verne, Pomona, San Dimas, Valinda, Walnut, West Covina, and other surrounding areas. We provide non-medical care to aging adults and people with special needs, helping them to remain in their home and meet the challenges of aging with dignity, care, and compassion.

We are looking to fill this position as soon as possible. Please review the responsibilities below and apply with the following requirements: resume, cover letter outlining how you qualify for the job, and pay expectations. Candidates meeting qualifications will be contacted for next steps.

The Client Care Coordinator is expected to perform a variety of duties that relate to client care including managing service inquiries and care consultations with potential clients & family members, onboarding new clients, conducting client/caregiver introductions and performing quality assurance visits with existing clients. Utilize the consultative sales approach to determine each individual potential client’s needs, provide solutions and create and maintain a tailored service plan. 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. Manage issues expeditiously to ensure clients receive the highest quality care. This position requires the exercise of discretion and independent judgment regarding the significant matters of developing relationships with our clients and their representatives and of maintaining ongoing billable services for our clients.

Pay: $23 to $25/Hour based on Qualifications & Experience of the Candidate; plus performance incentive pay

Job Type: Part-time to become Full-time

Benefits:

• Competitive base pay plus performance incentive pay
• Participation in team bonus opportunity
• Vacation Pay after meeting criteria
• Paid Holidays
• Paid Sick Time
• Paid Training
• Retirement Plan
• Mileage & Travel Reimbursements
• Employee Discounts
• Access to Company Vehicle

Primary responsibilities include, but are not limited to:

• Reflect the values of Sulochana, Inc., d.b.a. an independently owned and operated Home Instead franchise.
• Conduct Service Inquiries and Care Consultations as needed following the consultative sales process.
• Work with other team members to onboard new clients and start services expeditiously.
• Maintain ongoing communication and a consistent follow-up schedule with potential clients and families who have yet to commit to service.
• Manage & maintain Salesforce prospect lead database.
• Work with other team members to coordinate various aspects of client care.
• Work with clients and their families on the various issues that may arise to ensure they are resolved quickly.
• 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, Care Pros, staff colleagues, franchise owner, and healthcare partners.
• Participate in Marketing and Community activities as needed to educate families on care options and to promote the business.
• Weeknight and/or Weekend On-Call rotation with the other office staff to ensure continuity of care.

Requirements:

• Bachelor’s degree or an equivalent combination of education and work experience may be considered; Bachelor’s degree in Gerontology preferred
• Two years’ minimum experience in client care or case management in non-medical senior home care industry required
• Must demonstrate knowledge and experience in non-medical senior home care industry
• Driving to client’s homes/communities within the franchise territory is a significant portion of the job
• Must be fluent in English and demonstrate excellent oral and written communication skills and able to listen effectively (Bilingual English/Spanish, is a plus)
• Must demonstrate effective interpersonal skills as well as sound judgment, good decision-making skills and ability to maintain confidentiality of information
• Must have superior organizational skills with attention to detail and the ability to prioritize tasks effectively, good work ethic, ability to work independently, set priorities, meet objectives & deadlines, and manage multiple projects & competing priorities simultaneously
• Must have the ability to present a professional appearance, demeanor and to work as a part of a team
• Must have superior computer skills and be proficient in Windows, Office 365 (Word, Excel, Outlook, PowerPoint, etc.) and Social Media applications; ability to quickly learn, master and manage the operating system and all required systems/applications; experience in Salesforce and WellSky/Clearcare is a plus
• Must have the ability to work evenings and weekends as required and be flexible to the demands of the business
• Must possess a valid driver’s license, reliable vehicle to use for work, and auto insurance
• Must be able to pass state licensing criteria, employment screening process and be insurable
• Must live near Covina, CA within the franchise territory and authorized to work in the USA

Our Ideal Candidate is highly organized, results driven, energetic and friendly professional who can excel in a team environment. The Client Care Coordinator needs to be a customer focused problem-solver who approaches their work with compassion and empathy. The person must have a genuine desire and passion to serve older adults and special needs individuals in our community.

Home Instead Covina operates 24 hours a day, 7 days a week.