Client Care Coordinator

Client Care Coordinator Job Description

Objective:

The Client Care Coordinator is expected to perform a variety of duties that relate to client care including taking service inquiries, conducting care consultations with potential Clients and family members, providing introductions between Clients and Care Professionals, and completing quality assurance visits with existing Clients. They continuously evaluate the plan of care 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 Smith Family Senior Care, LLC. (d.b.a. an independently owned and operated Home Instead franchise).
• Document service inquiries using our current software systems.
• Conduct Care Consultations meeting with potential clients and family members to discuss their needs and build a person-centered plan of care.
• Maintain ongoing communication and coordinate follow-up schedules with potential clients and families who have yet to commit to service.
• Maintain client and responsible party records including documenting quality assurance meetings and plan of care updates.
• Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients, including increasing service hours.
• Conduct introductions between Clients and Care Professionals as needed.
• Demonstrate open and effective communication with the General Manager, Admin. Staff, Care Pros, Clients, and family members.
• Help Clients and their families with the various issues that may arise to ensure they are getting resolution to those situations as well as receiving the services needed.
• Maintain regular attendance at the office to execute job responsibilities.
• Adhere to all company policies, procedures, and business ethics codes and ensure that they are communicated and implemented within the team.
• Assemble new Client Journals and consult folders. Keep them well stocked.
• Pull inactive Client files, scan & upload.
• Adhere to all company policies, procedures, and business ethics codes.
• Meet weekly with the General Manager for a One on One.
• Attend and add necessary/needed documentation for weekly team meetings.
• Maintain strong working knowledge of all WA State rules governing In-Home Care Services.
• Perform any and all other functions and responsibilities deemed necessary for the success of a Home Instead franchise office.

Education/Experience Requirements:

• Sales experience helpful
• 2 years of experience in Home Care or a senior-related industry
• Experience writing/formulating personalized care plans
• Must possess a valid driver’s license
• High school graduation or the equivalent

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by Smith Family Senior Care (dba an independently owned and operated Home Instead 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 have the ability to demonstrate effective interpersonal skills as well as sound judgment and good decision-making.
• Must demonstrate discretion, integrity, and fair-mindedness consistent with company standards, practices, policies, and procedures.
• Must possess the qualities of a leader as a team player.
• Must have the ability to organize and prioritize daily, monthly, quarterly, and yearly work.
• Must have the ability to present a professional appearance and demeanor.
• Must have the ability to operate office equipment.
• Must have computer skills and be proficient in Word and Excel.
• Must have knowledge of the senior-care industry.
• Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone.
• Must be patient and congenial on the telephone as well as in person.
• Must be able to perform duties in a professional office setting.