Objective:
Home Instead is looking for a caring, persuasive and driven individual to become a part of our team as Client Care/Training Coordinator and join our mission of enhancing the lives of aging adults throughout our community. Home Instead 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.
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/Care Professional 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. As a Training Coordinator they will be responsible for the execution and organization of all training programs for Care Professionals. This position will also require the support of shared services.
Salary: 45-50K Per Year (Based off experience)
Primary Responsibilities:
· Reflect the core values of AV Home Care Services LLC, DBA 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 (month/quarter).
· Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through a quality assurance program.
· Work with clients and their families on the various issues that may arise to ensure they are getting resolution to issue as well as receiving the services needed.
· Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and Care Pros, and referral providers/care providers.
· Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
· Create a monthly training calendar.
· Schedule and conduct Care Pro Orientation
· Evaluate and update all orientation and training materials as needed.
· Schedule and conduct Care Pro Training, In-services, and Alzheimer’s Training
Secondary Responsibilities:
· Field new client inquires over the phone in a knowledgeable manner, enter information into the operating system and print out care consultation form.
· Perform all other functions and responsibilities deemed necessary.
· Conduct introductions, care consultations and quality assurance visits as deemed necessary.
· Maintain regular attendance to execute job responsibilities.
· Conduct Family Education sessions as needed.
Education/Experience Requirements:
· College degree preferred
· One year’s 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.
· LPN preferred.
Knowledge, Skills, and Abilities:
· Must have the ability to establish good working relationships with the franchise owner, office colleagues, Care Pros, and the community.
· 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 Excel and Word
· Must have the ability to work as a part of a team.
· Must have the availability to work evenings or weekends as required.
· Must be patient and congenial on the telephone.
· Must demonstrate discretion, integrity, and fair-mindedness consistent with office standards, practices, policies and procedures.
· Must have the ability to work independently, maintain confidentiality of information and meet deadlines.
· Must demonstrate excellent oral and written communication skills and the ability to listen effectively.