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Client Care Coordinator

Company: Home Instead (Global Headquarters/Home Instead, In
Location: Cave Creek
Posted on: September 24, 2022

Job Description:

For the first time in history, older adults outnumber the young. This inversion of the age pyramid is revealing societys existing care models to be unsustainable. Home Instead, founded in 1994, is the worlds leading home care franchise network, providing more than one million hours of care across 13 countries every week. In 2021, Home Instead joined forces with Honor, the leading home care company that delivers the most human-centric technology and operations platform. Together, weve created a global company that combines high tech with high-touch to revolutionize how society cares for older adults, their families, and Care Professionals. Join us and grow as part of a united team where everyone shows up authentically, shares ideas bravely, and solves complex problems. Together, were creating a new and better aging experience for all. About the work: This is an in office position at our Cave Creek, Arizona office

The Client Care Coordinator has overall responsibility for managing the client/family relationship and sales/service opportunities. 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/Carepro introductions and quality assurance visits with existing clients. They use the consultative sales approach to determine each individual clients 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 sales opportunities to increase service hours. Responsibilities

  • Reflect the care values of Home Instead Senior Care.
  • Overall responsibility for the client/family relationship with the office.
  • Meet with potential clients and family members to discuss their needs and provide solutions in the form of a service plan.
  • Analyze the effectiveness of the services provided to each client from time to time and recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients.
  • 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 clients care.
  • Conduct client/Carepro introductions with every new client and with every new Carepro.
  • Create and maintain client and responsible party records documenting all quality assurance meetings.
  • Maintain a quality assurance program.
  • Plan and execute a schedule that ensures each client has at minimum one quality assurance visit per (month/quarter).
  • Update or change billing rates, as appropriate.
  • Execute service agreements outlining the contractual relationship with the client and the company.
  • Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and Carepros, 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, Carepros, 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.
  • Participate as needed in all CAREGiver meetings
  • Conduct Family Education sessions as needed
  • Perform any and all other functions deemed necessary
  • Conduct the initial client/Carepro introduction for every new client
  • Conduct initials consults, reassessments and QA visits as directed by the GM About you:To succeed in the role, youll need:
    • 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 drivers license.
    • Must have an understanding of and uphold the policies and procedures established by Home Instead Senior Care.
    • Must demonstrate excellent verbal 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. Applicants have rights under Federal Employment Laws:
      Family Medical Leave Act (FMLA) Equal Employment Opportunity (EEO)
      Employee Polygraph Protection Act (EPPA) Home Instead and Honor are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.

Keywords: Home Instead (Global Headquarters/Home Instead, In, Phoenix , Client Care Coordinator, Other , Cave Creek, Arizona

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