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.
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.