CLIENT CARE OUTREACH COORDINATOR

The Client Care and Outreach Coordinator is expected to perform a variety of duties that relate to client care including care consultations with potential clients and family members, client/Caregiver introductions and quality assurance visits and phone calls with new and existing clients as directed. They use sales skills to determine each client’s initial needs and provide solutions in the form of 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. In the Outreach role you will be expected to assist with developing strategies and tactics to get the word out about our company and drive new client leads to the business. The Outreach Coordinator will deploy successful marketing campaigns and own their implementation from ideation to execution. The Outreach Coordinator will build strategic relationships and partner with key industry players, agencies and vendors.

PRIMARY RESPONSIBILITIES:

• Reflect the core values of Palco Choice
• Meet with potential clients and family members to discuss their needs and provide solutions in the form of a service plan
• Relays new client details and care plan to staffing department to ensure appropriate Caregiver matching
• Set tasks for follow up and direct the lead management process for prospects as directed
• Work with other team members to coordinate various aspects of a client’s care
• Owns all aspects of client relationship for the first 30 days.
• Conduct client/Caregiver introductions with every new client
• Create new client records in the current operating system and in SharePoint.
• Recognize opportunities to increase service hours through quality assurance visits
• Use the QA Standards policy and procedures to ensure clients are visited/called per standards.
• Demonstrate open and effective communication with clients, family members, leadership, other team members, and Caregivers
• Timely Follow-up with RPN sources to Thank and update them on recent referrals to build and maintain these contact sources.
• Ability to identify and communicate At Risk Caregivers/Clients.
• Meeting with RPNs to ensure they are aware of the agency brand and how Palco can help their clients
• Conducting market research to determine a target audience’s needs, wants, habits, interests and other relevant factors used in creating targeted marketing campaigns
• Researching previous successful campaigns to understand what worked, what did not and what can be improved
• Reviewing the progress and success of a campaign, adjusting, or pitching ideas for new campaigns as necessary
• Research market to identify new opportunities
• Generate innovative ideas to promote our brand and our products
• Address advertising needs
• Ensure brand consistency through all marketing channels
• Use customer feedback to ensure client satisfaction
• Liaise with internal teams and ensure brand consistency
• Set up care consultations with an average of 45% of inquiries
• Conduct care consultations with an average closing percentage of 85%
• New client sales rate expectation at 38% close rate of care consults conducted.
• Conduct or schedule the initial client/Caregiver introduction for every new client
• Conduct a “in person” quality assurance visits as well as phone quality assurance calls
• Set up meeting with RPNs to develop new lead sources
• Drop by Marketing Conducted
• Host/Attend Marketing Events
• Promote Current Marketing Campaign
• This position must understand and uphold the policies and procedures established by Palco Choice.
• Travel within the Central Arkansas area required

SECONDARY RESPONSIBILITIES:

• Weekly meeting with leadership to review accountabilities and KPI’s
• Attend weekly office teams meetings and presents relevant information as needed

EDUCATION AND EXPERIENCE:

• Some college 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 driver’s license

SKILLS AND ABILITIES:

• Excellent oral and written communication skills and the ability to listen effectively
• Ability to work independently, maintain confidentiality of information and meet deadlines
• Ability to demonstrate effective interpersonal skills is essential as well as sound judgment and good decision-making
• Must demonstrate discretion, integrity, and fair-mindedness consistent with company standards, practices, policies, and procedures
• Ability to organize and prioritize daily, monthly, and yearly work
• Ability to establish good working relationships with office colleagues, the franchise owner, clients, and the community
• Ability to present a professional appearance and demeanor
• Ability to operate office equipment
• Must be patient and congenial on the telephone
• Must have computer skills and be proficient in Word and Excel
• Ability to work evenings or weekends as required
• Knowledge of the senior-care industry