Client Advocate

Client Advocate Job Description

Goal:

The primary goal of the Client Advocate is to acquire and retain Senior Helpers clients by making them feel valued and important. This is achieved through regular communication and timely responses to their needs and concerns. The Client Advocate will accompany clients throughout their care journey, including visits to hospitals, rehabilitation centers, assisted living facilities, doctors, and other care-related services. Building and fostering relationships with clients and care professionals (also referred to as referral sources) is essential. Setting clear expectations for clients is the first step in this process, followed by ongoing value-based interactions with clients, their families, and medical professionals involved in the care continuum. Once services commence, effectively managing these expectations becomes critical.

Job Objectives:

• Increase client and referral source satisfaction, as measured by business growth.
• Drive improvements in client retention and the expansion of both existing and new business.
• Achieve Key Performance Indicators (KPIs) set by Senior Helpers, leading to growth in existing, new, and returning clients. Achievement of KPIs will lead to bonus opportunities.

Job Requirements:

• Meet activity and performance metrics outlined in the job offer.
• Oversee client and medical professional satisfaction in assigned territory.
• Conduct supervisory visits for clients, medical professionals, and facilities utilized throughout the care journey.
• Develop and implement strategies to effectively manage relationships with clients and medical professionals/facilities on a daily, weekly, and monthly basis.
• Coordinate orientations (i.e., meet and greet) between caregivers and clients or clients’ families.
• Identify, address, and resolve any issues related to clients or medical professionals/facilities to ensure satisfaction.
• Document all activities with detailed notes, strategies, and plans in the database of record.

• Monitor the client hours spreadsheet after each billing cycle and develop strategies to replace lost hours, which may involve growing existing client hours and acquiring new clients.
• Ensure regular supervisory visits are conducted for all clients, and wellness reports are sent to their families.
• Make recommendations to families regarding increases or decreases in care as needed.
• Update client care plans as necessary.
• Recommend community resources when appropriate.
• Conduct in-home assessments to promote and sign clients for Senior Helpers services.
• Ensure all required documentation is completed accurately.
• Communicate with schedulers to ensure appropriate matching and placement of caregivers with clients.

Qualifications:

• Bachelor’s degree in social work, healthcare, or a related field preferred.
• Previous experience in client advocacy, social work, or healthcare support roles.
• Strong interpersonal and communication skills, with the ability to build rapport with clients and families.
• Empathy and compassion for clients, particularly those in vulnerable situations.
• Knowledge of healthcare systems and resources available to clients.
• Proficient in using technology for documentation and communication.
• Strong organizational skills and the ability to manage multiple clients and priorities effectively

The ideal candidate will have a passion for helping others and advocating for the senior population. This individual will be supported by a collaborative team of peers and leaders, all focused on providing the highest quality of care and service. Representing the Senior Helpers brand through effective relationships with clients, facilities, and medical professionals is vital for this position, and compensation will be linked to performance in this area.

Working Conditions:

This role may require flexibility in working hours to accommodate client needs, including evenings or weekends. The Client Advocate will work in various settings, including clients’ homes, community facilities, and the office.