Job Snapshot

Client Care Coordinator
Objective:

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/Careprofessional  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. Additionally, they work to build and maintain relationships with community referral providers to increase Home Instead's standing in the Baltimore Area.

Primary Responsibilities:

• Reflect the core values of Thomas Point Capital d.b.a. an independently owned and operated Home Instead 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 
• 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.
• Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and CAREGivers, 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, CAREGivers, clients and family members.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
• Attend and represent Home Instead Senior Care at community events
• Achieve inquiry generation objectives for assigned territory with the primary goal of bringing in new business to increase overall market share. Target accounts include, but are not limited to, hospitals, physicians, home health agencies, assisted living facilities, nursing homes, senior centers, hospice, rehabilitation centers, etc.
• Develop and maintain knowledge of Home Instead brand. Effectively presents Home Instead marketing materials and services to referral providers, including 1:1 meeting, as well as planning, arranging and conducting formal group presentations to referral providers.
• Maintain accurate records of all sales and prospecting activities including sales calls; presentations; closed sales; and follow-up activities within the assigned territory, including the use of software to maintain accurate records to maximize territory potential.

Secondary Responsibilities:

• Maintain open relationships with office staff and outside business
• Maintain regular attendance to execute job responsibilities
• Conduct Family Education sessions as needed
• Perform any and all other functions deemed necessary

Education/Experience Requirements:

• 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 driver’s license

Supervisory Responsibilities:

• None –

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by Thomas Point Capital, d.b.a. an independently owned and operated Home Instead franchise
• Must demonstrate excellent oral 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 able to operate HISC technology systems
• 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

Salary : $24