Client Care Coordinator

Join Klipsch Senior Care, d.b.a. Home Instead, as a Client Care Coordinator and play a key role in our mission to expand compassionate in-home care for seniors in the Bloomington, IN area. This position offers a unique opportunity to combine your sales acumen with your genuine desire to help others. You will be responsible for conducting initial care consultations, developing tailored service plans, and maintaining ongoing quality assurance through client visits and communication. Your ability to build strong relationships, demonstrate professionalism, and contribute to our growth goals will be essential as you ensure our clients receive exceptional care and support, while embodying our core values of integrity, empathy, and respect.

Client Care Coordinator Job Description

Klipsch Senior Care, LLC. d/b.a. Home Instead

Objective: The Client Care Coordinator at Klipsch Senior Care will drive our mission to expand compassionate in-home care for aging adults, directly contributing to our 12.5% year-over-year hours of care growth goal, while simultaneously fostering a high-quality culture and ensuring client satisfaction and retention. This role is responsible for client care coordination, including client/Care Professional introductions, quality assurance visits, and the use of a consultative sales approach to determine individual client needs and create tailored service plans. They will continuously evaluate these plans through ongoing communication and visits to ensure high-quality care, client satisfaction, and retention, as well as identify opportunities to increase service hours.

At the heart of Klipsch Senior Care are our core values: Empathy, Caring, Respect, Love, Integrity, Positive Energy, Passion, Patience, Persistence, Professionalism, and Community Focus. These core values help us to live our vision statement of "Making lives better: every day, every interaction." By embodying these principles, this role will become a trusted resource within the community and a valued mentor to our Care Professionals.

Primary Responsibilities

• Reflect the core values of Klipsch Senior Care, LLC. d.b.a. an independently owned and operated Home Instead franchise.
• Prioritize and immediately address all service inquiries with professionalism following the consultative sales model, ensuring each call culminates in scheduling a care consultation.
• Conduct thorough and empathetic care consultations with potential clients, ensuring their needs are understood and addressed, while utilizing a sales-oriented approach to effectively communicate the value of our services and convert inquiries into new clients.
• 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/Care Professionals introductions with every new client and with every new Care Professional.
• Maintain high standards of quality assurance by following established protocols and guidelines during client interactions.
• 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 Care Professionals, 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.
• Exhibit open and effective communication with the franchise owner, colleagues, Care Professionals, clients and family members.
• Demonstrate a sales-driven mindset with a focus on achieving targets and contributing to business growth.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
  
  

Secondary Responsibilities

• Assist with community networking and marketing when required.
• Perform all other functions and responsibilities deemed necessary.
• Potential of answering phones after hours, remotely.
• Potential of assisting clients in their homes for periods of time to ensure consistency of care
  
  

Education/Experience Requirements

• High school graduation or the equivalent.
• One year of related business experience or an equivalent combination of education and work experience preferred.
• Must possess a valid driver’s license.
  
  

Supervisory Responsibilities

This position does not have direct supervisory responsibilities

Knowledge, Skills, And Abilities

• Must have an understanding of and uphold the policies and procedures established by Klipsch Senior Care, LLC. 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 have the 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
• Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work
• Must have the ability to establish good working relationships with office colleagues, the franchise owner, clients and the community
• Must maintain regular attendance at the office to execute job responsibilities.
• Must present a professional appearance and demeanor
• Must have the ability to operate HI technology systems
• Must have computer skills and be proficient in client care systems, Word and Excel
• Must be able to work evenings or weekends as required