Client Needs Specialist (Intake Specialist)

Description

Job Description

Are you a compassionate and empathetic individual who effortlessly connects with seniors? Are you a dedicated social worker seeking a new challenge? Do you aim to utilize your social work skills to assist the elderly population? If so, we have an exciting opportunity for you! With a significant number of seniors retiring daily, we are committed to helping them access the best care options available, while also supporting their families through this process.

The Client Needs Specialist performs the initial calls with potential new clients (PNCs) to help guide qualified prospects from initial contact/workshop/webinar to the in-person vision meeting with our Client Navigators (Non-Attorney Salesperson or NASP) team. The Client Needs Specialist is also responsible for helping to point unqualified prospects in the correct direction of someone who is better suited to assist them.

This position will need to be able to work from one of our three offices — St. Clairsville, Lancaster, or Dublin, Ohio — but it could become a hybrid in the future.

Responsibilities

"What you will be doing" -

• Communicate with potential new clients (PNCs) to determine their goals and concerns and whether the firm is a good fit to assist them.
• Schedule meetings with qualified prospects.
• Ensure all PNCs receive pre-conditioning materials as defined in the pre-engagement glide path.
• Enter new clients in Jarvis’ case management system and send emails to appropriate parties within the firm to start a new case.
• Create/update files for new clients or past clients with new cases.
• Follow up with prospects who did not complete their vision meetings to get the prospect re-engaged in the process.
• Communicate with clients and other parties to provide updates and gather information; answer basic questions about the status of the case.
• Monitor case progress, deadlines, and important timeframes/milestones.
• Manage, prepare, and organize client files, information, and responses.
• Manage client relationships.
• Basic data entry and update case management system.
• Complete all assigned tasks within a timely manner, making appropriate notes to the files.
• Assist the Director of Client Navigation with changes to the “intake” process, making sure that the process makes sense to the PNCs and to the Jarvis team.
• Record assigned Key Performance Indicators (KPIs) and report them weekly to the Director of Client Navigation.
• Responsible for drafting any client communications (letters/emails/text messages, etc.) when needed.
• Keep accurate client records so the rest of Jarvis’ client navigation team is aware of the status of all PNCs. Be able to provide important information during weekly meetings on PNCs when needed.
• Communicate with EA/Probate clients to determine their goals and concerns and whether the firm is a good fit to assist them.
• Schedule appropriate meetings with the correct team member within the firm’s guidelines.
• Any more.
  
  

Qualifications

"What do we need you to possess to succeed in this role?" -

• Of course - care, concern, empathy, and a love for the senior population.
• A knack for easily building rapport with families- all ages, all dynamics, etc.
• Creative problem-solving skills.
• Professional demeanor and written and verbal communication.
• Proficiency with multiple PC applications: MS Office and ability to learn our case management system.
• High follow through and well organized with the ability to adapt to change and changing circumstances and shifting priorities.
• Initiative and desire to help us grow our elder care navigation practice.
• Results-focused with a high level of accountability.
• Ability to follow guidelines and systems.
• Patience! Yes, it is a virtue here too, especially with our client families who can be overwhelmed and likely haven’t been through this process before.
• Good Humor. There’s nothing like a laugh to cut through the tension and worry. While we are not looking for comedians, we are looking for someone who is able to find and bring a little sunshine to the day.
  
  

Education/Experience

"What do you need?" -

• High school diploma or equivalent. Some college education is preferred, but not required.
• At least five years of prior customer service experience.
• Prior person-to-person sales experience is a plus, but not required.
• At least two years prior office experience, experience with business phone systems and office computer systems, experience with a customer relationship database, and software.
• Prior experience working in the Elder Care field is a plus, but not required.
  
  

Compensation

Applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. If you are looking to make a difference in someone’s life and work for a company that is best in class, who will value your consistent effort, and has growth opportunities.

About Jarvis Law

Jarvis Law Office, PC is a family-owned law firm that values work/life balance, flexibility, and providing excellent client service. Jarvis Law Office, PC has offices in Dublin, OH, Lancaster, OH, and St. Clairsville, OH.