Home Instead®

Pitter Patter HC LLC dba Home Instead

Client Care Coordinator Description

Objective:

We are seeking a Client Care Coordinator who can connect with clients, their families, support Care Professionals in the field by providing in the field training, and connect with other case managers of our community partners. If you have social work experience and direct care experience, you could be a great fit in this role! 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/Care Professional 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.

Primary Responsibilities:

• Reflect the core values of Pitter Patter HC LLC 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/Care Professional introductions with every new client and with every new Care Professional.
• 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 business owners, 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.
• Demonstrate open and effective communication with the franchise owner, colleagues, Care Professionals, clients and family members.
• Adhere to all company policies, procedures and business ethic codes and ensures they are communicated and implemented within the team.
• Provide personal care training for Care Professionals as part of continuous education.

Secondary Responsibilities:

• Share on-call responsibilities outside of normal business hours to include support for office staff, clients, Care Professionals, and community partners.
• Participate as needed in all Care Professional meetings and trainings
• Maintain regular attendance to execute job responsibilities
• Conduct Family Education sessions as needed throughout year
• Perform any and all other functions deemed necessary

Education/Experience Requirements:

• One year experience in home care, health care or senior-related industry required, an equivalent combination of education and work experience may be considered.
• College degree preferred
• Must possess a valid driver’s license

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by Pitter Patter HC 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 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, Care Professionals 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 Home Instead 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