Client Care Coordinator - Full-time

Client Care Coordinator
Company Overview
Home Instead Senior Care® is the world’s trusted source of non-medical companionship and home care services for seniors.  Our services include companionship, meal preparation, light housekeeping, medication reminders, laundry, errands, escorting to appointments and personal care.  No certifications required, training will be provided.
 
 
Objectives:

• Meet with prospective clients in order to discover their needs, sign them up for service and establish a billing relationship.
• Ensure satisfaction, safety and quality care through regular phone contact with clients and representatives as well as live visits in their homes.

 
Primary Responsibilities:

• Reflect the values of HD Industries, LLC d.b.a. Home Instead Senior Care®.
• Be a point of contact in the office for clients and family members to facilitate problem resolution for client care issues.
• Conduct client/CAREGiver introductions

• Keep sufficient documentation of all relevant phone and in-person contacts with clients, client representatives, CAREGivers and others.
• Responsible for ensuring all Quality Assurance home visits with new clients two-weeks after start of service and every 90-days are scheduled and completed by the due date. Ensure proper maintenance of Client Journals. Collect service records for office file and keep journal stocked with blank forms.
• Maintain all active prospects and client records in ClearCare. Update and inactivate prospect and client files as needed.
• Take phone inquiries from prospective clients, set-up service calls, record client inquiries in ClearCare to enable reporting conversion, closing and referral sources.
• Know about long-term care insurance and how it works to be in a position to advise clients on this topic during care consultations.
• Responsible for maintaining client files; scanning into the main shared folder and ensuring the hard copies are in the client file.
• 90-Day audit of client files when home visit is conducted.
• Gain mastery of the following technical systems/processes/resources: Outlook Calendars, Outlook Mail, ClearCare, The Hub, One Drive File Sharing, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Konica Printer, Panasonic Phone System, EFax, and more.

 
Secondary Responsibilities:

• Conduct Care Consultations with prospective clients.
  • Requires intimate knowledge of all care consultation paperwork: Client Disclosure Statement, Client Assessment, Service Plan, Service Agreement, Medication Services Agreement and Direct Payment Authorization.

• Assist with on-call duties as needed

• Assist as a backup for weekend care consultations in urgent cases. These care consultations will be scheduled at the discretion of the General Manager.
• Other duties as assigned

 Qualifications:

• Previous experience desired - Licensed Nurse, MSW or someone with work experience within senior care is desired. 
• Must have exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment
• Ability to quickly build rapport with people of all cultures
• Minimum of one-year experience managing clients Preferred
• Ability to visit client homes in the assigned territory 

Each Home Instead franchise is independently owned and operated.