Client Services Coordinator - Full-time / Part-time

Case Manager / Client Services Coordinator

 

 
Objective:
The Client Services Coordinator position is an entry level position with responsibility for supporting the activities of the Client Services Manager. Duties include case management and service quality assurance for clients, administrative records management and general field support as needed. 
Work with the Client Services Manager to conduct assessments of new clients, devise a plan of care in conjunction with the service goals and care needs of our clients, and conduct periodic home visits and reassessments as required.

Primary Responsibilities:

• Reflect the core values of Solicitude, Inc. (d.b.a. an independently owned and operated Home Instead Senior Care franchise)
• Maintain regular attendance at the office to execute job responsibilities
• Demonstrate open and effective communication with owner, General Manager, Administrative Staff and CAREGivers
• Conduct initial assessments for both private pay & program clients under Veterans Administration,  Family Care, and Community Care programs to establish individual plans of care
• Manage the creation, distribution, and maintenance of Client Journals for all clients
• Conduct introductions between caregiver and clients to insure familiarity with Plan of Care
• Conduct QA visits with clients as scheduled according to the established QA frequency guidelines
• Following each visit, update Client plans of care within business operating software and conduct follow up with relevant individuals (i.e. family members, POA’s, case managers, facility staff)
• Respond to client care incidents as needed and coordinate and conduct punctual follow up as necessary
• Consult with REM (HR) to develop a plan for remediation of CG performance/QA issues and effectively counsel CAREGiver 
• Out-process discontinued Program Clients, retrieve client journals from residences, and close corresponding files and records
• Conduct orientations for new Client/CAREGiver relationships as directed by the Staffing Manager or Client Services Manager
• Maintain hard copy Client files for all Active and Active/On-Call Client records including Lifeline subscribers 
• Manage the collection and review of Client Log Notes.

Secondary Responsibilities:

• Participate in daily morning meetings and weekly Client/CG issue review meeting with administrative staff and General Manager/Franchise Owner to review CAREGiver and QA issues
• Enter and maintain current and accurate client and CAREGiver activity notes in the business operating software
• Actively monitor Outlook e-mail and calendar system on a daily basis and schedule all appointments with at least one week lead-time when possible
• Participate in Quarterly CAREGiver meetings
• Perform any and all other functions and responsibilities deemed necessary

Education/Experience Requirements:

• Bachelors of Social Work or related degree, emphasis on Gerontology preferred
• One year of related business experience or work with Seniors
• Must possess a valid driver’s license and maintain personal vehicle insurance

Supervisory Responsibilities:

• In the course of conducting Quality Assurance visits, observe and counsel CAREGivers in order to assure compliance with the written Plan of Care

 
Critical Numbers:

• Conduct QA visits in accordance with frequency guidelines
• Insure Administrative Staff Introduction or  CAREGiver Cross-training for 100% of new relationships between CAREGivers and Clients

 
Knowledge, Skills and Abilities:

• This position must have an understanding of and uphold the policies and procedures established by Solicitude, Inc., (d.b.a. an independently owned and operated Home Instead Senior Care franchise)
• This position must demonstrate excellent oral and written communication skills and the ability to listen effectively
• This position must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Knowledge of the senior care industry
• Ability to demonstrate effective interpersonal skills essential as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Ability to organize and prioritize daily, monthly and yearly work
• Ability to establish good working relationships with management, colleagues, franchise owners and their staff
• Ability to sit at a desk and listen effectively for long periods of time on the telephone
• Ability to present a professional appearance and demeanor
• Ability to operate office equipment
• Must be patient and congenial on the telephone 
• Must have computer skills and be proficient in business operating software, Word and Excel
• Ability to work evenings or weekends as required
• Ability to perform duties in a professional office setting
• Ability to maintain accurate odometer records and gasoline purchase receipts for company vehicles used to conduct business
• Ability to maintain clean exterior and interior of company vehicles used to conduct business

Each Home Instead franchise is independently owned and operated.