Client Care Intake Coordinator

Objective:

The Client Care Intake Coordinator is expected to perform a variety of duties in the coordination of service for clients. The Client Care Intake Coordinator primary responsibilities are managing and performing timely intake processes on referrals including fielding new client inquiries, scheduling care consultations, and managing the sales pipeline.

Primary Responsibilities:

· Reflect the core values of McClure and Associates, LLC., d.b.a. an independently owned and operated Home Instead Senior Care franchise.
· Following the consultative sales process, field new client inquiries over the phone in a knowledgeable manner, enter the information into the software system and work with team to communicate and prepare for the Care Consultation.
· Maintain ongoing communication and a consistent follow-up schedule with prospective clients and families who have yet to commit to service.
· Enter and maintain detailed history of all prospects in operating software system
· Enter and maintain accurate Referral Source records in the software system.
· Develop a Lead Nurture Program in CRM System to automate a lead follow up for all Closed Lost leads
· Work with other team members to coordinate various aspects of a client's care.
· Assist with recognizing and pursuing opportunities to modify service plans to best support the ongoing needs of clients.
· Follow up and communicate CAREGiver and client issues to ensure problems are resolved.
· Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and CAREGivers, and referral providers/care providers.
· Maintain regular attendance at the office to execute job responsibilities.
· Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

Secondary Responsibilities:

· Conduct Care Consultations as needed following the consultative sales process
· Assist the Client Services team to create and maintain client and CAREGiver schedules on an as-needed basis.
· Recognize and capture opportunities to increase service hours in scenarios to enhance and/or increase quality care.
· Complete all Clear Care tasks as assigned by the end of each week.
· Provide back-up coverage for Reception as necessary.
· Participate as needed in all Office and CAREGiver meetings.
· Perform any and all other functions and responsibilities deemed necessary.

Each Home Instead franchise is independently owned and operated.