Client Care Coordinator

Client Care Coordinator Job Description

Klipsch Senior Care, LLC. d/b.a. Home Instead

Objective: The Client Care Coordinator at Klipsch Senior Care will drive our mission to expand compassionate in-home care for aging adults, directly contributing to our 12.5% year-over-year hours of care growth goal, while simultaneously fostering a high-quality culture and ensuring client satisfaction and retention. This role is responsible for client care coordination, including client/Care Professional introductions, quality assurance visits, and the use of a consultative sales approach to determine individual client needs and create tailored service plans. They will continuously evaluate these plans through ongoing communication and visits to ensure high-quality care, client satisfaction, and retention, as well as identify opportunities to increase service hours.

At the heart of Klipsch Senior Care are our core values: Empathy, Caring, Respect, Love, Integrity, Positive Energy, Passion, Patience, Persistence, Professionalism, and Community Focus. These core values help us to live our vision statement of "Making lives better: every day, every interaction." By embodying these principles, this role will become a trusted resource within the community and a valued mentor to our Care Professionals.

Primary Responsibilities

• Reflect the core values of Klipsch Senior Care, LLC. d.b.a. an independently owned and operated Home Instead franchise.
• Prioritize and immediately address all service inquiries with professionalism following the consultative sales model, ensuring each call culminates in scheduling a care consultation.
• Conduct thorough and empathetic care consultations with potential clients, ensuring their needs are understood and addressed, while utilizing a sales-oriented approach to effectively communicate the value of our services and convert inquiries into new clients.
• 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 Professionals introductions with every new client and with every new Care Professional.
• Maintain high standards of quality assurance by following established protocols and guidelines during client interactions.
• 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 franchise owner, 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.
• Exhibit open and effective communication with the franchise owner, colleagues, Care Professionals, clients and family members.
• Demonstrate a sales-driven mindset with a focus on achieving targets and contributing to business growth.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
  
  

Secondary Responsibilities

• Assist with community networking and marketing when required.
• Perform all other functions and responsibilities deemed necessary.
• Potential of answering phones after hours, remotely.
• Potential of assisting clients in their homes for periods of time to ensure consistency of care
  
  

Education/Experience Requirements

• High school graduation or the equivalent.
• One year of related business experience or an equivalent combination of education and work experience preferred.
• Must possess a valid driver’s license.
  
  

Supervisory Responsibilities

This position does not have direct supervisory responsibilities

Knowledge, Skills, And Abilities

• Must have an understanding of and uphold the policies and procedures established by Klipsch Senior Care, 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 have the ability to demonstrate effective interpersonal skills is essential as well as sound judgment and good decision-making
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work
• Must have the ability to establish good working relationships with office colleagues, the franchise owner, clients and the community
• Must maintain regular attendance at the office to execute job responsibilities.
• Must present a professional appearance and demeanor
• Must have the ability to operate HI technology systems
• Must have computer skills and be proficient in client care systems, Word and Excel
• Must be able to work evenings or weekends as required