Client Care Coordinator

1 week ago

London, Ontario, Canada Home Instead Full time
Home Instead Senior Care provides non-medical care to seniors in their home. We hire and train CAREGivers to provide care to seniors to enable them to live and thrive at home. We are looking for a Client Care Coordinator to join our office support team.

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/CAREGiver 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 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, Care Consultations, and Quality Assurance visits as needed following the consultative sales process
  • Maintain ongoing communication and a consistent followup 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/CAREGiver introductions with every new client and with every new CAREGiver.
  • Assist with CAREGiver coaching and instruction as needed
  • 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 CAREGivers, 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, CAREGivers, clients and family members.
  • Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

Secondary Responsibilities:

  • Participate as needed in all CAREGiver meetings
  • Maintain regular attendance to execute job responsibilities
  • Conduct Family Education sessions as needed
  • Perform any and all other functions deemed necessary

Education/Experience Requirements:

  • College degree or higher preferred
  • Minimum four years experience in home care, health care or seniorrelated industry required, an equivalent combination of education and work experience may be considered.
  • Must be comfortable engaging in direct sales approach with community partners to drive business.
  • Must possess a valid driver's license

Supervisory Responsibilities:

  • None

Knowledge, Skills and Abilities:

  • Must have an understanding of and uphold the policies and procedures established by our 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 decisionmaking skills
  • Must demonstrate discretion, integrity and fairmindedness 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, CAREGivers 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 HISC 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
  • Must have the ability to work as a part of a team
Work Remotely

  • No

Job Types:
Full-time, Permanent

Salary:
From $60,000.00 per year

Benefits:

  • Company car
  • Dental care
  • Extended health care
  • Onsite parking
  • Vision care

Schedule:

  • 8 hour shift

Supplemental pay types:

  • Bonus pay

Work Location:
One location

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