Client Care Coordinator

Home Instead®
Client Care Coordinator Job Description

Pacific Senior Solutions Inc d/b/a Home Instead

**Objective**:
Home Instead® (Burnaby & South Vancouver) is looking for a caring and compassionate Licensed Practical Nurse (Registered LPN)/Health Care Assistant for the role of Client Care Coordinator. The selected individual will become an integral part of our office administration team and join in our mission of enhancing the lives of aging adults throughout our community. Home Instead provides a variety of home care services that allow seniors and others in need to remain in their own homes and meet the challenges of aging with dignity, care, and compassion.

The Client Care Coordinator performs a variety of duties that relate to client care including care consultations with potential clients and family members, client & care pro introductions and quality assurance visits. We will train you in Home Instead's consultative care sales approach to determine each individual client's needs, provide home care solutions, and create tailored service plans. You will also continuously evaluate the care plans of clients through a series of established and ongoing processes and communications. As part of your role, you will also conduct in-home visits to ensure high-quality care, client satisfaction, and retention as well as opportunities to increase service hours when a client needs additional assistance.

**Primary Responsibilities**:

- Reflect the core values of Pacific Senior Solutions Inc, (d.b.a. an independently owned and operated Home Instead franchise).
- Conduct work responsibilities in a friendly, professional, and expert manner.
- Perform Service Inquiries and Care Consultations as needed following the consultative sales process Home Instead has developed.
- Meet with potential clients and family members to discuss their needs and provide solutions in the form of care plans.
- Plan, coordinate and execute support services under client-specific care plans including assigning, briefing, and supervising the work activities of the designated staff.
- Conduct client and care pro introductions with every new client and with every new care professional.
- Create and manage client and care pro schedules with an emphasis on high quality matches and the development of extraordinary relationships.
- Follow our processes and systems to maintain ongoing communication and a consistent follow-up schedule with potential clients and families who have yet to commit to service.
- Create and maintain client and responsible party records documenting all quality assurance meetings.
- Follow-up on all client and care pro issues to ensure their problems are resolved in a timely manner and a high service quality standard is maintained.
- Plan and execute a schedule that ensures each client has at minimum one quality assurance visit per month or quarter as designated by the client's personalized plan.
- 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 owners, colleagues and care pros, and referral providers/care providers.
- Participate, develop, implement, and evaluation of various strategic plans, goals, and objectives as part of the office management team.
- Adhere to all company policies, procedures, and business ethics codes and ensures that they are communicated and implemented within the team.

**Secondary Responsibilities**:

- Conduct Community Education sessions as needed. This will be an opportunity to perform public speaking and work with groups, we will assist you if you haven't done this before.
- Participate as needed in all care pro meetings and engagement events.
- Maintain regular attendance to execute job responsibilities.
- Occasional weekend and/or evening work may be necessary.
- Perform all other functions deemed essential for the role.

**Education/Experience Requirements**:

- Graduate of a recognized program for Licensed Practical Nurses/Health Care Assistant
- Current registration as a Licensed Practical Nurse with the BC College of Nurses and Midwives (BCCNM)/ BC registered HCA
- One to Three (1-3) years of recent and related experience, in-home care, health care, and/or senior-related industry required. An equivalent combination of education and work experience may be considered.
- Valid BC Class 5 Drivers License. Local area travel requires the use of a personal vehicle.
- Must possess a cellphone with a local BC cellphone number.

**Knowledge, Skills and Abilities**:

- Demonstrated home health care administration skills, also as outlined in the LPN Scope of Practice.
- Knowledge of other healthcare disciplines and their role in client and family care.
- Demonstrated ability to provide leadership and coach team members to promote an efficient and effective team-based environment.
- Demonstrated ability to analyze