Client Care Coordinator

_Home Instead is a franchise-based network that is committed to providing dependable, compassionate elderly care services such as personal care, Alzheimer's & Dementia care, companionship and home help._

**Do you want to work in a position that will provide significant fulfillment? **Would you like to join an energetic team who is committed to collectively enhancing the lives of people in our community?

They are expected to be responsible for providing the highest level of quality service to all clients and family members 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 sales skills to determine each client’s initial needs and provide solutions in the form of a tailored plan of care. They continuously evaluate the plan through a series of ongoing communications and visits to ensure high quality care, client satisfaction and retention. We will be able to achieve this by working well with team members and a strong sense of commitment to service.

**As a Home Instead employee, you receive**:

- **Job Training - **extensive initial and on-going training
- **Work Local** - serve seniors in your community of York Region
- **Personal Satisfaction** - make a difference in someone's life
- **Social Environment** - gives you the opportunity to meet new people, develop meaningful relationships and work cohesively as a team
- **Growth Opportunities** - grow your career in a high quality organization
- **Incentives** - generous competitive plan to reward continued growth in metrics

**Essential Job Function**:

- Meet with clients and family members to discuss their needs and provide solutions in the form of a plan of care
- Conduct care consultations as needed
- Assist General Manager in Operating the day to day functions of the business
- Provide leadership and management of all Key Players which affect operational efficiency and achievement of the operational goals.
- Meet weekly for team meeting & chair daily huddles with the team each day at the same time for consistency.
- Meet with each direct report for a 1:1 weekly for 45 minutes.
- Participate in all CAREGiver meetings.
- Develop and implement quarterly accountability meetings with each key player focusing on their growth and development.
- Manage, mentor and coach each member of the operational staff to ensure the needs of the client, employee, and company are consistently being met.
- Maintain ongoing communication and a consistent follow-up schedule with clients and families
- Work with other team members to coordinate various aspects of a client’s care
- Conduct client/CAREGiver introductions with every new client and every new CAREGiver
- Develop a Quality Assurance frequency plan to ensure each client has QA visits and calls
- Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through Quality Assurance visits
- Demonstrate open and effective communication with clients, family members, Management, colleagues, and CAREGivers.

**Lead Business Development & Sales strategies**:
Develop the on-going 12-month strategic plan to:
1. Establish plan to execute introductions and meetings with retirement home leadership teams, LTC and referral providers in the community

2. Through detailed discussions, understand challenges and needs of the above healthcare organizations

3. Develop relationships with senior management and create trust

4. Create partnership programs with healthcare organizations to gather data and provide value to home care

5. Negotiate referral partnerships or contracts **Execute sales process driven by “top-down” strategy; document all phases of sales process, including preparation, successes, diagnosis and recommendation results; manage the sales process through completion for preferred partnerships.**
- Manage the CCC to ensure they are maintaining ongoing communication and a consistent follow-up schedule with potential clients and families who have yet to commit to service.
- Schedule random ride-along half days with the Client Care Coordinators.
- Ensure client/CAREGiver introductions are completed with every new client.
- Embrace the new client nurturing process and ensure its effectiveness to the highest potential.

**Additional Duties**:

- Assist the General Manager in overseeing daily operations and ensuring the smooth running of the business
- Help develop and implement strategies to improve overall performance and profitability
- Manage and motivate a team of employees, providing guidance and support as needed
- Monitor inventory levels and coordinate with suppliers to ensure adequate stock
- Handle customer inquiries, complaints, and issues in a professional and timely manner
- Assist in creating and implementing policies and procedures to maintain a safe and efficient work environment
- Collaborate with other departments to stream