Director of Client Care

6 months ago

Sunnyvale, United States Home Instead Full time

As a Director of Client Care you will meet with prospective clients and their families, conduct quality assurance visits every 90 days, explain our services and be the “go-to” person for concerns. You will work with our staffing team to match our Clients with the right CAREGivers to ensure the satisfaction of our Clients and the success of our CAREGivers.  The work you do makes a difference in the quality of care we deliver and the quality of life for our Clients.  Additionally you will have  1 person reporting to you.

Primary Responsibilities:

·         Take service inquires over the phone explaining our services

·         Conduct care consultations with prospective clients

·         Meet and or exceed targeted conversion & closing rates

·         Develop and maintain positive relationships with all clients through quality assurance (QA) visits, phone calls, cards, and special events

·         Conduct QA visits with clients in person every 90 days

·         Conduct follow up as necessary

·         Monitor, mediate, and log both client and CAREGiver activity and follow up on the CAREGiver assignments and client services

·         Counsel CAREGivers on quality assurance concerns after visiting clients

·         Review/update care consultation packets as needed

·         Conduct client/CAREGiver introductions as scheduled

·         Enter and maintain accurate client and CAREGiver records in Clear Care

Maintain regular attendance at the office to execute job responsibilities
Demonstrate open and effective communication with owner, colleagues and CAREGivers


 Secondary Responsibilities:

Correspond with clients on holidays and birthdays
Participate in CAREGiver meetings
Perform any and all other functions and responsibilities deemed necessary
 

Knowledge, Skills and Abilities:

This position must demonstrate excellent oral and written communication skills and the ability to listen effectively
This position must have the ability to work independently, maintain confidentiality of information and meet deadlines
Knowledge of the senior care industry
Ability to demonstrate effective interpersonal skills essential as well as sound judgment and good decision-making skills
Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
Ability to organize and prioritize daily, monthly and yearly work
Ability to establish good working relationships with management, colleagues, franchise owners and their staff
Ability to sit at a desk and listen effectively for long periods of time on the telephone
Ability to be in the car for long periods of time, commuting within our territory on a daily basis
Ability to present a professional appearance and demeanor
Ability to operate office equipment
Must be patient and congenial on the telephone 
Must have computer skills and be proficient in Word and Excel
Ability to work evenings or weekends as required
Ability to perform duties in a professional office setting
 

The office hours are 8:30 am – 5:00pm.  Our business is a 24 hour per day 7 day per week business and you may be required to work afterhours or weekends and cover on-call phone duties.

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