Marketing and Sales Coordinator

5 months ago

Wallingford, United States Comfort Keepers Full time
EXTERNAL CLIENT CARE COORDINATOR /MARKETER

Position Title: External Client Care Coordinator/Marketer

Reports to: Garrett Sullivan

Program Area: Wallingford CT (THIS IS NOT A REMOTE POSITION)

Position Summary:

Under the supervision of the Owner or Operations Manager, and in cooperation with the Internal CC, the External Coordinator provides continuity of care for clients after referral. They facilitate the provision of in-home care and support services to clients. They arrange for the uninterrupted continuing care of the client. They assist in the organization of family resources for the effective care of the client. They routinely interact with other personnel as well as clients, family members, community providers/referral sources, insurance companies, case managers, and other third-party payors. Reports directly to Administrator. Directly manages a team caregivers and reports to office Operations Managers. Attend networking/marketing events to cultivate a relationship with the community.

Accountabilities:
  1. Efficient client handling, as demonstrated by key indicators like client satisfaction and turnover rate.
  2. Successful resolution of each incoming call, as demonstrated by client, caregiver, and GM surveys.
  3. Timely feedback to Client Care Managers on trends, challenges, performance improvement opportunities, and kudos.
  4. Effective management of customer service coordinator team, as demonstrated by employee engagement surveys.


Essential Functions:

A successful External Client Care Coordinator:
  • Answers potential client inquiries whether made via phone or web and sells and qualifies them for home visits. Takes accurate referral/service request information. Sells prospects on services and schedules home visits
  • Assists in determining type and duration of services necessary to meet client needs. Quotes bill rate based on service provided.
  • Processes data necessary to establish initial client records, services, files and initiate invoicing. Participates in new client assimilation process and ensures it is completed in specified time frame.
  • Directly responsible for regular and routine performance evaluations of all managed staff of caregivers. Assists in regular and routine assessments of current clients, including identifying and making recommendations regarding any safety concerns of caregivers or clients.
  • Works with Internal Client Care Coordinator to ensure shifts and hours are matched with caregiver qualifications and availability to client needs. Identifies and addresses scheduling issues (i.e. call offs, no shows, etc.) and uses independent judgment to evaluate alternative solutions and implement established policies for immediate resolution
  • Visit current clients/client's environment on a regular basis to ensure quality of care provided meets client's needs. Participates in client conferences as needed with clinical team.
  • Assists with introduction and training for family members and clients as well as Caregivers.
  • Coordination of the Family Room and interacting with clients and contacts. Monitoring Caregiver & Family messages for issues and communicates changes, client needs andor service levels to Operations Manager, Internal Care Coordinator, and Case Manager (RNs').
  • Participates in on-call rotation as assigned. During on-call, visit prospective clients/client's condition and environment at least monthly. While on-call, handles all client, caregiver, and scheduling issues that occur and conducts all new client intakes as needed. Participates in client conferences as requested by supervisor.
  • Documents all required information for regulatory/compliance purposes in the appropriate information systems.
  • Coordinates care with Client Services team, Internal CC, family members, and other care providers.
  • Follows all office communication and documentation protocols to ensure excellent service to clients, staff, potential and inactive clients.
  • Participates in formal and impromptu management meetings and in the development of systems to improve care coordination, client satisfaction, employee performance and retention and office operations.
  • Assists the other members of the management team as needed. Completes special projects as assigned.
  • Performs other administrative tasks as assigned.
The External Care Coordinator will work closely with internal and external contacts including Managers, External Care Coordinators, Caregivers, Clients and Family Members, Referral Sources, and outside Vendors.

Minimum Qualifications:
  • High School diploma or GED required
  • Bachelor's Degree
  • Previous experience in customer service or sales.
  • Healthcare industry experience a plus, but not required
Knowledge, Skills, Abilities:
  • Strong computer literacy, including proficiency in Microsoft Word, Excel, and PowerPoint. Will need to master additional software including ClearCare.
  • Effective oral and written communication and presentation skills.
  • Excellent interpersonal skills.
  • Ability to maintain a high level of confidentiality.
  • Excellent organizational skills.
  • Ability to listen to and understand information and ideas presented through spoken words.
  • Ability to communicate information and ideas in speaking so others will understand.
  • Ability to speak clearly so others can understand you
  • Must possess above average human relations, customer service, problem solving, and organizational skills. Extreme attention to details is essential.
  • Excellent telephone and communication skills are necessary. Must be a team player willing to share information and work cooperatively with other members of the management team and caregiving staff.
  • Positive, professional, business image.
  • Strong business acumen.
  • Strong relationship-building skills with people from diverse and varied backgrounds and education levels.
  • Ability to listen to and understand information and ideas presented through spoken words.
  • Ability to communicate information and ideas in writing so others will understand.
  • Ability to read and understand information and ideas presented in writing.
  • Ability to identify and understand the speech of another person.
  • Ability to speak clearly so others can understand you.

Position Physical Demands:

Walking, sitting, and standing with lifting limited to files and records typically not expected to exceed 15 pounds in weight; extended time at a computer work screen and on the telephone. Must be able to operate a motor vehicle.

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