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Client Services Manager

2 months ago

Kansas City, Missouri, United States Home Instead Full time

Objective:

Home Instead is seeking a compassionate, persuasive, and motivated individual to join our team as a Client Services Manager. Our mission is to enhance the lives of seniors in our community by providing a range of non-medical services that enable them to age gracefully and with dignity.

The Client Services Manager will undertake various responsibilities related to client care, including conducting consultations with prospective clients and their families, facilitating introductions between clients and Care Professionals, and performing quality assurance visits with current clients. Utilizing a consultative sales approach, they will assess each client's unique needs to develop tailored service plans. Continuous evaluation of these plans will be essential through regular communication and visits to ensure exceptional care, client satisfaction, and retention, as well as identifying opportunities to increase service hours.

Salary: 45-50K Per Year

Primary Responsibilities:

  • Embody the core values of Home Instead.
  • Engage with potential clients and their families to assess needs and propose appropriate service solutions.
  • Conduct service inquiries and care consultations as required, following a consultative sales methodology.
  • Maintain ongoing communication and a consistent follow-up schedule with potential clients and families who have not yet committed to services.
  • Collaborate with team members to coordinate various aspects of client care.
  • Facilitate introductions between clients and Care Professionals for every new client and Care Professional.
  • Create and maintain comprehensive records for clients and responsible parties, documenting all quality assurance meetings.
  • Plan and execute a schedule ensuring each client receives at least one quality assurance visit per month.
  • Identify and pursue opportunities to adjust service plans to better meet clients' ongoing needs through a quality assurance program.
  • Assist clients and their families in resolving issues to ensure they receive the necessary services.
  • Demonstrate effective communication with clients, family members, the franchise owner, colleagues, Care Professionals, and referral providers.
  • Adhere to all company policies, procedures, and ethical standards, ensuring they are communicated and implemented within the team.
  • Develop a monthly training calendar.
  • Schedule and conduct orientation for Care Professionals.
  • Evaluate and update training materials as necessary.
  • Organize and conduct training sessions, in-services, and specialized training as needed.

Secondary Responsibilities:

  • Field inquiries from new clients over the phone, entering information into the operating system and generating care consultation forms.
  • Perform additional functions and responsibilities as necessary.
  • Conduct introductions, care consultations, and quality assurance visits as required.
  • Maintain regular attendance to fulfill job responsibilities.
  • Facilitate family education sessions as needed.

Education/Experience Requirements:

  • Preferred: College degree.
  • Required: One year of experience in home care, healthcare, or a senior-related industry; equivalent combinations of education and experience may be considered.
  • Must possess a valid driver's license.
  • LPN preferred.

Knowledge, Skills, and Abilities:

  • Ability to establish strong working relationships with the franchise owner, office colleagues, Care Professionals, and the community.
  • Professional appearance and demeanor.
  • Proficient in operating office equipment.
  • Computer skills, with proficiency in Excel and Word.
  • Ability to work collaboratively as part of a team.
  • Availability to work evenings or weekends as required.
  • Patience and congeniality on the telephone.
  • Discretion, integrity, and fairness consistent with office standards and practices.
  • Ability to work independently, maintain confidentiality, and meet deadlines.
  • Excellent oral and written communication skills, with effective listening abilities.