Senior Care Coordination Specialist

2 weeks ago

Statesville, North Carolina, United States Home Instead Senior Care Full time

Objective:
The Client Service Coordinator is tasked with a range of responsibilities aimed at effectively scheduling services for clients.

This role is crucial in arranging appointments between clients and Care Professionals, ensuring that exceptional service is delivered while fostering meaningful relationships.

The Coordinator will leverage the Well Sky (ClearCare) system to ensure that all Care Professionals are matched with clients for whom they are best suited.


Primary Responsibilities:
Uphold the values of Home Instead Senior Care. Respond to incoming inquiries in a courteous, professional, and knowledgeable manner.

Develop and maintain schedules for clients and Care Professionals, focusing on creating optimal matches and nurturing extraordinary relationships.

Track, mediate, and document all interactions between clients and Care Professionals using the Well Sky software. Proactively follow up on any issues to ensure resolution.

Maintain accurate records for both clients and Care Professionals within the software system.
Enhance client loyalty by employing a consultative approach to better address their needs.
Communicate and resolve any issues raised by Care Professionals and clients.
Design and implement a responsive contingency plan to guarantee consistent service hours.
Identify opportunities to expand service hours to improve the quality of care provided.

Handle new client inquiries over the phone with expertise and refer them to the appropriate leadership team member for further assistance.

Maintain open and effective communication with the franchise owner, colleagues, Care Professionals, clients, and their families.

Adhere to all company policies, procedures, and ethical standards, ensuring they are communicated and followed within the team.

Actively participate in the emergency on-call team (one weeknight and one weekend per month). Meet weekly with the Recruitment Coordinator to ensure a steady pipeline of new Care Professionals is aligned with client scheduling needs.


Secondary Responsibilities:
Engage in Care Professional meetings as required. Conduct service inquiries and care consultations following the consultative sales process.

Perform any additional functions and responsibilities as necessary. Maintain regular attendance at the office to fulfill job duties.
Education/Experience Requirements:
High school diploma or equivalent. One year of relevant business experience or a combination of education and work experience may be considered. A valid driver's license is required.

Supervisory Responsibilities:

None.

Knowledge, Skills, and Abilities:

Understanding and adherence to the policies and procedures established by Home Instead Senior Care.

Excellent oral and written communication skills, with the ability to listen effectively.

Ability to work independently while maintaining confidentiality and meeting deadlines.

Strong interpersonal skills, sound judgment, and decision-making capabilities.

Demonstrated discretion, integrity, and fairness consistent with company standards.

Ability to organize and prioritize tasks effectively.

Capacity to establish positive working relationships with the franchise owner, office colleagues, clients, and Care Professionals.

Ability to remain seated and attentive on the phone for extended periods.

Professional appearance and demeanor.

Proficiency in operating office equipment and computer skills, particularly in Word and Excel.

Availability to work evenings and weekends as necessary.

Ability to perform duties in a professional office environment.

Knowledge of the senior care industry is preferred.

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