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Director of Client Care

2 months ago

Sunnyvale, California, United States Home Instead Full time
Director of Client Care

As a key member of our Home Instead team, you will play a vital role in delivering exceptional care services to our clients. Your primary responsibility will be to meet with prospective clients and their families, conduct quality assurance visits every 90 days, and explain our services. You will be the go-to person for concerns and work closely with our staffing team to match our clients with the right CAREGivers. Your work will make a significant difference in the quality of care we deliver and the quality of life for our clients.

Key Responsibilities:
  • Take service inquiries over the phone and explain our services
  • Conduct care consultations with prospective clients
  • Meet and exceed targeted conversion and closing rates
  • Develop and maintain positive relationships with all clients through quality assurance visits, phone calls, cards, and special events
  • Conduct QA visits with clients in person every 90 days
  • Monitor, mediate, and log both client and CAREGiver activity and follow up on CAREGiver assignments and client services
  • Counsel CAREGivers on quality assurance concerns after visiting clients
  • Review and update care consultation packets as needed
  • Conduct client/CAREGiver introductions as scheduled
  • Enter and maintain accurate client and CAREGiver records in Clear Care
Secondary Responsibilities:
  • Correspond with clients on holidays and birthdays
  • Participate in CAREGiver meetings
  • Perform any and all other functions and responsibilities deemed necessary
Requirements:
  • Excellent oral and written communication skills
  • Ability to work independently and maintain confidentiality of information
  • Knowledge of the senior care industry
  • Ability to demonstrate effective interpersonal skills, sound judgment, and good decision-making skills
  • 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