Client Services Supervisor

2 weeks 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 Supervisor. 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 Supervisor 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 customized 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, an independently owned and operated franchise.
  • Engage with potential clients and their families to assess needs and propose tailored service solutions.
  • Conduct service inquiries and care consultations following a consultative sales methodology.
  • Maintain ongoing communication and follow-up 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 engagement.
  • Create and maintain detailed records of client interactions and quality assurance meetings.
  • Plan and execute a schedule ensuring each client receives at least one quality assurance visit monthly.
  • Identify and pursue opportunities to adjust service plans to meet the evolving needs of clients.
  • Assist clients and their families in resolving issues and ensuring they receive the necessary services.
  • Demonstrate effective communication with clients, family members, colleagues, and referral sources.
  • Adhere to all company policies, procedures, and ethical standards, ensuring they are communicated and implemented within the team.
  • Develop a monthly training calendar.
  • Organize and conduct Care Professional Orientation sessions.
  • Evaluate and update training materials as necessary.
  • Schedule and conduct ongoing training sessions, including in-services and specialized training.

Secondary Responsibilities:

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

Education/Experience Requirements:

  • Preferred: College degree.
  • Required: One year of experience in home care, healthcare, or a senior-related industry; an equivalent combination 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.
  • Strong computer skills, particularly in Excel and Word.
  • Ability to work collaboratively as part of a team.
  • Availability to work evenings or weekends as needed.
  • Patient and congenial communication skills, especially over the phone.
  • Demonstrated discretion, integrity, and fairness in line with office standards and practices.
  • Ability to work independently while maintaining confidentiality and meeting deadlines.
  • Excellent oral and written communication skills, with effective listening abilities.


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