Client Care Consultant

Home Instead®
Client Care Consultant Job Description
G.R.I.T. Home Care Services d/b/a Home Instead
Objective:
The Client Care Coordinator is expected to perform various duties related to Client Care, including care consultations with potential clients and family members, client/Care Professional introductions, and quality assurance visits with existing clients. They use consultative sales to determine clients' needs, provide solutions, and create a tailored service plan. They continuously evaluate the program through ongoing communications and visits to ensure high-quality care, client satisfaction and retention, and opportunities to increase service hours.
Primary Responsibilities:

• Reflect the core values of G.R.I.T. Home Care Services, d.b.a. Home Instead, an independently owned and operated Home Instead franchise.
• Meet potential clients and family members to discuss their needs and provide solutions through a service plan.
• Conduct Service Inquiries and Care Consultations following the consultative sales process.
• Maintain ongoing communication and a consistent follow-up schedule with potential clients and families who have yet to commit to service.
• Work with other team members to coordinate various aspects of a client's care.
• Conduct client/Care Pro introductions with every new client and with every new Care Pro.
• Create and maintain client and responsible party records documenting all quality assurance meetings.
• Plan and execute a schedule that ensures each client has at minimum one quality assurance visit per (month/quarter).
• Recognize and pursue opportunities to modify service plans to best support clients' ongoing needs through a quality assurance program.
• Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues and Care Pros, and referral providers/care providers.
• Work with clients and their families on the various issues that may arise to ensure they resolve problems and receive the needed services.
• Demonstrate open and effective communication with the franchise owner, colleagues, Care Pros, clients, and family members.
• Please adhere to all company policies, procedures, and business ethics codes and ensure they are communicated and implemented within the team.

Secondary Responsibilities:

• Participate as needed in all Care Pro meetings
• Maintain regular attendance to execute job responsibilities
• Conduct Family Education sessions as needed
• Perform any other functions deemed necessary

Education/Experience Requirements:

• College degree preferred
• One year of experience in home care, health care, or senior-related industry is required; an equivalent combination of education and work experience may be considered.
• Must possess a valid driver's license

Supervisory Responsibilities:

• None –

Knowledge, Skills, and Abilities:

• Must have an understanding of and uphold the policies and procedures established by G.R.I.T. Home Care Services, d.b.a. Home Instead, an independently owned and operated Home Instead franchise
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain the confidentiality of the information and meet deadlines
• Must demonstrate practical interpersonal skills as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity, and fair-mindedness consistent with office standards, practices, policies, and procedures
• Must demonstrate knowledge of the senior care industry
• Must have the ability to organize and prioritize daily, monthly, quarterly, and yearly work
• Must have the ability to establish good working relationships with the franchise owner, office colleagues, Care Pros, and the community
• Must have the ability to present a professional appearance and demeanor
• Must have the ability to operate office equipment
• Must be able to operate Home Instead technology systems
• Must be patient and friendly on the telephone
• Must have computer skills and be proficient in Excel and Word
• Must have the availability to work evenings or weekends as required
• Must have the ability to perform duties in a professional office setting
• Must have the ability to work as a part of a team

Physical Job Requirements:
Physical Activity Requirements
Occasional
(0-35% of the day)
Frequent
(36-66% of the day)
Continuous
(67-100% of the day)
Not Applicable
Sitting
X
Standing
X
Walking
X
Climbing
X
Lifting (Floor to Waist Level)
20 lbs.
0 lbs.
0 lbs.
Carrying Objects
X
Push/Pull
25 lbs.
0 lbs.
0 lbs.
Twisting
X
Bending
X
Reaching Forward
X
Reaching Overhead
X
Squat/Kneel/Crawl
X
Pinching/Fine Motor Activities
X
Keyboard use/Repetitive Motion
X
Lifting (Waist to Shoulder Level)
25 lbs.
0 lbs.
0 lbs.
Talk
X
Driving/Travel
X
Lifting (Shoulder Level & Above)
25 lbs.
0 lbs.
0 lbs.
Sensory Requirements
Accurate 20/40
Very Accurate 20/20
Not Applicable
Near Vision
X
Far Vision
X
Yes
No
Not Applicable
Color Discrimination
X
Minimal
Moderate
Accurate
Not Applicable
Depth perception
X
Hearing
X
Environmental Requirements/Occupational Exposure Risk Potential
Reasonably Anticipated
Not Anticipated
Bloodborne/other biologic pathogens
X
Chemical
X
Airborne/aerosolized diseases
X
Extreme Temperatures
X
Radioactive materials
X
Uneven Surfaces or elevations
X
Extreme Noise Levels
X
Dust/particulate matter
X
Your employer is not Home Instead, Inc. Your employer is G.R.I.T. Home Care Services, d.b.a. Home Instead, an independently owned and operated Home Instead franchise. This job description does not create an employment contract nor imply it. Employment with your employer remains at will.