Client Care Coordinator

Objective:

The Client Care Coordinator is expected to perform a variety of duties that relate to Client Care including service inquiries, client/CAREGiver introductions and quality assurance visits with existing clients. They use skills to determine each client’s needs and provide solutions in the form of a tailored service plan. They continuously evaluate the plan through a series of ongoing communications and visits to ensure high quality care, client satisfaction and retention as well as opportunities to increase service hours.

Primary Responsibilities:

• Reflect the core values of PB&K LLC d.b.a.

  Home Instead #826

• Conduct service inquiries with prospective clients imploring the Consultative Sales process on the phone to achieve care consultations
• Conduct Care Consultations for prospective clients and draft Plan of Care assessments for new clients.
• Assist in answering incoming calls in a friendly, professional manner and enter information into ClearCare
• Develop and maintain positive relationships and effective communications with all clients and families through quality assurance (QA) visits, phone calls, cards, and special events.
• Maintain and provide on-going report of Client celebrations week over week
• Conduct QA visits with clients and CAREGivers over the phone according to the QA frequency guidelines

o Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through a quality assurance program.

• Work with other team members to coordinate various aspects of a client’s care.
• Conduct follow up as necessary
• Monitor, mediate, and log both client and CAREGiver activity and follow up on the CAREGiver assignments and client services
• Serve as second in line to conduct client/CAREGiver introductions as scheduled
• Enter and maintain accurate client and CAREGiver records in ClearCare

• Maintain regular attendance at the office to execute job responsibilities

• Demonstrate open and effective communication with Clients, owners, colleagues and CAREGivers
• Maintain client information for associated insurance companies and provide to finance in a timely manner
• Be proficient and accurate in use of the ClearCare system
• Produce designated reports for the business
• Maintain client files for business and in accordance with HHS requirements
• Conduct community support with clients, families and RPN’s serving as a liaison and advocate for the needs of seniors
• Maintain client information for associated insurance companies and provide to finance in a timely manner

Secondary Responsibilities:

• Correspond and celebrate events with clients on holidays and birthdays
• Attend funerals, send flowers, cards and memorials.
• Assist the Disaster Coordinator overseeing compliance with the Agency’s policies and procedures related to Emergency Preparedness and Response Planning per Federal and State Regulations
• Assist the Client Care department with community training and support of clients, families and RPN’s serving as a liaison and advocate for the needs of seniors and providing certified CEU’s
• Assist RRC with the counsel of CAREGivers on quality concerns after visiting clients and support training programs for CG’s to meet State regulations and Home Instead standards
• Assist RRC with CG Inquiries, interviews and CG file support
• Participate in CAREGiver meetings

• Conduct Family Education sessions, Care Consultations and Service Inquiries as needed

• Perform any and all other functions and responsibilities deemed necessary