Client Care Associate

Job Description

This position requires travel across the San Francisco Bay Area (primarily East Bay, San Jose area, Napa County and Sonoma County) and is a full-time position.

The Client Care Associate is expected to perform a variety of duties that relate to supporting and growing the business.  These duties include direct client support by performing care consultations, quality assurance/reassessment visits with existing clients, delivering PPE supplies, client/Care Professional introductions, fill-in support for starts of care for high valued clients, and supporting growth activities. The Client Care Associate should use a consultative sales approach to determine each individual client’s needs, execute a service agreement, and set the Care management team up for success. The Client Care Associate will then continuously follow up, visit and re-evaluate care needs to ensure high-quality care, client satisfaction, and client retention and growth.

Responsibilities

• Support on-call caregiving needs for clients who require a quick turnaround.
• Reflect the core values of Honor.
• Meet with leads (potential clients and family members) to assess clients’ needs and recommend solutions.  (Expectation is to close 75% or more of qualified potential clients).
• Follow up with potential clients and family members to “nurture” leads.
• Actively collaborate through detailed and ongoing communication with the Care management team to ensure services are properly set up and provided for new clients
• 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 new clients and other clients, as applicable.
• Follow up with new clients to ensure satisfaction
• Plan and execute a schedule that ensures each client has quality assurance visits and reassessments, as required.
• Properly document quality assurance and reassessment visits in a timely manner.
• Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients.
• Demonstrate open and effective communication with clients, family members, colleagues, Care Pros, and referral providers/care providers.
• Work with clients and their families on the various issues that may arise to ensure they are getting resolutions to issues as well as receiving the services needed.
• Support the business’ growth goals through a variety of methodologies including but not limited to: identifying potential referral sources, making marketing packets and dropping off gifts to referral sources.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

About you:

To succeed in the role, you’ll need:

• Must have an understanding of and uphold the policies and procedures established by Honor.
• Must demonstrate excellent oral and written communication skills and the ability to listen and communicate effectively
• Must demonstrate an ability to work effectively within Honor and Home Instead required systems and technologies, as well as be proficient in computer skills (calendars, documents, etc)
• Must have the ability to work independently and meet deadlines
• Must demonstrate effective interpersonal skills, and 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 management, office colleagues, Care management team, Care Pros and the community
• Must have the ability to present a professional appearance and demeanor
• Must have the availability to work evenings or weekends as needed
• Must have the ability to perform duties in a professional office setting
• Must have the ability to work as a part of a team
• College degree preferred
• One year experience in home care, health care or senior-related industry required, an equivalent combination of education and work experience may be considered.
• Must possess a valid driver’s license