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Client Care Manager

Company: Home Instead
Location: Lincoln
Posted on: July 9, 2024

Job Description:

Objective:The Client Care Manager is responsible for successfully directing and coordinating all activities associated with the care of potential and existing clients as well as leadership and management of client care team. They use the consultative sales approach to determine each individual client's needs to provide solutions and create 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:

  • Meet with potential clients and family members to discuss their needs and provide solutions in the form of a service plan.
  • Conduct Service Inquiries and Care Consultations as needed 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.
  • Provide leadership and management of the client services team and home care sales departments which affect profitability and achievement of the operational goals.
  • Manage outcomes of department activities and direct changes that will drive achievement of operational goals
  • 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.
  • Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients 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 are getting resolution to issues as well as receiving the services needed.
  • Responsible for researching and developing Referral Provider Network relationships and producing referrals.
  • Perform all phases of the consultative sales process, including presentation and documentation of calls, follow-up calls, meetings, diagnosis of referral source and clients needs, recommendation of appropriate Home Instead services, and additional community resources.
  • Maintain and nurture existing Referal Network relationships.
  • In conjunction with franchise leadership, develop sales and marketing plans, detailing weekly and monthly activities focused on meeting or exceeding established goals.
  • Maintain records of all sales and prospecting activities including sales calls; presentations; closed sales; and follow-up activities within the assigned territory, including the use of software to maintain accurate records to maximize territory potential.
  • Answer each employment inquiry in a friendly, professional, and knowledgeable manner and schedule interviews for the Hiring and Compliance Coordinator.
  • Develop and implement new recruitment strategies online and within the community.
  • Adhere to all company policies, procedures, and business ethics codes and ensure that they are communicated and implemented within the team.
  • Demonstrate open and effective communication with the franchise owner, colleagues, Care Pros, clients, and family members.Minimum Qualifications:
    • Solid Sales skills, with emphasis on strong Leadership skills.
    • Bachelor's Degree or equivalent work experience.
    • Define appropriate care plans for higher needs clients, identifying Care Professional staffing skills required.
    • Proven results as a sales-minded leader, motivated by profitable sales growth.
    • Able to build strong relationships, based on a consultative approach.
    • Demonstrated success in team leadership, and getting work done effectively through teams.
    • Comfortable in a fast-paced environment, requiring the ability to shift gears at any moment in the day.
    • Organized and works with a sense of urgency.
    • Strong passion for people development, seniors and serving.
    • Willing to implement and follow standard processes and procedures.

Keywords: Home Instead, Lincoln , Client Care Manager, Executive , Lincoln, Nebraska

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