Overview
Client Care Coordinator Jobs in Olympia, WA at Home Instead
Title: Client Care Coordinator
Company: Home Instead
Location: Olympia, WA
Client Care Coordinator Job Description
Smith Family Senior Care, LLC. dba Home Instead
Objective
The Client Care Coordinator is expected to perform a variety of duties that relate to client care including taking service inquiries, conducting care consultations with potential Clients and family members, providing introductions between Clients and Care Professionals, and completing quality assurance visits with existing Clients. They continuously evaluate the plan of care 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 Smith Family Senior Care, LLC. (d.b.a. an independently owned and operated Home Instead franchise).
- Document service inquiries using our current software systems.
- Conduct Care Consultations meeting with potential clients and family members to discuss their needs and build a person-centered plan of care.
- Maintain ongoing communication and coordinate follow-up schedules with potential clients and families who have yet to commit to service.
- Maintain client and responsible party records including documenting quality assurance meetings and plan of care updates.
- Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients, including increasing service hours.
- Conduct introductions between Clients and Care Professionals as needed.
- Demonstrate open and effective communication with the General Manager, Admin. Staff, Care Pros, Clients, and family members.
- Help Clients and their families with the various issues that may arise to ensure they are getting resolution to those situations as well as receiving the services needed.
- Maintain regular attendance at the office to execute job responsibilities.
- Adhere to all company policies, procedures, and business ethics codes and ensure that they are communicated and implemented within the team.
- Assemble new Client Journals and consult folders. Keep them well stocked.
- Pull inactive Client files, scan & upload.
- Adhere to all company policies, procedures, and business ethics codes.
- Meet weekly with the General Manager for a One on One.
- Attend and add necessary/needed documentation for weekly team meetings.
- Maintain strong working knowledge of all WA State rules governing In-Home Care Services.
- Perform any and all other functions and responsibilities deemed necessary for the success of a Home Instead franchise office.
We are only seeking applicants who meet the required experience and qualifications listed below. If you are interested in our Entry‑Level Caregiver position instead, please contact our office and we will direct you to the correct application. Please do not apply to this role without the necessary background. Any questions about any position may be sent to [email protected].
Education/Experience Requirements
- Sales experience helpful
- 2 years of experience in Home Care or a senior-related industry
- Experience writing/formulating personalized care plans
- Must possess a valid driver’s license
- High school graduation or the equivalent
Knowledge, Skills And Abilities
- Must have an understanding of and uphold the policies and procedures established by Smith Family Senior Care (dba 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 confidentiality of information and meet deadlines.
- Must have the ability to demonstrate effective interpersonal skills as well as sound judgment and good decision-making.
- Must demonstrate discretion, integrity, and fair-mindedness consistent with company standards, practices, policies, and procedures.
- Must possess the qualities of a leader as a team player.
- Must have the ability to organize and prioritize daily, monthly, quarterly, and yearly work.
- Must have the ability to present a professional appearance and demeanor.
- Must have the ability to operate office equipment.
- Must have computer skills and be proficient in Word and Excel.
- Must have knowledge of the senior-care industry.
- Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone.
- Must be patient and congenial on the telephone as well as in person.
- Must be able to perform duties in a professional office setting.
Your employer is Smith Family Senior Care, LLC. (d.b.a. an independently owned and operated Home Instead franchise). Your employer is not Home Instead, Inc.
Competencies
Characteristics-All Roles
Delivering Results
Challenging, pushing the organization and themselves to excel and achieve. People who exhibit a drive for results establish or help establish objectives and contribute to their accomplishment. They assume personal responsibility for the success of the organization and persist, even when faced with obstacles, to achieve results.
Customer Service
Anticipating customers’ needs and designing, promoting or supporting the delivery of products and services that exceed customers’ expectations. People who are competent at customer focus have a desire to please customers and seek to anticipate customers’ needs. They push the organization to do more than is required to ensure that the customer is satisfied.
Influencing & Persuading
Convincing others to adopt a course of action. People who display this competency influence others without being excessively aggressive or pushy. They understand their audience and modify their method of persuasion accordingly. They are confident and do not give up easily.
Teamwork & Collaboration
Effectively working and collaborating with others toward a common goal. People who are competent at teamwork build and maintain cooperative work relationships with others. They complete their own tasks for group projects in a timely and responsible manner and directly contribute to reaching the group goal.
Interpersonal Communication
Communicating clearly and effectively with people inside and outside of the organization. People who are competent at interpersonal communication listen effectively and develop rapport with others. They are able to articulate their thoughts and ideas clearly, they present information in a straightforward and logical way, and they ensure that they are understood. They share information with others that will improve overall work progress.
Living Home Instead
Building trust, taking the lead and sharing your heart.
Service Manager Competencies
Service Manager
Motivating Others
Inspiring others to perform well by actively conveying enthusiasm and a passion for doing a good job. People who display this competency encourage and inspire others.
Managing Others
Directing and leading others to accomplish organizational goals and objectives. People who display this competency effectively manage and direct the activities of others. They work through other people to accomplish objectives, and they encourage performance through motivation and feedback. They hold people accountable.
Coaching & Development Of Others
Advising, assisting, mentoring and providing feedback to others to encourage and inspire the development of work-related competencies and long-term career growth. People who display this competency are sincerely interested in the development and success of others. They provide honest feedback and guidance in a supportive manner and assist others in meeting individual goals and challenges. In all, they are positive, objective and fair.
Relationship Management
Developing and maintaining positive relationships with individuals outside their work group. People who are competent at relationship management actively seek opportunities to build relationships important to their business. They are in frequent contact with internal or external customers to assure satisfaction. They consider how their actions or decisions may impact other groups or departments and work collaboratively to accomplish work goals.
Decisive Judgment
Making good decisions in a timely and confident manner. People who display this competency make sound decisions with conviction and in a timely manner. After they have considered alternatives and possible consequences, they can decide upon a course of action and assume responsibility for their decisions.
Adapting to Change
Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization. People who are competent at adapting to change are flexible in changing circumstances. They are open to change and different ways of doing things, and do not over-rely on old methods and processes.
Planning & Organizing
Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities. People who are competent at planning and organizing efficiently manage their time and the time of others and effectively handle multiple demands and competing deadlines.
They identify goals, develop plans, estimate time frames and monitor progress.
Resilience
Effectively dealing with work related problems, pressure, and stress in a professional and positive manner. People who exhibit resilience maintain a positive attitude even when faced with frustration, pressure or change. They recover quickly when faced with obstacles or setbacks.
