Client Care Advisor

About the role

The Client Care Coordinator is expected to perform a variety of duties that relate to client care including client/Care Professionals introductions and quality assurance visits with existing clients. They use a consultative sales approach to determine each individual client’s needs, provide solutions, create a tailored service plan, and continuously evaluate the plan through ongoing communications and visits to ensure high‑quality care, client satisfaction, retention, and opportunities to increase service hours.

Primary Responsibilities

• Reflect the core values of Klipsch Senior Care, LLC., an independently owned and operated Home Instead franchise.
• 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.
• Conduct client/Care Professionals introductions with every new client and with every new Care Professional.
• 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 the ongoing needs of clients through a quality‑assurance program.
• Demonstrate open and effective communication with clients, family members, the franchise owner, colleagues, Care Professionals, and referral/care providers.
• Work with clients and their families on issues that arise to ensure resolution and receipt of needed services.
• 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 Professionals meetings.
• Maintain regular attendance to execute job responsibilities.
• Conduct Family Education sessions as needed.
• Perform any and all other functions deemed necessary.

Education and Experience Requirements

• 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.

Supervisory Responsibilities

None.

Knowledge, Skills and Abilities

• Understanding of and commitment to the policies and procedures established by Klipsch Senior Care, LLC., an independently owned and operated Home Instead franchise.
• Excellent oral and written communication skills with the ability to listen effectively.
• Ability to work independently, maintain confidentiality of information, and meet deadlines.
• Effective interpersonal skills, sound judgment, and good decision‑making abilities.
• Discretion, integrity, and fair‑mindedness consistent with office standards, practices, policies, and procedures.
• Knowledge of the senior‑care industry.
• Ability to organize and prioritize daily, monthly, quarterly, and yearly work.
• Ability to establish good working relationships with the franchise owner, office colleagues, Care Professionals, and the community.
• Professional appearance and demeanor.
• Ability to operate office equipment.
• Capability to operate Home Instead technology systems.
• Patience and congeniality on the telephone.
• Computer skills; proficient in Microsoft Excel and Word.
• Availability to work evenings or weekends as required.
• Ability to perform duties in a professional office setting.
• Ability to work as part of a team.