Client Care Advisor

Job Summary

At Home Instead, we are dedicated to helping older adults live safely, comfortably, and with dignity in their own homes. The Client Care Advisor plays a vital role in ensuring that every client receives personalized, high-quality care while serving as their advocate and primary point of contact.

Key Responsibilities

• Serve as a trusted advocate for clients, ensuring they receive the highest standard of care and support.
• Serve as the primary point of contact for clients and their families, building lasting, trust-based relationships.
• Conduct in-depth Care Consultations and service inquiries with potential clients and families, assessing needs, creating customized care plans, and executing the consultative sales process.
• Maintain consistent follow-up with potential clients and families who have not yet initiated services, ensuring ongoing support and engagement.
• Oversee client service plans, ensuring that care is adapted as needs evolve.
• Collaborate with the care team, schedulers, and Care Pros to ensure seamless service delivery.
• Conduct regular quality assurance visits and update documentation accordingly.
• Lead client and Care Pro introductions, ensuring a smooth and positive experience for both parties.
• Work closely with Care Pros, healthcare professionals, and family members to create the best outcomes for clients.
• Address client concerns with empathy, professionalism, and proactive problem-solving.
• Identify opportunities to enhance care services and advocate for additional support when needed.
• Maintain accurate and up-to-date client records, including care assessments, service plans, and quality assurance documentation.
• Adhere to all company policies, procedures, and compliance requirements.

Qualifications & Experience

• Prior experience in client services, healthcare, senior care, social work, or care coordination is strongly preferred.
• Experience working directly with older adults, families, and caregivers is a plus.
• Bachelor’s Degree in Healthcare Administration, Social Work, Gerontology, or a related field preferred, but not required.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with client management software preferred.
• Other Requirements: Availability to work evenings or weekends as needed, valid driver’s license and reliable transportation, ability to maintain confidentiality and adhere to ethical business practices.

Key Competencies

• Empathy and compassion - a genuine passion for serving older adults and their families.
• Exceptional communication skills - the ability to build trust and rapport with clients and families through clear, compassionate verbal and written communication.
• Strong problem-solving and organizational abilities - adept at managing multiple clients, priorities, and situations at once.
• Attention to detail - ensures accuracy in client records, care plans, and compliance documentation.
• Team-oriented mindset - able to collaborate effectively with Care Pros, office staff, team members.
• Sales ability.

Compensation & Benefits

• Competitive salary.
• Medical/Dental/Vision Insurance.
• PTO & Paid Holidays.
• 401K Match after 30 days.
• Company vehicle.