Client Services Coordinator

About the role

Improve our clients’ lives one conversation at a time. This role involves helping others decide on the best way to care for their family members through active listening, reviewing care plans, and visiting client homes to ensure quality of care.

Responsibilities

• Create and implement an on-boarding process for new clients requesting services.
• Respond to all service inquiry calls and conduct follow-up communications with leads to meet client conversion targets.
• Be the main contact for introductions, first days of service calls, and visits for new clients and their families within the clients’ first 30-90 days of services.
• Determine the service offerings needed to enhance seniors’ quality of life.
• Complete assessments and re-assessments using LIFE Profile.
• Spend approximately two to three days in the field reassessing clients and managing client visits in the hospital, rehabs, facilities, etc.
• Complete quality assurance checks on a recurring basis to assess the quality of services and client/family satisfaction.
• Monitor online reviews from existing clients and their families to identify service improvement opportunities and implement changes to improve services provided.
• Adapt and communicate the client care plans as needed.
• Communicate with Scheduler and Care Team Manager to adjust caregiver client assignments as needed.
• Update the client retention dashboard on a weekly basis and create a plan for replacing lost hours and proactive care management on a weekly basis.
• Generate internal growth each month consistent with company goals.
• Proactively prevent and resolve problems and issues reported.

Qualifications

• Bachelor’s degree preferred
• 3+ years’ experience in customer service, client services and management, sales, and account management experience
• Exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment
• Excellent verbal communication and follow-up skills and the ability to quickly build rapport with prospects, clients, and client families
• Ability to learn software programs quickly
• Good problems solving skills
• Ability to multi-task as company's needs are constantly evolving on a day to day basis
• Proficiency in Microsoft Word, Excel, Internet, AI, and Outlook

Job Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Short term and long-term disability insurance
• Paid sick leave
• Life insurance
• Pay on demand bonus structure