The Client Care Manager is expected to perform a variety of duties that relate to client care including care consultations with potential clients and family members, client/Care Pro introductions and quality assurance visits with existing clients. 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. 
• 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 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.
• Demonstrate open and effective communication with the franchise owner, colleagues, Care Pros, clients and family members.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

Secondary Responsibilities:

• Participate as needed in all Care Pros meetings
• Conduct Family Education sessions as needed
• Conduct client/Care Pro introductions with every new client and with every new Care Pro. 
• Perform any and all other functions deemed necessary

Education/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

Knowledge, Skills and Abilities:

• Must demonstrate knowledge of the senior care industry
• 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 demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills
• Must have the ability to present a professional appearance and demeanor
• Must have computer skills and be proficient in MSOffice Suite, Salesforce, and additional software programs
• Must have the availability to work evenings or weekends as required

Benefits:

• Health, Vision, & Dental Insurance
• Paid Time Off
• 401(k) w/ 4% match