Home Instead^®

Client Service Coordinator Job Description

Klipsch Senior Care d/b/a Home Instead

Objective:

The Service Coordinator is expected to perform a variety of duties in the coordination of scheduling service for clients. The Service Coordinator is responsible for scheduling clients and CARE Professionals^SM in order to provide the highest quality service to clients with emphasis on creating extraordinary relationships.

Primary Responsibilities:

• Reflect the values of Klipsch Senior Care, LLC (d.b.a. an independently owned and operated Home Instead franchise).
• Answer incoming calls in a friendly, professional and knowledgeable manner.
• Create and maintain client and Care Professional schedules with an emphasis on creating high quality matches and the development of extraordinary relationships.
• Monitor, mediate, and log all client and Care Professional activity utilizing the software system.
• Follow up with all client and Care Professional issues to ensure their problems are resolved.
• Enter and maintain accurate client and Care Professional records in the software system.
• Increase client loyalty to Home Instead by utilizing the consultative sales process to better meet our current client needs.
• Follow up and communicate Care Professional and client issues to ensure problems are resolved.
• Design, test and implement a responsive contingency plan that ensures 100% maintenance of Service Hours.
• Recognize and capture opportunities to increase service hours to enhance and/or increase quality care.
• Field new client inquiries over the phone as needed in a knowledgeable manner and work with team to communicate and prepare for the Care Consultation.

• Demonstrate open and effective communication with the franchise owner, colleagues, CARE Professionals, 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 Professional meetings.

• Perform any and all other functions and responsibilities deemed necessary.
• Maintain regular attendance at the office to execute job responsibilities.

Education/Experience Requirements:

• High school graduation or the equivalent
• One year of related business experience or 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:

• Must have an understanding of and uphold the policies and procedures established by Klipsch Senior Care, LLC (d.b.a. 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 demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Must have the ability to organize and prioritize daily, quarterly, monthly and yearly work
• Must have the ability to establish good working relationships with the franchise owner, office colleagues, clients and CAREGivers
• Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone
• Must present a professional appearance and demeanor
• Must have the ability to operate office equipment
• Must be patient and congenial on the telephone
• Must have computer skills and be proficient in Word and Excel
• Must have the availability to work evening and weekend on call as required

• Must have the ability to perform duties in a professional office setting
• Must demonstrate knowledge of the senior care industry