About Job

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. This position is ideal for a compassionate, service-oriented professional with strong interpersonal skills and a commitment to excellence in client care.

As the Client Care Coordinator, you will build and maintain meaningful relationships with clients and their families, coordinate all aspects of client care including introductions between clients and Care Pros, and conduct quality assurance visits. You will use a consultative sales approach to develop and continuously evaluate tailored service plans, ensuring they meet or exceed client needs. This role requires a balance of relationship-building, sales ability, problem-solving, and operational coordination to maintain Home Instead’s exceptional standard of care.

Key Responsibilities:

· Client Engagement & Relationship Building: Serve as a trusted advocate for clients, ensuring they receive the highest standard of care and support.

o Serve as the primary point of contact for clients and their families, building lasting, trust-based relationships.

o 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.

o Maintain consistent follow-up with potential clients and families who have not yet initiated services, ensuring ongoing support and engagement.

· Care Coordination & Quality Assurance: Oversee client service plans, ensuring that care is adapted as needs evolve.

o Collaborate with the care team, schedulers, and Care Pros to ensure seamless service delivery.

o Conduct regular quality assurance visits and update documentation accordingly.

o Lead client and Care Pro introductions, ensuring a smooth and positive experience for both parties.

· Collaboration & Problem-Solving: Work closely with Care Pros, healthcare professionals, and family members to create the best outcomes for clients.

o Address client concerns with empathy, professionalism, and proactive problem-solving.

o Identify opportunities to enhance care services and advocate for additional support when needed.

· Compliance & Documentation: Maintain accurate and up-to-date client records, including care assessments, service plans, and quality assurance documentation.

o Adhere to all company policies, procedures, and compliance requirements.

Qualifications & Experience:

Experience:

· Prior experience in case management is strongly preferred

· Experience working directly with older adults, their families, and caregivers is a plus.

· Must possess a valid driver’s license

Education:

· High school diploma or GED required.

o Associate’s or bachelor’s degree in healthcare administration, Social Work, Gerontology, or a related field preferred, but not required.

Technical Skills:

· 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 (if client visits are required).

· Ability to maintain confidentiality and adhere to ethical business practices.

Key Competencies:

· Must be able to perform all essential functions of the position with or without reasonable accommodation.

· Must possess an understanding of and uphold the policies and procedures established by Compass Enterprise dba and independently owned and operated Home Instead franchise.

· Must demonstrate excellent oral and written communication skills and demonstrate the ability to listen effectively.

· Must possess the ability to work independently, maintain confidentiality of information, and meet deadlines.

· Must possess excellent interpersonal skills and sound judgment and decision-making skills.

· Must demonstrate discretion, integrity, and fair-mindedness consistent with company standards, practices, policies, and procedures.

· Must possess the ability to prioritize daily, weekly, monthly, quarterly, and annual tasks

· Must possess the ability to establish good working relationships with colleagues, superiors, Care Professionals, Clients, and the community.

· Must present a professional appearance and demeanor

· Must have the ability to operate office equipment, including computer programs and operating systems.

· Must be able to work evenings and weekends as required.

· Must have knowledge of the senior care industry

· Must possess the ability to sit at a desk for an extended period of time and listen effectively for an extended period of time during telephone conversations

· Must be patient and congenial on the telephone.

· Must possess the ability to perform all job tasks and duties in a professional office setting.

Compensation & Benefits:

· Competitive salary- Negotiable depending upon experience

· Medical, dental, vision, and life insurance

· Accident and Critical Illness insurance

· 401k Plan with employer match

· 13 PTO days per year, plus one floating holiday and one mental health day

· Paid holidays

The schedule for this position is Monday through Friday, 8:00am-5:00pm, and may occasionally require work outside of these hours as assigned. The Client Care position reports to the Director of Client Care.

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits: