Client Care Manager and Trainer

$26.00 - $27.00 hourly
  • Home Instead Senior Care
  • Sunnyvale, CA, USA
  • Mar 29, 2019
Full time Health Care / Medical

Job Description

The Sunnyvale office of Home Instead Senior Care is looking for an individual with strong interpersonal and telephone skills, computer competence, organization skills, consultative sales experience, customer service attitude and attention to detail to join us Full-Time as a Client Care Manager.

As a Client Care Manager you will meet with prospective clients and their families, conduct quality assurance visits every 90 days, explain our services and be the “go-to” person for concerns. You will train our CAREGivers to ensure they have the appropriate skill level to work with our Clients and assist the staffing team to match our Clients with the right CAREGivers to ensure the satisfaction of our Clients and the success of our CAREGivers.  The work you do makes a difference in the quality of care we deliver and the quality of life for our Clients.

We are looking for someone who is detail orientated, pragmatic, possesses analytical skills, has stress management skills, has a high level of integrity, strives for excellence, has good judgment and decision making skills, organizes and plans well, good oral communication, actively listens, exhibits persuasiveness, is client focused, and has good energy and passion for the job they do! If this sounds like you we would love to hear from you! Experience working a combination of office and field work is a plus.

Primary Responsibilities:

  • Take service inquires over the phone explaining our services
  • Conduct care consultations with prospective clients
  • Meet and or exceed targeted conversion & closing rates
  • Conduct New Hire Orientation for CAREGivers
  • Conduct Skills training/checklist for all CAREGivers
  • Conduct ongoing CAREGiver training by teaching and coming up with new topics and material
  • Develop and maintain positive relationships with all clients through quality assurance (QA) visits, phone calls, cards, and special events
  • Conduct QA visits with clients in person every 90 days
  • Create care plans for all new clients
  • Provide oversight and monitor plans of care for all Clients
  • Conduct follow up as necessary
  • Monitor, mediate, and log both client and CAREGiver activity and follow up on the CAREGiver assignments and client services
  • Counsel CAREGivers on quality assurance concerns after visiting clients
  • Conduct client/CAREGiver introductions as scheduled
  • Enter and maintain accurate client and CAREGiver records in Clearcare
  • Maintain regular attendance at the office to execute job responsibilities
  • Demonstrate open and effective communication with owner, colleagues and CAREGivers

 Secondary Responsibilities:

  • Correspond with clients on holidays and birthdays
  • Participate in CAREGiver meetings
  • Perform any and all other functions and responsibilities deemed necessary

 Education/Experience Requirements:

  • Public Health Knowledge
  • Must possess a valid driver’s license

 Supervisory Responsibilities:

  • This position will be responsible for overseeing all of the functions performed by the CAREGivers.

 Knowledge, Skills and Abilities:

  • This position must demonstrate excellent oral and written communication skills and the ability to listen effectively
  • This position must have the ability to work independently, maintain confidentiality of information and meet deadlines
  • Knowledge of the senior care industry
  • Ability to demonstrate effective interpersonal skills essential 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
  • Ability to organize and prioritize daily, monthly and yearly work
  • Ability to establish good working relationships with management, colleagues, franchise owners and their staff
  • Ability to sit at a desk and listen effectively for long periods of time on the telephone
  • Ability to be in the car for long periods of time, commuting within our territory on a daily basis
  • Ability to present a professional appearance and demeanor
  • Ability to operate office equipment
  • Must be patient and congenial on the telephone 
  • Must have computer skills and be proficient in Outlook, Word and Excel
  • Ability to work evenings or weekends as required
  • Ability to perform duties in a professional office setting

When applying, please note that you saw the job posted on the NOVA Job Board. If you need help with your resumé, please see a NOVA Career Advisor.

Deadline to Apply

April 20, 2019