Job description

Home Instead®

Client Care Manager Job Ad

A Treasured Heart for Seniors, Inc.

Home Instead Senior Care is the world’s leading in-home senior care franchise network. We aim to promote wellness and safety, reduce readmission to the hospital, and maximize independence for seniors living at home. As a family-owned business situated in Costa Mesa, we serve local families in the Coastal Orange County community. Our friendly and responsive service, our commitment to excellence, and our person-centered approach sets us apart from others in the industry.

We are looking for a motivated and passionate Client Care Manager who shares our commitment to excellence and our passion for serving seniors. If this sounds like you, apply today!

Objective:

The Client Care Manager is responsible for successfully directing and coordinating all activities associated with the care of potential and existing clients as well as leadership and management of the client care team.

Description:

Our leadership style is one of service. We believe that true leaders are dedicated to serving others and helping others grow. As Client Care Manager, you will be directly responsible for the growth and success of the client care team. This involves helping the client care team develop the skills required to ensure positive outcomes for clients and their families. These skills include having crucial conversations, being persuasive, developing genuine relationships, exercising good time management, exercising sound judgment and decision-making, and performing organized case management.

The Client Care Manager will be expected to be the in-house expert on the above skills and to lead by example. As such, she or he will be required to perform all aspects of client care job duties for the purposes of training and coaching, and as required to ensure successful outcomes for the business and our clients.

Primary Responsibilities:

• Reflect the core values of A Treasured Heart for Seniors, Inc. (d.b.a. an independently owned and operated Home Instead franchise): be kind and professional, listen
• Achieve the annual operational plan’s revenues, gross profit, profitability, and other operational goals by the stated milestones.

• Provide leadership and management of the client services team and home care sales departments which affect profitability and achievement of the operational goals.
• Meeting with prospective clients to discover their needs, sign them up for service and establish a billing relationship
• Ensure safety, satisfaction, and quality care through regular phone contact with clients and client representatives as well as in-person home visits.
• Creating and seizing opportunities to protect and expand service hours with the aim of improving the overall value we provide to clients.
• Manage outcomes of department activities and direct changes that will drive achievement of operational goals.
• Develop and maintain a structured, measurable, and inclusive Quality Assurance program that builds trust with each client and Care Professional.
• Develop and maintain positive and professional relationships with referral sources in the community.
• Adhere to all company policies, procedures and business ethics codes and ensure that they are implemented and communicated to all employees.

Secondary Responsibilities:

• Maintain and establish strong relationships with neighboring franchise owners.
• Maintain and establish strong relationships with the Home Instead, Inc. Business Performance team.
• Perform any and all other functions and responsibilities deemed necessary for the successful operation of a Home Instead franchise office.

Education/Experience Requirements:

• College degree preferred or equivalent work experience

• Four to ten years of related business experience or an equivalent combination of education and work experience may be considered

• Experience in one or more of the following areas is preferred: consultative sales, performance coaching, family counseling, crucial conversations, project management, senior care.
• Must possess a valid driver’s license

Supervisory Responsibilities:

The functions performed by the Client Care department staff. Responsibilities include interviewing, hiring and training employees, planning, assigning and directing work; appraising performance, coaching employee’s performance; problem resolution while seeking positive outcomes.

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by A Treasured Heart for Seniors, Inc. (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 have the ability to demonstrate effective interpersonal skills as well as sound judgment and good decision-making

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

• Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work

• Must have the ability to establish good working relationships with office colleagues, the franchise owner, clients and the community

• Must have the ability to present a professional appearance and demeanor

• Must have the ability to operate office equipment

• Must have the ability to operate HISC technology systems

• Must have computer skills and be proficient in Word and Excel

• Must be able to work evenings or weekends as required

• Must have knowledge of the senior-care industry

• Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone

• Must be patient and congenial on the telephone

• Must be able to perform duties in a professional office setting
• Must be able to recruit highly qualified employees

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Costa Mesa, CA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please share what you are looking for in your next position.

Experience:

• Sales: 1 year (Preferred)
• Senior care: 1 year (Preferred)
• Management: 1 year (Preferred)

Work Location: One location

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