Home Care Consultant

at  Home Instead

Home Instead in DeKalb is looking for a dedicated professional who is knowledgeable and experienced in the field of senior care to help enroll new clients, maintain quality care through regular quality assurance visits, and network with other health care professionals in the area. The Home Care Consultant is expected to perform a variety of duties that relate to client care including care consultations with potential clients and family members, client/Care Professional 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.

EDUCATION/EXPERIENCE REQUIREMENTS:

• High school graduation or the equivalent; Associates degree preferred
• One year of related business experience or an equivalent combination of education and work experience may be considered
• Must have a valid driver’s license, retain active car insurance, and have your own vehicle that you will drive to and from work in

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must have an understanding of and uphold the policies and procedures established by Mondi & Associates, Inc. d.b.a. Home Instead
• 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 office standards, practices, policies and procedures
• Must demonstrate knowledge of the senior care industry
• Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work
• Must have the ability to establish good working relationships with the franchise owner, office colleagues, Care Pros and the community
• 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 Excel and Word
• Must have the availability to work evenings or weekends as required
• Must have the ability to perform duties in a professional office setting
• Must have the ability to work as a part of a team
• Must demonstrate excellent organizational skills

PRIMARY RESPONSIBILITIES:

• Reflect the core values of Mondi & Associates, Inc. d.b.a. Home Instead
• Answer each service inquiry in a friendly, professional, and knowledgeable manner
• 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
• Conduct client and Care Professional introductions
• Create and maintain client and responsible party records documenting all quality assurance meetings
• Work in partnership with the Service Coordinator to coordinate Care Professional schedules with an emphasis on creating high quality matches and extraordinary relationships
• Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through a quality assurance program
• Monitor, mediate, and log all client & Care Professional activity utilizing the software system (WellSky Personal Care)
• 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
• Maintain regular attendance at the office to execute job responsibilities
• 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:

• Follow a once weekly on-call rotation in the evening, as well as the weekend on-call rotation
• Conduct Family Education sessions as needed
• Fill in open shifts as assigned
• Perform any and all other functions deemed necessary