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Home Care Consultant

Home Instead Senior Care - Richmond, VA

This is a Full-time position in Richmond, VA posted July 12, 2021.

The Home Care Consultant is expected to perform a variety of duties that relate to growing the business by handling inquiries for service and getting care consultations scheduled as well as detecting when a client may need additional hours.  This includes reviewing daily care logs, performing Quality Assurance calls or visits on a regular basis as instructed. This person will assist team members in all aspects of the business to include answering the phone, staffing and miscellaneous tasks.  This individual will be responsible for attending networking events as needed, working with Home Care Manager to build new relationships and in all things, working to grow the business. 

Primary Responsibilities: 

  • Reflect the core values of Home Instead of Richmond and Tappahannock, VA. 
  • Responsible for handling service inquiries that come into the office as well as share in the rotation of handling inquiries after hours and schedule all care consultations with as many of the inquiries as possible. 
  • Schedule Care Consultations with prospects (scheduling appointments for Home Care Manager first with you as back up if Home Care Manager not available). 
  • Follow-up with all prospects and potential clients with appropriate correspondence such as thank you notes and anything else necessary. 
  • Maintain all up to date notes and activity in Sales Force and ClearCare. 
  • Monitor and follow up on “Change In Care” alerts and confer with Home Care Manager. 
  • Back up for Quality Assurance visits to clients and as delegated by Home Care Manager, performing Quality Assurance phone calls on a recurring schedule. 
  • Back up for Care Consultations 
  • Manage the Listen 360 client side of program throughout the year (this entails following up with clients that give negative reviews and sending thank you cards to clients that give positive reviews). Encourage all positive clients to post a Google review. 
  • Review care logs, daily, for personal care and Long Term Care clients to look for changes in care which could lead to a Quality Assurance phone call and potential need for more care/hours as well as learning when a client may need Home Health. 
  • Review and finalize shifts each day from the previous day or weekend. 
  • Keeping up to date with contact info for clients’ doctors, home health, etc. and communicating with those companies to ensure best overall and symbiotic care of client. 
  • Assist with staffing when needed as your relationship with clients and CAREgivers will bring different perspective and relationship. 
  • Handle one holiday for staffing on-call per year. 
  • Assist managing the BASTAS (Be A Santa to A Senior program) each year. 
  • Maintain regular attendance at the office to execute job responsibilities and attend weekly and monthly sales and staff meetings. 
  • Expand our social media presence with local, personalized posts to gain traction in the community. 
  • Demonstrate open and effective communication with owner, supervisor, colleagues, clients and CAREGivers. 

 

Knowledge, Skills and Abilities: 

  • Uphold the policies and procedures established by Home Instead of Richmond and Tappahannock, VA. 
  • Demonstrate excellent oral and written communication skills and the ability to listen effectively. 
  • Ability to work independently, maintain confidentiality of information and meet deadlines. 
  • 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. 
  • Must be detail oriented. 
  • Sales ability in order to convince prospects to schedule care consultations. 
  • Ability to establish good working relationships with colleagues, the franchise owner, clients, referral providers, CAREGivers and professionals in the community. 
  • 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 Microsoft Office Suite 
  • Must become proficient in industry operating software. 
  • Ability to work evenings or weekends as required. 
  • Knowledge of the senior-care industry. 
  • Ability to perform duties in a professional office setting. 
  • Ability to demonstrate effective problem solving skills. 
  • Ability to demonstrate “customer first” prioritization of activities. 

Measures of Success: 

  • Scheduling of Care Consultations. 
  • Saved hours and client satisfaction through assisting with staffing and maintaining up to date ADL’s and IADL’s in client care plan. 
  • Successful schedule of Quality Assurance visits. 
  • Positive feedback from peers, subordinates and manager in areas of teamwork, flexibility/adaptability, initiative, organization, planning, productivity and time management. 

 

The above statements are intended to describe the general nature of the work being performed by people assigned to this position. The listed duties and functions are not intended to be constructed as an exhausted list of all responsibilities, duties and skills required of personnel so classified. The Owner and Director of Operations may assign other duties as needed.