Benefits:
50% toward the health plan of your choice
5 PTO days per year
One remote workday per week
The Client Care Manager is responsible for using Right at Home services to bring value to families and referral sources inquiring about home care services and creating extraordinary client experiences. Key skills required for a Client Care Manager include verbal communication, customer orientation, attentiveness, critical thinking and judgment, conflict resolution, and resourcefulness.
ESSENTIAL FUNCTIONS
VERBAL COMMUNICATION
Communicates effectively 1:1 and in group settings.
Clearly organizes and presents thoughts.
Easily articulates Right at Home’s mission, differentiators, and services.
Conducts client and family consultations and draws out client and family needs, routines and preferences related to their loved one’s needs.
Quickly adapts thinking based on the conversation's flow and direction.
Provides essential information for clients, referral sources, families, and office staff, to enhance caller experience.
CALLER FOCUS
Answers phone consistently, professionally and with a positive demeanor. Minimize transfers, holding time and background noise.
Offers solutions to the needs of the caller.
Conducts quality calls and provides follow-up as needed to family members, caregivers, referral sources, and others.
Educates clients, families, and referral sources on the importance and power of person-centered care.
Motivates inquiry callers to schedule consultation or care.
Identifies and reports opportunities to improve caller experience.
Help the on-call supervisor as needed.
LISTENING
Actively listens to and communicates with potential, new, and existing clients, family members, and referral sources to ensure the highest quality of service is being provided.
Encourages the caller to speak by asking open-ended questions related to their requests/care needs.
Acknowledges, manages, and investigates client and/or family complaints.
CRITICAL THINKING
Can “read between the lines” when families share details of their current care needs, living situation and family dynamics.
Deals effectively with concrete, tangible issues, as well as with abstract, conceptual matters.
Maintains calm and offers sound guidance during emergencies.
When a conflict emerges, effectively works through the conflict to its optimum outcome.
RESOURCEFULNESS
Helps callers feel confident by demonstrating credibility through care and community knowledge.
Seeks out and seizes opportunities, goes beyond the “call of duty,” and passionately finds ways to surpass barriers to improve the client/potential client experience.
Re-engage with families who inquired about services in the past but have not started services.
Other duties assigned by Operations Manager
EDUCATION / SKILLS / ABILITIES / AVAILABILITY
College Degree/Associate degree plus two years of business experience.
Excellent telephone skills. Office and computer skills and organizational abilities.
Excellent interpersonal relations abilities.
Have a valid driver’s license and use of insured automobile.
Conditions of Employment: This offer is contingent upon the successful completion of a background check and reference verification.
This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to Right at Home Franchising Corporate.