Client Services Coordinator

Client Service Coordinator

Improve our clients’ lives one conversation at a time. If you are an individual who enjoys helping others decide on the best way to care for their family members by actively listening to their concerns, reviewing care plans, and visiting client’s homes to ensure quality of care, our Client Service Coordinator position would be the career for you!

Our Client Service Coordinator will manage and develop all client services for Senior Helpers of Monterey Park within the franchise territory including converting leads, retention of clients, and managing the growth of hours from current clients.

We are looking for someone to come in part-time 25 hours a week to start and prove themselves first. Then eventually this person will be converted to full-time 40 hours with benefits as the business continues to scale.

It would be great if the candidate can speak multi-languages as we serve a very diverse group of clientele. (Mandarin and Cantonese speaker preferred)

Job Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Short team & Long-term Disability
• Paid Sick Leave
• Life Insurance
• Pay On Demand
• Bonus structure

Job Duties:

New Clients

• Create and implement an on-boarding process for new clients requesting services.
• Respond to all service inquiry calls and conduct follow-up communications with leads to meet client conversion targets.
• Be the main contact for introductions, first days of service calls, and visits for new clients and their families within the clients’ first 30-90 days of services.
• Determine the service offerings needed to enhance seniors’ quality of life.

Existing Clients

• Complete assessments and re-assessments using LIFE Profile
• Spend approximately two to three days in the field reassessing clients and managing client visits in the hospital, rehabs, facilities, etc.
• Complete quality assurance checks on a recurring basis to assess the quality of services and client/family satisfaction.
• Monitor online reviews from existing clients and their families to identify service improvement opportunities and implement changes to improve services provided.
• Adapt and communicate the client care plans as needed.
• Communicate with Scheduler and Care Team Manager to adjust caregiver client assignments as needed.
• Update the client retention dashboard on a weekly basis and create a plan for replacing lost hours and proactive care management on a weekly basis.
• Generate internal growth each month consistent with company goals.
• Proactively prevent and resolve problems and issues reported.

Job Qualifications:

• Bachelor’s degree preferred
• 3+ years’ experience in customer service, client services and management, sales, and account management experience
• Exceptional organizational skills, attention to detail, and the ability to prioritize in a changing environment.
• Excellent verbal communication and follow-up skills and the ability to quickly build rapport with prospects, clients, and client families.
• Ability to learn software programs quickly.
• Good problems solving skills
• Ability to multi-task as company's needs are constantly evolving on a day to day basis
• Proficiency in Microsoft Word, Excel, Internet, AI, and Outlook

Why Work for Senior Helpers of Monterey Park?

• Great Place to Work® Certified
• Autonomy —We encourage our team members’ independence and believe in our team to complete their job duties without micromanaging.
• Task Variety —We provide an engaging workday that uses your various skill sets to avoid monotony. You are expected to learn how to do the work of other roles within the company as well to cross train.
• Career Growth —You will really learn the intricacies of home care business in this critical clients facing position and room to level up with higher responsibilities as our business grow.

About Senior Helpers of Monterey Park:

We are an independently owned and operated franchisee of SH Franchising, LLC dba Senior Helpers®. Senior Helpers® has been the nation's premier franchisor of in-home senior care franchisees since 2005, with locations across the country. Our services range from specialized care for those with chronic diseases to companion services for seniors looking for assistance with daily activities. Our mission is to provide compassionate care and improve the quality of life for our clients, their families, and our employees.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.