Client Care Liaison - Essex/Union NJ

Client Care Liaison

Build and maintain relationships with referral partners as a Client Care Liaison for Alvita Care, a leading provider of home care services in the New York, New Jersey, and Connecticut. In this role, you will make a visible impact and be able to showcase your skills in multiple areas, including sales, relationship building, time management and more. The home care field is purpose-driven, which allows you to derive immense satisfaction and fulfillment from the work you do to help others in need of our services. We are proud of our supportive leadership team and collaborative company culture. We have high, but reasonable, standards, and you will be working with a team of exceptional professionals. To be successful in this role, you will need to establish credibility and build trusted relationships with a variety of colleagues, referral partners, external stakeholders and other key contacts.

Position Summary

You will be responsible for building and maintaining referral relationships, acquiring new clients, ensuring overall client satisfaction, and coordinating with internal teams to ensure the provision of high-quality service. You will be the face of Alvita Care in the field, where you will also serve as an advocate for potential clients. You will spend the majority of your time working with referral sources in the healthcare ecosystem, including senior living communities, geriatric care managers, skilled nursing facilities and hospitals. You may also build relationships with sources in the legal/financial world including elder law/estate planning attorneys, wealth advisors, fiduciaries and conservators, and long-term care insurance advocates. The scope of your referral network is broad, offering you immense opportunity to build and maintain many strong referral relationships. The ultimate goal of your efforts is to allow clients to remain healthy in their homes with better outcomes and improved longevity through the provision of superior home care services from Alvita Care. You will be responsible for leveraging existing relationships as well as forging new ones to maintain a book of business that meets and exceeds established revenue targets.

Essential Duties and Responsibilities

• Advancing the company's sales to meet or exceed revenue goals
• Building and maintaining relationships with referral sources in the community to build brand awareness and secure new clients for Alvita Care
• Building priority lists, advancing relationships, tracking sales activity effectively and completing all the other necessary tasks for successful referral marketing
• Representing Alvita Care in networking groups, at events, on committees and in other community settings
• Responding to prospective client inquiries, whether in-person, via phone or web form, and ensuring they receive the necessary information to make an informed decision
• Learning the assessment process and conducting assessments with prospective clients as needed, addressing their questions and concerns, building relationships with their families and converting them into long-term clients
• Communicating effectively within the team to ensure that the care plans meet the clients' needs, that stakeholders and referral sources are satisfied, and that relevant information is communicated in an effective and timely manner
• Providing active relationship management when needed for existing referral cases this may include home visits, referral meetings, family meetings, and more
• Providing after-hours support for referral partners, prospective clients, and active clients (incl. evenings and weekends) this support may include e-mail, telephone and/or home visits
• Helping the team ensure that client accounts are up-to-date - especially when referrals are received from clients' legal/financial advisors - coordinating with the finance/billing team and communicating with families when needed
• Maintaining a working knowledge of Alvita Care requirements and obligations where licensed as a Home Care Agency, including the obligations to clients and caregivers
• Maintaining a pulse on the strategic position of Alvita Care within the market, identifying new opportunities to enhance our reputation or build the referral base, helping to implement new programs and regional initiatives, and helping the team members to better understand the local competition

Qualifications

• Registered Nurse with Bachelor's degree, licensed in the states of NY, NJ or CT; Social Worker licensed in the states of NY, NJ or CT; or Experience as a sales or marketing professional at a prestigious senior living community
• Excellent customer service and sales skills
• Results orientation and prioritization
• Ability to work independently and autonomously
• Computer proficiency and ability to document sales activity timely and accurately in the HubSpot platform
• Familiarity with video conferencing, social media platforms and Google products
• The ability to use market intelligence, analytics, and data to make informed decisions throughout the sales cycle
• Current driver's license and proof of insurance; ability to travel 90% of the time in the field within assigned territory
• Ability to explain client service agreements in a thorough manner to include payment and billing terms so the client has full understanding prior to the start of care
• Effectively manage all sales-related administrative duties, including, but not limited to: account plan development, routing, expense reporting, pipeline and referral network management and activity documentation via HubSpot, securing and managing marketing collateral and other resources
• Flexibility and adaptability to thrive in a fast-paced environment
• Strong interpersonal communication, influencing, critical thinking and problem-solving skills
• Attention to detail and a commitment to producing accurate, high-quality work
• Have an empathetic and warm disposition
• Have an entrepreneurial spirit, drive, and goal-oriented work ethic
• High energy and a positive attitude, with the ability to excel under pressure.

Success Factors

To excel in this role you will be passionate about creating awareness about long term care services in the local communities you serve. The ideal candidate for this position has strong emotional intelligence and high integrity. It's important to note that this is a challenging, nuanced sale with a potentially long, consultative cycle. Since you aren't selling a tangible product, you will need to "tell a story" and leverage your proven influencing skills to educate our clients and ensure they understand the full value of our service offerings. In addition to establishing rapport with external referral sources, your success in this role will also rely on your ability to establish strong working partnerships with your internal stakeholders in operations and finance. You'll need to be capable of navigating through tough conversations with multiple stakeholders, decision makers and family members. In summary, you will be the liaison between the referral source, the client and internal teams, and your success depends on your ability to navigate and drive synergy among all these involved parties.

Equal Opportunity Employer

Alvita Care is an equal opportunity employer. Alvita Care prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.