Client / Customer Care Rep

Description

Client Care Consultant: Private Duty Services - Florida Community

General Summary:

The Client Care Consultant is the critical first touchpoint for families seeking private duty care. You will convert inquiries—from online searches, direct phone calls, and internal Home Health referrals—into signed client consents within 24 - 48 hours. This role sits at the intersection of sales, customer service, and care advocacy. You will educate families on our services, address their concerns and objections, build trust through empathy and problem-solving, and when appropriate, visit families in their homes to provide a higher level of service and finalize enrollment. Your ability to listen, educate, persist, and ultimately close the sale will directly determine case quality, client satisfaction, and company revenue growth. The right candidate combines consultative sales skills with genuine compassion for families in complex situations.

Core Responsibilities:

Intake & Qualification
Receive and manage inquiries from multiple sources: website inquiries, direct phone calls, and internal referrals from the Home Health division.
Conduct thorough initial assessments to understand client needs, family circumstances, care requirements, timeline, and decision-making process.
Identify and document key information to ensure service alignment and readiness for conversion.

Client Education & Consultation
Educate families on Complete Home Care service scope, caregiver qualifications, pricing model, and the relationship between premium rates and safety/quality outcomes.
Position pricing as an investment in client safety: explain how physical demands, clinical expertise, risk management, and staffing complexity drive our rates.
Address common concerns (cost, service quality, process) with empathy, data, and consultative problem-solving.
Recommend the appropriate level of care, always prioritizing safety while planning for care progression.

In-Home Client Conversion
When appropriate, particularly for complex families, high-acuity situations, or to finalize enrollment—conduct in-home visits to build trust, provide personalized consultation, and secure signed consent.
Use home visits to assess family dynamics, client condition, caregiver needs, and any concerns that may affect service success.
Represent Complete Home Care’s professionalism, care philosophy, and commitment to excellence during all client interactions.

Consent & Conversion Closure
Guide families through the consent and agreement process using Docusign or company systems; ensure all required fields are complete and accurate.
Obtain signed consent and confirmation of agreement to pricing and service terms.
Handle pricing objections through education and value positioning; escalate to the Administrator only when downward negotiation is being considered (per management discretion for high-hour, long-tenure, or competitively sensitive accounts).
Escalate complex family dynamics, clinical concerns, or unusual requests to the Administrator for guidance.

Documentation & Systems
Maintain accurate, timely documentation for all inquiries, conversations, and conversions.
Coordinate with care coordination team immediately upon signed consent to schedule start-of-care nurse visit.

Relationship Building & Follow-Up
Maintain professional, compassionate communication throughout the intake process and beyond.
Follow up persistently on pending inquiries: multiple touchpoints, varied communication methods, consistent follow-through.
Build a reputation as the trusted first voice families hear from Complete Home Care—professional, knowledgeable, and genuinely invested in their outcomes.

Requirements

2+ years of experience in sales, customer service, lead conversion, or related client-facing role
Proven ability to manage multiple inquiries, follow up consistently, and close sales
Excellent verbal and written communication skills; professional phone presence and email etiquette
Strong empathy and genuine interest in helping families in complex or stressful situations
Problem-solving mindset; ability to handle objections and work through barriers
Highly organized and detail-oriented; capable of managing CRM/EMR systems accurately
Proficiency with Microsoft Office
Valid driver's license and reliable transportation for in-home client visits
Self-motivated, reliable, and comfortable working both independently and as part of a team
Flexibility to accommodate evening and weekend calls for client needs

Preferred

Healthcare or home care background
Familiarity with in-home private duty care or senior care
Experience with CRM systems, EMR platforms, or healthcare software

Competencies & Personal Attributes
The ideal candidate possesses:

Empathy & Compassion: Genuine concern for families in vulnerable situations; ability to listen and respond with care
Persistence & Follow-Through: Comfort with follow-up, objection handling, and staying engaged until resolution
Problem-Solving Mindset: Creative, consultative approach to addressing concerns and finding solutions
Attention to Detail: Accuracy in documentation, consent forms, and system entry; commitment to completeness

Work Location & Schedule
Hours: 8:30 AM - 5:00 PM EST, Monday through Friday, but must accommodate evening and weekend calls for client inquiries and conversions as needed

Work Environment: Remote when not conducting in-home visits; based in Palm Beach/Broward territory preferred but not required

Travel: Regular in-home client visits as appropriate; local travel within assigned territory

Why This Role Matters
Families calling Complete Home Care are often at a crossroads—managing a new diagnosis, a health crisis, or the reality that a loved one needs specialized care. Your voice, professionalism, and genuine concern will be the first impression they have of our company. You will be the difference between a family feeling heard and supported versus confused and overwhelmed. By educating families on what premium care truly means, addressing their concerns with empathy, and guiding them to the right decision for their situation, you will help families access the care they desperately need while building Complete Home Care’s reputation as a trusted partner in their most vulnerable moments. This role is not transactional—it is relational, consultative, and deeply meaningful

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