Job Purpose or Summary:

The Director of Client Care (DCC) is primarily responsible for building and maintain referral relationships for Home Care Assistance, developing and acquiring new clients, and working closely with our team to provide high-quality services.

Essential Duties and responsibilities:

1. Client Care

1. Speaking with prospective clients during the intake process, explaining our services, differentiators and scheduling assessments
2. Conducting assessments with prospective clients, gaining an understanding of their needs, addressing their questions and concerns, building relationships with their families and converting them into our clients
3. Providing active care management for our clients to include regular home visits, management of our care plans and support for our clients’ needs
4. Providing extra support for new client cases, including home visits within the first two weeks of service, to ensure complete client satisfaction
5. Working with the Staffing Team to ensure high quality service delivery and ongoing client satisfaction
6. Overseeing the evolution of clients need to ensure the care plan is updated as needed
7. Providing after-hours support for our clients, referral partners and prospective clients

2. Referral & Community Marketing

1. Building and maintaining relationships with referral sources in the community to generate brand awareness and new clients for Home Care Assistance. Ensuring the long-term satisfaction of the referral sources you work with to generate ongoing, long-term business
2. Building priority lists, advancing relationships, tracking your activity effectively and completing all the other necessary steps of successful referral marketing as outlined by our Business Development Process
3. Representing Home Care Assistance in networking groups, at events, on committees and in other community settings
4. Responding to prospective client inquiries and ensuring they receive the information they need in order to move forward.
5. Conducting assessments with prospective clients as needed, addressing their questions and concerns, building relationships with their families and converting them into long-term clients
6. Communicating effectively within the team to ensure that our 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
7. Providing after-hours support for referral partners, prospective clients, and active clients
8. Maintaining a pulse on the strategic position of Home Care Assistance within the market, identifying new opportunities to enhance our reputation or build our referral base, helping to implement new programs and initiatives, and helping us to identify talented new additions to our local team as appropriate
9. Building the strength of our brand in the local market

3. Perform other duties as assigned

Knowledge and Skills Requirements:

1. Bachelor’s degree in gerontology, psychology, nursing, health and human
   services, or related field.
2. Two years’ experience in geriatrics and/or care management
3. Ability to interface effectively and professionally with client committee, including family, physicians, attorneys, etc.
4. Ability to work in a team environment
5. Excellent written and verbal communication skills