Job Description

Company Description

Avalon Essential Home Care provides trusted and experienced in-home care services for seniors in Troy, MI. We aim to help seniors maintain their independence and stay in the comfort of their own homes by offering a full range of personalized care services, including cooking, bathing, errands, and cleaning. Our mission is to ensure that seniors can continue to enjoy their homes and the communities they love.

REQUIREMENTS:

• People Management Skills Effective oral and written presentation skills
• Excellent interpersonal and coaching skills
• Ability to exercise professional discernment and maintain professional boundaries
• Communication Skills Interpersonal & public speaking skills, as well as strong writing skills
• Strong sense of professional discernment
• Passion, professionalism, and a positive attitude - self-motivated and committed to excellence
• Computer Skills Above average computer literacy, including proficiency in Microsoft Office and web-based applications
• We are a tech-intensive company with a strong reliance on computers for communication and documentation
• Strong competence and comfort with computer applications are a must
• Organizational & Executive Functioning Skills Excellent organizational skills
• Excellent attention to detail
• Ability to operate thoroughly but efficiently, creatively making optimal use of your time
• Sense of urgency, proactivity, and a genuine passion for caring for others
• Multi-tasking abilities, with a flexible, adaptable, client-centered mentality - there are lots of factors in our work that we cannot control
• Must be confident in problem-solving on the fly and making the most of every situation, maintaining composure and professionalism at all times

Physical Abilities:

• Ability to work in the field, drive to client homes, and access client homes, which may involve walking on slightly uneven terrain, walking up steps while carrying supplies, and navigating a variety of client home environments
• Ability to operate a motor vehicle, have a current, valid driver's license with a clean driving record, safe, reliable vehicle with current insurance and registration
• Able to sit, stand, bend, lift, push, pull up to 25 pounds
• Schedule Typical office hours are 8:
• Willingness to be on call, monitoring phone, and being available to tend to emergent situations up to 14 days per month

Education & Experience Minimum:

• High School/GED required
• 2 years (Required) Home care industry:

Responsibilities:

• Customer Experience Management and Communication: You will identify opportunities to improve the care and service our clients receive
• You will be responsible for proactively managing Caregiver and Family relationships, including but not limited to monitoring communications for issues and opportunities to improve, addressing and resolving those matters, and escalating matters to the Operations Manager when necessary
• As Care Coordinator, you will work closely with the Field Rep and RN to address scheduling issues, coordinate care, and participate in on-call rotation (as assigned)
• To ensure excellent customer service and client care, visits to client's homes should occur on a routine basis
• Familiarity and ongoing training on proper procedures to ensure excellent and consistent service is an important aspect of this position

Finally, maintaining constant and clear communication with team members is key to succeeding in this role.

Client Relations:

• You are often the first point of contact between clients and the company.
• You are responsible for developing solid relationships with clients, building trust, and maintaining relationships throughout the client's tenure with our company.
• You will be responsible for administrative duties relating to client care, including documentation and care plan development and management.
• You will participate in implementing new client care and assist with regular and routine assessments of current clients to ensure the quality of care meets their needs.
• You will work closely with the Field Reps and Care Team to find the best Caregivers for the client.
• You will assist with training for family members and clients, as well as coordination of the Family Room.

Compliance :

• You will ensure compliance requirements are met and maintained by state regulations.
• This will include documenting all required information for regulatory/compliance and patient records purposes in the appropriate information systems and following all documentation protocols to ensure excellent service to clients, staff, and potential and inactive clients.
• You will adhere to company HIPAA privacy, Business Ethics, and compliance programs
• You will need to build your awareness of how we manage & follow up on customer complaints while following the company complaint policy.
• You will be responsible for reporting abuse, neglect, or exploitation, either witnessed or suspected as a mandatory reporter.

Management:

• You are responsible for managing the client experience from referral to continuity of care
• You will be directly responsible for regular and routine quality assurance visits and performance evaluations of all managed staff of caregivers
• You will manage Caregivers and provide feedback in a supervisory capacity
• You will be responsible for coordinating care with the AE Care Team, Field Rep, RN, family members, and other care providers, such as insurance companies, case managers, and other third-party
• You will participate in formal and impromptu management meetings and in the development of systems to improve care coordination, client satisfaction, employee performance and retention, and office operations
• The Care Coordinator will assist other members of the management team as needed and complete special projects as assigned
• The Client Care Coordinator will provide ongoing caregiver coaching and retraining.
• You will be responsible for communicating with caregivers and problem-solving when needed to address issues quickly, show your care, and help the caregiver feel supported, appreciated, and important.

Sales :

• You are responsible for sales via in-home consultation for prospective clients in your territory.
• You will answer potential client inquiries and qualify them for consultations.
• You will assist clients in determining the type and duration of services needed to meet the client's needs, as well as continuous reassessment of their situation.
• Participation in and organization of community or networking events is a component of this position's sales responsibilities.

Work Hours and Setting:

• 8:30am-4:30pm Mon-Fri
• Rotating Paid On-Call
• Willingness to work non-traditional hours on occasion to meet supervisory needs associated with managing service delivery for a 24/7 business.

Benefits:

• $47,500- $60,000
• Dental Insurance
• Health insurance
• Vision insurance
• Life insurance
• Paid time off
• Paid training

Estimated Salary: $20 to $28 per hour based on qualifications

• 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.

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