Home Instead®Client Care Manager Job Description
Legacy Care Services Inc d/b/a Home Instead

Objective:

The Client Care Manager is responsible for successfully directing and coordinating all activities associated with the care of potential and existing clients as well as leadership and management of client care team and home care consultants

Primary Responsibilities:

• Reflect the core values of Legacy Care Services Inc (d.b.a. an independently owned and operated Home Instead franchise).
• Achieve the annual operational plan’s revenues, gross profit, profitability and other operational goals by the stated milestones.
• Provide leadership and management of the client services team and home care sales departments which affect profitability and achievement of the operational goals.
• Manage outcomes of department activities and direct changes that will drive achievement of operational goals.
• Develop and maintain a structured, measurable and inclusive Quality Assurance program that builds trust with each client and CAREGiverSM.
• Develop and maintain positive and professional relationships with referral sources in the community.
• Adhere to all company policies, procedures and business ethics codes and ensure that they are implemented and communicated to all employees.

Secondary Responsibilities:

• Maintain and establish strong relationships with neighboring franchise owners.
• Perform any and all other functions and responsibilities deemed necessary for the successful operation of a Home Instead franchise office.

Education/Experience Requirements:

• College degree preferred or equivalent work experience
• Four to ten years of related business experience or an equivalent combination of education and work experience may be considered
• Must possess a valid driver’s license

Supervisory Responsibilities:

• This position will be responsible for overseeing all of the functions performed by the office staff. Responsibilities include interviewing, hiring and training employees, planning, assigning and directing work; appraising performance, coaching employee’s performance; problem resolution while seeking positive outcomes.

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by Legacy Care Services Inc(d.b.a. an independently owned and operated Home Instead franchise)
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Must have the ability to demonstrate effective interpersonal skills is essential as well as sound judgment and good decision-making
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work
• Must have the ability to establish good working relationships with office colleagues, the franchise owner, clients and the community
• Must have the ability to present a professional appearance and demeanor
• Must have the ability to operate office equipment
• Must have the ability to operate HISC technology systems
• Must have computer skills and be proficient in Word and Excel
• Must be able to work evenings or weekends as required
• Must have knowledge of the senior-care industry
• Must have the ability to sit at a desk and listen effectively for long periods of time on the telephone
• Must be patient and congenial on the telephone
• Must be able to perform duties in a professional office setting
• Must be able to recruit highly qualified

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Your employer is Legacy Care Services Inc (d.b.a. an independently owned and operated Home Instead franchise). Your employer is not Home Instead, Inc. This job description does not create an employment contract, nor imply it. Employment with your employer remains at will.

Essential Home Instead®

Competencies

Characteristics-All Roles

Delivering Results

Challenging, pushing the organization and themselves to excel and achieve. People who exhibit a drive for results establish or help establish objectives and contribute to their accomplishment. They assume personal responsibility for the success of the organization and persist, even when faced with obstacles, to achieve results.

Customer Service

Anticipating customers’ needs and designing, promoting or supporting the delivery of products and services that exceed customers’ expectations. People who are competent at customer focus have a desire to please customers and seek to anticipate customers’ needs. They push the organization to do more than is required to ensure that the customer is satisfied.

Influencing & Persuading

Convincing others to adopt a course of action. People who display this competency influence others without being excessively aggressive or pushy. They understand their audience and modify their method of persuasion accordingly. They are confident and do not give up easily.

Teamwork & Collaboration

Effectively working and collaborating with others toward a common goal. People who are competent at teamwork build and maintain cooperative work relationships with others. They complete their own tasks for group projects in a timely and responsible manner and directly contribute to reaching the group goal.

Interpersonal Communication

Communicating clearly and effectively with people inside and outside of the organization. People who are competent at interpersonal communication listen effectively and develop rapport with others. They are able to articulate their thoughts and ideas clearly, they present information in a straightforward and logical way, and they ensure that they are understood. They share information with others that will improve overall work progress.

Living Home Instead

Building trust, taking the lead and sharing your heart.

Home Instead®

Client Care Manager Competencies

Motivating Others

Inspiring others to perform well by actively conveying enthusiasm and a passion for doing a good job. People who display this competency encourage and inspire others.

Managing Others

Directing and leading others to accomplish organizational goals and objectives. People who display this competency effectively manage and direct the activities of others. They work through other people to accomplish objectives, and they encourage performance through motivation and feedback. They hold people accountable.

Coaching & Development of Others

Advising, assisting, mentoring and providing feedback to others to encourage and inspire the development of work-related competencies and long-term career growth. People who display this competency are sincerely interested in the development and success of others. They provide honest feedback and guidance in a supportive manner and assist others in meeting individual goals and challenges. In all, they are positive, objective and fair.

Resilience

Effectively dealing with work related problems, pressure, and stress in a professional and positive manner. People who exhibit resilience maintain a positive attitude even when faced with frustration, pressure or change. They recover quickly when faced with obstacles or setbacks.

Relationship Management

Developing and maintaining positive relationships with individuals outside their work group. People who are competent at relationship management actively seek opportunities to build relationships important to their business. They are in frequent contact with internal or external customers to assure satisfaction. They consider how their actions or decisions may impact other groups or departments and work collaboratively to accomplish goals.

Decisive Judgment

Making good decisions in a timely and confident manner. People who display this competency make sound decisions with conviction and in a timely manner. After they have considered alternatives and possible consequences, they can decide upon a course of action and assume responsibility for their decisions.

Planning & Organizing

Effectively organizing and planning work according to organizational needs by defining objectives and anticipating needs and priorities. People who are competent at planning and organizing efficiently manage their time and the time of others and effectively handle multiple demands and competing deadlines. They identify goals, develop plans, estimate time frames and monitor progress.

Courage of Convictions

Having the personal courage to address difficult issues in the face of potential opposition. People who display this competency place a high importance on addressing the difficult issues. They are willing to say and do what they think is right, even when others around them have a different perspective.

Adapting to Change

Adapting to changing situations and restructuring tasks and priorities as changes occur within the business and organization. People who are competent at adapting to change are flexible in changing circumstances. They are open to change and different ways of doing things, and do not over-rely on old methods and processes.

Job Type: Full-time

Pay: From $48,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Mileage reimbursement
• Paid time off
• Vision insurance

Medical specialties:

• Geriatrics
• Home Health
• Hospice & Palliative Medicine

Schedule:

• Monday to Friday
• On call
• Weekend availability

Ability to commute/relocate:

• West Columbia, SC 29169: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Case management: 1 year (Preferred)
• Sales: 1 year (Preferred)

Work Location: Hybrid remote in West Columbia, SC 29169

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