Client Care Coordinator

The Client Care Coordinator (CCC) at GuideStar Eldercare (GSE) has a primary role of vertical sales (Heads in Beds initiative) within GSE's existing, contracted long term care facilities. The CCC serves as an account and customer relationship manager with facilities in their region and daily travel is required. Additionally, the CCC manages the implementation of GSE services with newly contracted facilities and addresses any issues concerns and questions facilities may have regarding GSE services. A customer service-oriented position, the CCC will build relationships with existing customers while performing consultative reviews, educating facility staff, supporting GSE clinicians, and assisting with marketing outreach and presentations when requested. This open position will cover the regions of North West Indiana, including Crown Point.

Job Functions and Responsibilities

• The CCC agrees to work as reasonably scheduled by Company, within standard Monday-Friday business hours.
• Primary function of this role is to meet vertical sales goals established within the Heads in Beds (HIB) initiative. Autonomous field sales (growing referrals), independent decision-making, and building relationships with clients.
• Must have reliable transportation between home and all assigned facilities in sales region.
• Manages the implementation of GSE services with facility sites.
• Provide education to facility staff regarding the referral process as well as informational materials.
• Support clinician-facility interactions and serve as liaison; introduce providers to key facility personnel and expediate the onboarding (including facility walk-thru) and support of clinical providers with administrative issues encountered in facilities (passwords, EMR access, etc.).
• Develop client service improvement strategies in conjunction with GSE regional, clinical, marketing, and operations management/teams. Lead the implementation of such strategies.
• Serve as primary GSE contact with facility staff. Maintain up-to-date records of facility contacts. Perform soft surveys of customer satisfaction. Track and trend client issues to identify patterns that require process improvement.
• Services provided by the CCC shall be performed almost exclusively at independent and distinct facilities (i.e. nursing homes and assisted living facilities). Travel by car may be required daily, of which overnight stays may be approximately 5-10%.
• Meet established monthly vertical sales goals for Heads in Beds initiative.
• Performs audits to identify patients within facilities who are eligible for GSE services. Consult with long term care facility staff to strategize and implement a referral plan.
• Maintain and grow relationships with staff at client facilities.

Physical, Mental & Environmental Demands

• Motion Requirements
• Must be able to drive an average of two to four (2-4) hours daily between home and all assigned work facilities. Ability to drive in the dark is required. Must be able to transition between stationary positions and moving about facilities. May occasionally need to position self to reach items under or behind desks. Opens and closes doors. Often operates a laptop. Occasionally climbs stairs. Occasionally moves or transports supplies weighing up to 10 lbs.
• Constantly communicates with facility staff, clinicians and GSE corporate office (marketing, clinical leads, scheduling). Engages in audits and in person conversations. Must be able to exchange accurate information in these situations. Must be able to perceive information displayed on device monitors from short distances. Must be able to identify and understand information on road signs.
• *

Work Environment*

• Encounters weather of all types and seasons while driving to assigned facilities. Ability to drive in the dark is a requirement. When not driving, this position works in a temperature-controlled facility. The noise level in the work environment is usually quiet to moderate. The passage of employees and patients through the work area is average and normal.
• Mental Demands
• Able to understand direction and adhere to established procedures for sales and marketing within the GSE Model. Must express or exchange ideas and meaning with employees. Needs to adapt well in the face of workplace stressors such as traffic, customer service complaints, schedule changes, changes in strategic direction, competing priorities of high significance to the successful function of the company. Able to consistently demonstrate adaptability and flexibility in the midst of quickly changing priorities
• High School diploma or GED equivalent (required). Bachelor’s degree in Social Science/Social Work (preferred).
• 1-3 years of proven successful field sales experience OR 1-3 years of experience in an administrative role at a long-term care facility.
• Proven ability to work autonomously with little direct supervision.
• Extremely detail oriented.
• Excellent proficiency in customers service and sales.
• Organized and resourceful. Excellent time management skills. Ability to multi-task.
• Adaptable and flexible with work priorities.
• Deadline driven individual with a strong work ethic.
• Available for remote work or facility events some evenings and weekends.
• Dynamic individual with excellent written and verbal communication skills.
• Proficiency with MS Office suite of products, especially Word, Excel, and PowerPoint.
• Abel to effectively and professionally communicate with individuals at all levels of GSE or client organizations.
• Able to pass background testing, including motor vehicle record review and drug screening.
• Valid driver’s license
• Active auto insurance policy
• Must have reliable transportation to convey you to facilities within your assigned region reliably and without reasonable limitation.

Experience

• High School diploma or GED equivalent (required). Bachelor’s degree in Social Science/Social Work (preferred).
• 1-3 years of proven successful field sales experience OR 1-3 years of experience in an administrative role at a long-term care facility.
• Proven ability to work autonomously with little direct supervision.
• Extremely detail oriented.
• Excellent proficiency in customers service and sales.
• Organized and resourceful. Excellent time management skills. Ability to multi-task.
• Adaptable and flexible with work priorities.
• Deadline driven individual with a strong work ethic.
• Available for remote work or facility events some evenings and weekends.
• Dynamic individual with excellent written and verbal communication skills.
• Proficiency with MS Office suite of products, especially Word, Excel, and PowerPoint.
• Abel to effectively and professionally communicate with individuals at all levels of GSE or client organizations.
• Able to pass background testing, including motor vehicle record review and drug screening.
• Valid driver’s license
• Active auto insurance policy
• Must have reliable transportation to convey you to facilities within your assigned region reliably and without reasonable limitation.

*
WHAT MAKES US GREAT*
**
At GuideStar Eldercare, we provide onsite psychiatric, neurologic and psychological care for patients with neurodegenerative and psychiatric disorders in Long Term Care Facilities. Our mission is to enhance the quality of life for our shared patients by easing their suffering while actively promoting their safety, functionality, and dignity.

Led by CEO/Founder, Dr. Steven Posar, our innovative care does not end with patient diagnosis and treatment. We work with long-term care facilities on complex medical management issues and regulatory compliance that help facilities establish and maintain high standards of care and compliance.

GuideStar is recognized as an Age-Friendly Health System, reliably providing a set of four evidence-based elements of high-quality care known as the 4Ms Framework. In addition, GuideStar presented innovative research at the Alzheimer's Association International Conference in 2018 and 2020.

_
GuideStar Eldercare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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._

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Supplemental Pay:

• Bonus pay