Client Care Consultant

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.