Life Care Navigator

Customer Service South Jordan, Utah


Description

Our Homespire team is rapidly growing! We’re looking for a Life Care Navigator to serve as the ‘virtual front door’ for our services, helping to guide and connect seniors and their families to valuable services and support. This socially distanced role is perfect for people who love a fast-paced, collaborative work environment as well as the ability to help seniors and their families improve their aging experience by breaking the roller coaster of health care crises.

Qualifications

·        LSW, MSW, LPN, RN or equivalency preferred.

·        Previous community –based care experience (home care, hospice, assisted living), preferably more than one type/one setting.

  • Previous sales and/ or marketing experience.
  • Excellent problem identification and problem-solving skills.
  • Extensive knowledge of community-based resources and payer sources.
  • Exceptional verbal, written, communication and organizational skills.
  • Must demonstrate exceptional customer service skills.
  • Must demonstrate exceptional follow up and follow through capabilities.
  • Ability to successfully and effectively juggle multiple tasks.
  • Displays a strong outcomes and results orientation.
  • Ability to work well independently with minimal guidance takes initiative and collaborates effectively with supervisors and other team members.
  • Ability to handle confidential and proprietary information with integrity and maturity.
  • Proficient with MS Word, Excel, and Outlook.

Position Functions & Responsibilities

Marketing

  • Responsible for implementation of Marketing best practices.
  • Manage email /card scan contact list for accuracy and currency.
  • Responsible for mailings (newsletter, blogs or email blasts) to clients, families and/or key healthcare decision makers.
  • Identification of collateral needs, and development of sales and marketing collateral.
  • Main contact for all media relations.
  • Assists in developing, implementing and coordinating company advertisements.
  • Identifies and maintains Homespire’s relationship with all seven element partners.
  • Responsible for client and referral source profiling.
  • Conducts ROI analysis of marketing endeavors.
  • Assists in the maintenance of the Homespire website content and production.

 

Navigation

  • Develops role as a trusted advisor for all current and potential clients and families through exceptional customer service combined with knowledge of market options and ability to successfully identify and match resources with client/family needs.
  • Responsible to enroll members in Connect and Guidance programs including clients, family members, related parties, discharged clients, web inquiries etc.
  • Responsible to manage relationship with Connect clients including scheduled face to face visits, check-in phone calls, newsletter and other collateral distribution
  • Adheres to Transition Management call program.
  • Develops market intelligence for of all community-based resources.

Professionalism

  • Adheres to all performance standards in the company Employee Handbook.
  • Maintains client confidentiality and professional standards as outlined in the company Employee Handbook.

Referral Management

  • Responds to all initial telephone inquiries from referral sources, prospective clients and family members and educates on services – internal and external.
  • Secures agreement to initial evaluation or assessment and coordinates appointments with Community Liaison and/or Life Care Manager as appropriate.
  • Obtains and documents information necessary for follow up.
  • Tracks all inquiries to ensure complete and thorough follow up by appropriate personnel.
  • Communicates essential information to Community Liaison and/or Life Care Manager to facilitate successful evaluation/assessment.
  • Responsible for complete and accurate electronic records including data entry; including but not limited to:
    • Referral Information
    • Referral Source, Status and Reason
    • Client demographic information
    • Payer information

Sales Support

  • Conducts and maintains competitor analysis.
  • Assists in the development and analysis of collaterals used by the sales team.
  • Maintains excel spreadsheet of sales and marketing collaterals.
  • Oversees Homespire Wishes and Homespire @ Home programs, developing and maintaining the Homespire Wishes Partnership Program at a site level.
  • Spearheads new account identification and profiling.
  • Serves as an internal resource for sales support including face to face interactions with customers

On Call

  • Participates in on-call rotation as needed
  • Generates current and accurate on call reports and distributes them to the afterhours Staffing Supervisor
  • Visits clients and ensures coverage as necessary after hours to meet company standard that “no shift will go un-staffed”

Additional responsibilities as assigned

Work Environment

Office work is performed in a professional business office environment, well lighted, clean,

and hazard-free.  Office equipment is kept in good operating condition to enable work to be

done efficiently.

 

Work with referral sources and clients require frequent travel within the service areas.  Life Care Navigator will occasionally visit private homes and may occasionally be exposed to fumes, gases and/or dust and changes in temperature or humidity.  Some clients are neat and pleasant while others can be angry, depressed or generally difficult.  Therefore, the Life Care Navigator must possess the ability to deal emotionally with clients who may be suffering.


Physical Demands

The following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Employee is occasionally required (1-33% of the time) to walk, sit, kneel, reach, twist, crawl, stoop, crouch, climb and balance.
  2. The employee is occasionally (1-33% of the time) required to squat, bend, stand, and taste or smell.
  3. While performing the duties of this position, the employee is regularly (67-100% of the time) required to use hands and fingers to handle and feel; reach with hands and arms, talk, and hear.
  4. The employee must regularly (67-100% of the time) lift, move and /or carry up to 10 pounds, and occasionally (1-33% of the time) lift, move and /or carry more than 10 pounds.
  5. The employee regularly (67-100% of the time) pushes and/or pulls up to 10 pounds and occasionally (1-33% of the time) pushes and/or pulls more than 10 pounds.
  6. Specific vision abilities required by this position include distance vision, color vision and ability to adjust focus.
  7. Able to drive a car 2-4 hours a day.