Erica Pinard

Client Care Coordinator/Home Care Consultant

Home Instead Senior Care

05.2023 - Current

Consult with families who are seeking extra support/assistance for loved ones,
Create careplans for client,
Follow-ups with families and clients on quality of care,
Quality Assurance visits every quarter,
Review weekly reports from CarePros,
Address any concerns with family/client,
Host weekly meetings with staff regarding clients,
Build relationships/partnerships with facilities, hospitals, and any other referral source
Conducted regular follow-ups with clients to gauge satisfaction levels and identify areas for improvement.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Advocated for clients'' best interests when liaising with different departments, ensuring their needs were always heard and considered during internal discussions.
Delivered proactive outreach initiatives aimed at deepening relationships with key accounts, driving increased revenue opportunities over time.
Educated clients on available resources and services while guiding them through their options based on individual needs.
Provided information and referrals to community partners and other treatment providers.
Enhanced client satisfaction by promptly addressing concerns and providing personalized solutions.
Investigated and resolved customer inquiries and complaints quickly.
Provided excellent customer care by responding to requests,
Analyzed feedback from clients to identify patterns and trends requiring attention or action from management.
Ensured compliance with company policies, industry regulations, and legal requirements related to client care coordination activities.
Supported patient care excellence via planning and interpretation of programs.
Exhibited high energy and professionalism when dealing with clients and staff.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Delivered prompt service to prioritize customer needs.
Applied strategic thinking skills when evaluating potential solutions or alternatives during critical decision-making processes affecting the client experience.
Educated customers about billing, payment processing and support policies and procedures.
Developed strong relationships with clients to build trust and loyalty, resulting in repeat business.
Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
Met customer call guidelines for service levels, handle time and productivity.
Responded to all client inquiries and asked appropriate questions to facilitate resolution.
Responded proactively and positively to rapid change.
Developed and updated databases to handle customer data.