JOB SUMMARY

The Sales Coordinator delivers the first level of introduction to all IAH services.  He/she possesses a deep understanding of the private duty industry and trends, and can provide suggestions for IAH and other HHC services, based off of client and family need. The customers of this role include the sales team, clients, internal and external referral sources, and supervisors. The Sales Coordinator schedules the first meeting for the family with a supervisor and manages supervisor calendars. The Sales Coordinator is responsible for gathering necessary information from referral sources, cross referring agency services, functions as a customer service oriented referral specialist by promoting the value of Independence at Home and provides data analysis and trending for the Sales team and operations.

JOB RESPONSIBILITIES

Key Areas of Responsibility

Analytics and Quality

·        Daily dashboard population, including updating of trending graphs and charts weekly.

·        Conversion rate and referral source tracking and trending including report outs with findings and recommendations for the work of the Sales Coordinator and Outreach Managers.

·        Referral reporting at weekly staff meetings, including suggestions for annual improvement priorities.

·        A3/Root Cause for unopened cases (individual instances or trends).

·        Prepare daily, monthly, quarterly, annually and ad hoc reporting.

Referral/Intake

·        Executes exemplary customer service by responding to inquiries, from referral sources, families, and clients by providing information and suggestion appropriate services based on client and family need.

·        Documentation of referral sources, referrals, new client information and inquiries into Alayacare.

·        Management of supervisor calendars.

·        Process referrals from Epic Care link.

Sales

·        Cultivates and maintains relationships with referral sources and potential clients/families by keeping them informed of new and existing services.

·        Achievement of specified Conversion Rate in line with team goals.

·        Sells value of IAH services to prospective clients by following scripting during inquiry calls.

·        Follow up on leads from the Center Healthy Aging and track reasons for choosing IAH.

Quality

·        Daily open confirmation calls.

·        Follow up calls one week after service.

·        Follow up calls for inquiries and unopened cases.

·        Ownership of follow up process.

·        Achievement of high customer service ratings based off of Vantage client satisfaction reporting.

Performs other duties as assigned

REQUIREMENTS AND SPECIFICATIONS

Minimum Requirements

Preferred Requirements

Education:

Two years college education preferred.

Education

 Bachelor’s Degree

Experience

Sales oriented customer service.

Private Duty or Healthcare background.

Experience working with seniors in a private-pay homecare setting.

Experience

Data tracking and trending experience utilizing excel

Marketing or Strategic Planning experience

Licensure, Certification, Registration

Licensure, Certification, Registration

Language Skills

Language Skills

Knowledge, Skills and Ability Requirements:

Office, excel, word, intermediate

·        Experience with Agency’s current software platform(s) preferred

·        Excel

·        Data Analytics

·        Computer Proficiency

·        Customer Service Skills

·        Sales Oriented Conversation Building

·        Accurate Data Entry

·        Outlook Calendar Management