Care Advisor – Home based position, helping families find and explore Senior Care options
Our company is based in the Washington, DC area and currently helps families in all 50 states. In order to continue to provide families the most comprehensive senior care services, SeniorLiving.Net is adding more locations to our Care Advisor Network. Care Advisors are full time employees of the company and expected to work a 40 hour week.
Care Advisors are the primary point of contact for families, community partners, and local referral partners in the senior living industry. The position involves communicating with families, matching families with our partner communities, and finding non partner services that could be appropriate as well, based on the needs of each individual family.
Our ideal candidate is professional, detail-oriented, self-motivated, and passionate about helping families and seniors. You must have a desire to help families and be able to relate to the difficult decisions they are making. SeniorLiving.Net will provide each Advisor with qualified families, but the expectation to source your own leads is highly encouraged. Commitment to seeing the family thru the process, empathy, and compassion are a must.
Job Responsibilities of a Care Advisor
SeniorLiving.Net has relationships with thousands of communities across the country and generates revenue by helping senior care communities find residents. Our service is always free for families. In addition to working with families, Care Advisors will also be expected to build relationships with partner communities in their area, make recommendations about which communities we should add to our network, and build a professional network with referral sources.
Time management, attention to detail, multi-tasking and strong communication skills (written and oral) are required. Care Advisor can schedule tasks, appointments, and do research using a SeniorLiving.Net software program that is accessed over the Internet. Our phone system is also Internet based, so an appropriate high speed internet connection in your home office is required. SeniorLiving.Net is striving to be a paperless company. All communication and record keeping is electronic.
SeniorLiving.Net provides leads to our advisors to get them started. For the first few months, Care Advisors focus on the family advisement process, and getting to know their partner communities by going out for site visits. We begin to focus on sourcing our own leads and non-partner relationships once the employee and manager feel confident in the Care Advisors performance.
Primary Expectations for Care Advisors
- Be a strong communicator and strive to provide the highest quality customer service
- Match families to SLN Partner Communities, research and reach out to non-partners if appropriate
- Follow up with families and communities within timeframes agreed upon during training.
- Generate 5-7 moves per month after a three month ramp up.
- Attend weekly staff conference calls and one on one meetings with your Manager.
- Become knowledgeable about care options available in the local marketplace and have the desire to continue to be an industry expert in your designated region.
Care Advisor Training and Education
All employees will receive training at our company headquarters in the Washington, DC metro area. Care Advisors will receive additional training focused on optimizing your territory and the family advisement process. Weekly conference calls and day to day interaction with other team members and managers will enable you to take multiple families through our Care Advisment process.
Frequently Asked Questions
Will there be other Care Advisors in my city/market?
SeniorLiving.Net has large territories and is just beginning to expand its national network. As requests from families come into the network we try to maintain a preset ratio of opportunities for each Care Advisor.
Our goal is to have multiple advisors in all US primary and secondary markets. As the company expands, it helps us build our brand. As families become more familiar with our company, you receive more word of mouth referrals.
Do I need to understand how to use technology/computers to be successful?
Yes, as an Internet based company, an understanding of the computer and its operating system is important. We have designed our tools to help you manage your daily opportunities. Email, and web based tools are the primary way to communicate. While you work with families you will be updating family records, accessing information and sending messages. We will teach you how to use our CRM to manage customer relationships as well as our phone system. Please let us know if you have concerns about your computer experience.
If you have what it takes to help families find appropriate senior care and meet all of the requirements listed above, let us know! Please email email@example.com to apply for Care Advisor position.
First Impression Specialist II
The First Impressions Specialist II serves as the primary point of contact for existing clients within the assigned sales division and ensures all customer service issues and complaints are handled and resolved. The Specialist will be the primary resource for responding to requests for changes to our websites, as well as entering preferred partners into the databases. In addition, the Specialist will assist with making changes to the sales database (SalesForce), enter community information both when updated by the Care Advisors, and once a contract is signed into SalesForce, and track return of partner forms. The First Impressions Specialist II must have excellent customer service, communication and time management skills and be comfortable functioning in a fast-paced environment. He or she must be proficient in Microsoft Office, and type a minimum of 50 words per minute.
Responsibilities include, but are not limited to:
- Serve as primary point of contact for the OurParents.com website, as well as for SeniorLiving.net and AssistedLivingInfo.com websites. Remove duplicates, enter information from partners and non-partners, and update information for existing partners on a regular basis.
- Answer incoming calls from the websites and route to the appropriate sales team member
- Serve as primary point of contact for the Washington State maintenance. This includes monthly updates into SalesForce for any licensing issues with partners, and tracking and entering state information when a new Washington State partner signs a contract.
- Maintain records of Partner forms; follow up with outstanding forms by phone and/or email.
- All performance reports to partners: Monthly and Quarterly
- Enter and update any new home care and Skilled Nursing entries into SalesForce
- Track down pricing, level of care, and other important information for existing partners.
- Own overall and ongoing success and satisfaction for existing clients within assigned sales division.
- Any other items requested by supervisor
Required Knowledge/Skills and Abilities
- Experience in sales or customer service
- Excellent written and verbal communication skills; ability to communicate within all levels of the organization
- Excellent interpersonal skills; strong customer service skills
- Proficiency with Microsoft Word and Excel
- Demonstrated ability to multi-task and move quickly between projects
- Present a professional image at all times to customers and vendors
- Ability to work extended hours when needed
- Salesforce.com experience a plus
- Ability to work extended hours as needed (may be required)
- Bachelor’s degree preferred; equivalent experience may be considered in lieu of degree
Please visit RealPage Careers to search for current openings and submit your application.
SeniorLiving.Net recommends senior housing and care to families nationwide. The Care Coordinator works closely with our sales team to act as a point of contact for families we are working with to find Care. The Care Coordinator will work closely with the sales manager within a team environment to monitor the changing status of each family’s search.
They will be responsible for outreach, documentation in our online system and communicating on a daily basis with team members.
- Managing 600-700 prospects who are seeking solutions more than 60 days in the future
- Working with Long Term Prospects to monitor changing family needs
- Collecting move-in information and billing information for the invoice team
- Making 100 contact calls each day (these are not “cold” calls)
- Entering information into the company CRM and communicating other details with local care advisors by phone and email
- Updating the status of family on our online system
- Working closely with Sales Managers to maximize monthly Move totals
- Developing toolkits and resource list to assist the Care Advisors in streamlining the family advisement process.
- Current Bachelor’s degree or be working toward degree
- Excellent communications and interpersonal skills.
- Good organizational skills and the ability to work in a fast paced environment with multiple tasks
- Savvy computer skills with a willingness to master our CRM.
- Strong work ethic, comfortable with a high call volume (100 daily)
- Professional maturity, ability to work unsupervised
Work Schedule and Salary Include:
The Care Coordinator position will be based in our Tyson’s Corner, Virginia office and the candidate will be responsible for working a 40 hour work week. The candidate will be trained on SeniorLiving.net Interview protocols and communicating with families.
Base salary of $25,000 with opportunity to earn monthly bonuses based on performance. Target earnings $32,000-$35,000
Package includes 401K with match, health benefits and great work environment
Please visit RealPage Careers to search for current openings and submit your application.