Home Care Sales & Intake Coordinator / Home Care Lead Conversion & Intake Coordinator

Comprehensive Home Health Solutions (CHHS) is a physician-owned and physician-managed healthcare company serving older adults and families throughout Northern Nevada. Its services include non-medical Home Care, dementia and respite support, Medicare-certified Home Health, and patient advocacy.

The Remote Home Care Lead Conversion & Intake Coordinator manages incoming Home Care inquiries and converts qualified leads into confirmed in-home consultations. This is a telephone-intensive, conversion-focused role—not simply reception or data entry. The coordinator owns each lead from first contact through scheduling, confirmation, follow-up, and accurate documentation.

The ideal candidate is an empathetic, confident communicator who listens carefully, builds trust, explains services clearly, and guides families to the right next step. Success means converting qualified Home Care inquiries into confirmed home consultations while ensuring every prospect receives thoughtful, professional, and consistent follow-up.

Key Responsibilities

• Incoming Inquiry Management
• Answer Home Care calls promptly and respond to website, Facebook, text, and referral inquiries.
• Build rapport and assess care needs, location, urgency, preferred schedule, and anticipated payment source.
• Clearly explain CHHS services and its physician-led approach using approved information.
• Qualify inquiries and route Home Health, Medicaid ISO, and specialized requests appropriately.
• Lead Conversion & Home Visit Scheduling
• Actively guide qualified callers toward a scheduled in-home consultation rather than simply taking messages.
• Answer questions about services, pricing, scheduling, and caregiver availability without making unauthorized commitments.
• Offer specific available times, coordinate with local staff, book and confirm appointments, and pass along pertinent details.
• Record cancellations, reschedules, appointment outcomes, and reasons for non-conversion.
• Proactive Multichannel Follow-Up

Every qualified, unscheduled lead must have a documented next action. Outreach is adapted to urgency, caller preferences, consent, and responses.

• Email Nurture & Re-engagement
• Enroll eligible, appropriately consented prospects in approved nurture campaigns (Home Care, dementia, respite, and family education).
• Monitor replies and promptly contact interested prospects; maintain nurture status and unsubscribe/opt-out preferences.
• Use automation to supplement—never replace—personalized calls and follow-up.
• Aaniie CRM & Local Coordination
• Use Aaniie (SmartCare) as the primary lead system of record, capturing source, qualification, contact history, status, owner, next step, and appointment outcomes.
• Document calls, texts, emails, nurture status, and non-conversion reasons by the end of the shift.
• Coordinate appointments and urgent issues with local CHHS Home Care management, and track progression to active billable service.
• Never leave an open qualified lead without an owner, current status, and next follow-up action.
• Reporting
• Submit an end-of-day report showing new inquiries, qualified leads, home visits scheduled, calls/texts completed, nurture enrollments, pending follow-ups, and barriers requiring management support.
• Participate in weekly conversion and pipeline reviews.

Key Performance Indicators

The primary KPI is the Qualified Lead-to-Scheduled Home Visit Conversion Rate. Targets below are initial expectations and may be refined after reviewing actual CHHS lead volume and quality.

• A qualified lead is a prospective client or authorized representative seeking services within CHHS’s service area, with needs CHHS can reasonably address and a potentially viable payment arrangement.
• Conversion is a confirmed, mutually agreed in-home consultation with a specific date and time documented in the approved system.
• Conversion rate = confirmed scheduled home visits from qualified leads ÷ total qualified leads assigned × 100. Duplicate, unconfirmed, or rescheduled appointments do not count as additional conversions.

Qualifications

Required:

• Excellent spoken and written English, with clear, natural, professional phone communication, grammar, and listening comprehension.
• Proven success in appointment setting, lead conversion, inside sales, healthcare intake, or a similar client-facing role.
• Strong organization, CRM proficiency, multitasking, and the ability to meet measurable targets independently.
• Reliable internet, a quiet professional workspace, compatible equipment, and availability for assigned Pacific Time shifts.
• Commitment to confidentiality, approved systems, and privacy and information-security procedures.

Preferred:

• U.S. Home Care or senior-care intake experience, including converting phone inquiries into appointments.
• Experience with Aaniie, Weave, email nurture tools, and private-pay Home Care, dementia, or respite services.
• Previous remote support experience for a U.S.-based healthcare organization.

Knowledge, Skills & Abilities

• Empathy, confidence, and active listening when speaking with U.S.-based older adults and their families.
• Ability to build rapport quickly and guide callers to a clear next step without pressure.
• Strong follow-through—every qualified lead has an owner, a status, and a next action.
• Clear, persuasive written communication for follow-up texts and emails.
• Accurate, timely CRM documentation and the ability to prioritize a busy lead pipeline.
• Comfortable working toward measurable conversion and response-time targets.
• Knows the limits of the role: does not make clinical decisions or guarantee staffing or services without authorization.

Remote Work & Privacy Standards

• Use only CHHS-approved telephone, CRM, email, and secure-access systems.
• Complete required privacy and security training.
• Never store client information in unauthorized personal accounts or devices.
• International access to client information is subject to CHHS approval and appropriate safeguards.

Selection Process

Candidates can expect a live English-language phone interview, a simulated Home Care inquiry in which they work to secure a scheduled consultation, a written follow-up text/email exercise, and a CRM documentation and prioritization exercise. Demonstrated conversion ability is essential.

Attributes of a Successful Helper Hero

• Empathy: You genuinely care about people and want to make a difference in their lives.
• Organization: You’re a master of multitasking and can keep everything running smoothly.
• Communication: You speak impeccable English. You’re a clear and friendly communicator, both written and verbal.
• Tech-Savvy: You’re comfortable with business software and quick to learn new tools.
• Problem Solver: You can see the big picture when resolving complex issues and follow through until they’re fully resolved.
• Self-Starter: You work effectively without supervision and follow processes precisely.
• Reliability: You’re dependable, punctual, and always ready to step up when needed.

Helper Heroes Requirements

• HIPAA Training: Complete four (4) HIPAA courses and submit the certificates.
• Compliance Training: Complete EPICompliance training, including OSHA for Healthcare.
• Time Tracking: Use Hubstaff for time tracking during all working hours, with location enabled.
• Commitment: A minimum six (6)-month commitment to the role.
• Exclusivity: This is an exclusive engagement. Working with other clients or taking on outside work (moonlighting) is not allowed without proof of resignation from the other role.
• Documents: Submit all required initial documents during onboarding.
• Engagement: This role is engaged under a Helper Heroes Independent Contractor Agreement.

Why You’ll Love Working With Us

Competitive Base Pay: We offer the highest base pay in the home care industry!

Make a Difference: You’ll play a key role in ensuring that clients receive the best care possible.

Growth Opportunities: As we grow, so will you! Plenty of room to learn and advance.

Fun & Supportive Team: We’re a tight-knit group that values collaboration, compassion, and a good laugh.