Client Intake Specialist
Exceptional care starts before the first visit.
Location: North Vancouver, BC
Reports To: Director of Sales & Business Development
Employment Type: Full-Time / Permanent
Salary: $50-$60K Annual (plus bonus)
As Hero Home Care continues to grow and strengthen our intake and prospect journey, we are hiring a dedicated Client Intake Specialist to help families feel understood, communicate what makes Hero different, and guide qualified prospects toward a Care Consult.
Who We Are Looking For
The first call to a home care company rarely comes on an easy day. A daughter may be worried that her mother is no longer safe at home. A spouse may be exhausted and still determined to keep a promise to keep their partner at home. A family may know they need some help and something has to change but have no idea where to begin.
You know exactly how to meet that moment! You listen before you explain and hear the practical need and the worry underneath it. You ask thoughtful questions that help people talk about what has changed, who is carrying the load, what is becoming harder, and what a better outcome at home for their loved one could look like.
You are warm, direct, and comfortable carrying and directing a conversation. When a Care Consult is the right next step, you recommend it with confidence and reassurance by clearly explaining how it will help, and make it easy for a family to book. You understand that selling in this role means helping a family reach a well guided decision. This is a big decision for a family and pressure has no place in the conversation, but neither does vagueness, this role is about providing a clear path for families.
Clarity means structure, so you need to be the type of person who is able to convey calmness when families are feeling chaotic. You return calls when promised, you keep clean records, you know the status and next step for every active prospect you are responsible for. You notice when someone has gone quiet and follow up with care and purpose. You are comfortable being measured because the numbers show that we are able to help more families create Moments That Matter™ for their loved ones.
At Hero Home Care, caring is both an art and a science. Our purpose, Happy Humans and Healthy Communities, is a call to action. If you can bring calm certainty to difficult conversations, communicate real value, and follow through every single time, we want to meet you.
A Day in the Life
You arrive at Hero Central and begin with the prospect pipeline. New inquiries need a response. A daughter asked for a call after work or a spouse who was unsure last week may now be ready or one of our Care Managers needs stronger context before this afternoon's Care Consult. You set the order, make the calls, and keep the prospective client’s journey towards exceptional home care moving.
One conversation may begin with a request for companionship and reveal a family stretched thin by dementia, missed medications, and disrupted sleep. Another may involve an older adult who is fiercely independent and wary of accepting help, but, you stay curious, you learn what matters to the person receiving care, how the family is making decisions, and what is likely to help or stall the next step.
You explain the differentiators of Hero Home Care that matter to that family. You may speak about care led by experienced nurses and clinical expertise, the way we select and develop Heroes (that’s what we call our caregivers), thoughtful matching and continuity, proactive communication, care built around the person beyond the diagnosis, or our focus on creating more Moments That Matter™. You do not deliver a brand speech or read from a scripted list of services, you connect the right Hero Home Care superpower to each family situation.
Some calls end with a booked Care Consult. Others need a clear follow-up plan, a useful resource, or an honest answer that Hero Home Care is not the right fit, but EVERY call ends with clarity. The family knows what happens next, the client record is complete in the CRM, and the person taking the next step has the context to do it well.
The Importance of This Role
Home care begins well before the first visit. Families notice how quickly we respond, the thoughtful nature of our questions, whether we understand senior care, and whether we do what we said we would do. The intake experience is the first proof that care at Hero is managed with accountability.
Hero Home Care has been trusted by more than 3,000 families and has delivered over 1,000,000 hours of in-home care. That experience has taught us what families need from a home care provider which is clarity, honest answers, practical guidance, and confidence that the details will be carried forward.
Families often assume home care companies offer roughly the same thing. Your work helps them understand what strong home care should include: careful matching, familiar relationships, well-prepared Heroes, communication that keeps families informed, evolving care plans shaped around the whole person, and leaders who remain accountable for the experience.
A family may hire us today, months from now, or decide on another path. They should leave every conversation with us feeling clearer, respected, understood and confident that they spoke with people who are leaders in senior care.
Living Our Values Every Day
At Hero Home Care, our values are not posters on a wall. They guide how we show up for clients, families, and each other.
People Come First
We don’t just recruit caregivers, we hire heroes. We know it is people who make the home care business tick. We put people first, including our team members, customers, and community partners. We treat all people equally and celebrate diversity. We communicate openly and honestly. When it comes to the health and happiness of our people and customers, we keep the focus clear.
Commit To It
We are in the business of caring for others. That means making quality decisions and doing whatever it takes to fulfill our purpose of creating happy humans and healthy communities. We do what is right, not what is easy. We are only as good as our word, so we see things through and walk our heroic talk.
Go Above & Beyond
Our heroes know they will be called upon to deliver above and beyond. It is not just about energy, although we have a lot of that. It is about inspiration. We think creatively and bring joy to the work because we love serving others and the community. Some days it is about preparing a delicious meal. Other days it is about replacing the elastic waistband in a customer’s favourite pajamas.
We Do 1% Better
In life, there are rarely silver bullets or one-size-fits-all solutions. Instead, we commit to continuous improvement, creating lasting change through small improvements each day. We want to lead our industry because our industry needs a hero. We are open to coaching and feedback because when we grow, our customers and communities do better.
What You Are Responsible ForFirst Response and Intake
- Respond promptly to new private-care inquiries received by phone, website, email, and referral channels.
- Create a first impression that feels warm, capable, organized, and unmistakably “Hero”.
- Lead thoughtful intake conversations that uncover the client's situation, recent changes, care needs, priorities, timing, family dynamics, decision process, and potential barriers.
- Listen for the human context that will shape care, including routines, identity, preferences, relationships, fears, and what the family hopes will improve.
- Identify urgent safety or clinical concerns and bring the right Hero team member into the conversation quickly.
- Determine whether Hero can serve the family well and provide honest direction when another option is more appropriate.
Care Consult Conversion
- Guide qualified prospects toward a Care Consult and explain clearly how the consultation will help the family make a better decision.
- Communicate Hero's differentiators in language that is relevant to the family's situation, and highlight how selecting Hero Home Care will lead to more Moments That Matter™ for their loved one.
- Ask for the Care Consult directly when the need and fit are clear. Make the recommendation feel earned, useful, and easy to act on.
- Respond to hesitation with curiosity. Understand what the family is unsure about, answer what you can, and help them identify a sensible next step.
- Coordinate booking details accurately, set expectations for the Care Consult, and make sure the family and Care Manager receive the right information.
- Own the inquiry until the Care Consult is secured, a clear follow-up plan is active, or the prospective client reaches a properly documented outcome.
Prospect Follow-Up and Nurturing
- Follow our structured prospect journey and build a follow-up plan around each family's circumstances, concerns, urgency, and decision timeline.
- Use phone calls, emails, useful education, and personalized outreach to stay helpful and top of mind.
- Follow up when promised and keep respectful persistence when a family's need remains unresolved.
- Re-engage older or unengaged prospects when timing, health, caregiver capacity, or family circumstances may have changed.
- Close the loop on every inquiry. Record clear lost reasons and useful context so Hero Home Care can learn from what happened.
Pipeline and Data Integrity
- Maintain accurate, timely, and complete prospect records in Zoho CRM
- Ensure every active prospect you are responsible for has a clear status, owner, next action, and follow-up date.
- Document the facts and the human context with care, accuracy, and respect for privacy.
- Review your pipeline daily for new, urgent, overdue, cold, or stalled records and act before opportunities are avoided.
- Ensure clean reporting on response time, intake completion, Care Consult scheduling, booking lag, follow-up, conversion, and lost reasons.
- Flag recurring data gaps, booking issues, and workflow breakdowns so the underlying process can be fixed.
Care Manager Handoff and Team Coordination
- Prepare a concise, useful intake summary that gives the Care Manager the facts, family context, decision dynamics, and areas requiring care or sensitivity.
- Confirm that appointment details, location, contact information, and expectations are correct before the Care Consult.
- Stay accountable for the handoff until the next owner has the information and accepts responsibility.
- Work closely with Care Managers, Care Coordinators, community teams, and Hero Central to resolve barriers and protect the prospect journey and experience.
- Share recurring family questions, objections, care needs, and competitive patterns so training, messaging, and service delivery keep improving.
Learning and Continuous Improvement
- Build strong working knowledge of senior care, family caregiver stress, Hero Home Care services, local resources, and the standards that support safe, dignified care at home.
- Participate fully in intake training, call review, coaching, role-play, and performance conversations.
- Contribute to intake guides, follow-up language, templates, and processes based on what families are actually asking and where conversations stall.
- Use feedback and funnel data to make practical improvements to your own work and the broader prospect journey.
How Success Is Measured
This role is measured by heart and a scorecard. We will agree on clear targets, review them consistently, and use them to coach performance and improve the prospect journey.
- Speed and quality of first response
- Intake completion and information quality
- Inquiry to Care Consult conversion rate
- Booking accuracy and time from inquiry to consult
- Follow-up completion and prospect recovery
- Active records with a clear status, owner, next action, and date
- CRM accuracy
- Care Manager handoff quality
- Observed quality of family conversations, including listening, discovery, clarity, relevant differentiation, and confident next-step guidance
Core Competencies
Calm Certainty: You bring a steady, grounded presence to emotional conversations and families hear confidence without feeling pressure.
Deep Listening and Discovery: You ask strong follow-up questions, notice what has not been said, and understand the situation before recommending a path.
Compassionate Persuasion: You communicate value clearly, address hesitation respectfully, and are comfortable asking a qualified prospect to book a Care Consult.
Maniacal about Results: You are energized by clear targets, take pride in hitting the objectives you own, and stay focused on the actions that move qualified prospects toward a Care Consult.
Pipeline Discipline: You can manage many conversations at different stages without losing the details, the next action, or the human story.
Relevant Communication: You explain Hero Home Care in plain language and connect the right differentiator to what the family actually needs.
Tech Confidence: You learn systems quickly, move comfortably between CRM, email, phone, booking, Google Workspace and communication tools, and understand that clean data protects the client experience.
Coachability: You welcome call review, feedback, role-play, and measurable goals because improvement is part of the job.
Who Will Thrive Here
- You can spend much of your day on the phone and still make each caller feel that their situation has your full attention.
- You listen with empathy and are willing to lead. You know when to ask another question and when to recommend the next step.
- You respect the responsibility of the role. A family cannot experience our care if nobody confidently helps them begin.
- You like clear goals, useful coaching, and knowing whether your work is producing the intended outcome.
- You follow up naturally and persistently.
- You care about older adults, family caregivers, the quality of the aging experience and how you age changes everything.
This Role Will Frustrate You If
- You are uncomfortable recommending a Care Consult even when it is clearly the right path.
- You see follow-up as chasing and tend to stop after one unanswered attempt.
- You rely on scripts instead of listening and adapting.
- You treat CRM updates as optional administration.
- You want success measured only by how busy the day felt.
Qualifications and Experience
- Two or more years of experience in intake, consultative sales, relationship management, client service, healthcare, senior living, hospitality, or another high-trust service environment.
- Demonstrated ability to lead needs-based conversations and guide people toward a clear next step.
- Strong phone presence and the emotional intelligence to build trust with people experiencing stress, guilt, uncertainty, or urgency.
- Excellent spoken and written English, with the ability to communicate simply, warmly, and professionally.
- Strong organization and follow-through across multiple prospects, priorities, and deadlines.
- Experience using a CRM, prospect database, booking platform, or lead-management system.
- Comfort working toward measurable goals, including response time, Care Consult bookings, follow-up completion, data quality, and conversion.
- Sound judgement, discretion, and respect for confidential client and family information.
- Experience in home care, healthcare, senior living, social services, or supporting older adults and family caregivers is a strong asset.
- Experience with Zoho and Google Workspace is an asset. Confidence learning new technology is required.
Position Requirements
- Full-time, permanent position based in person at Hero Central in North Vancouver, BC.
- Reliable ability to commute or relocate before the start date.
- Legal entitlement to work in Canada.
What Hero Offers
- Extended health and dental benefits.
- Be part of a mission-driven company creating Happy Humans and Healthy Communities
- Practical training in Hero Home Care’s standard.
- Real growth opportunities as Hero Home Care grows into new communities.
- Work in a fun, open-concept office with a values driven team that genuinely cares about accountability, the work and each other.
- The opportunity to help families make better decisions during one of the most personal and difficult chapters of their lives.
We welcome you to apply if you want to be trusted with the conversation that starts a family's relationship with the number one senior care organization in the Lower Mainland. We are looking for someone who can bring empathy and discipline to our prospect journey. Families remember how a company made them feel when they first asked for help. At Hero Home Care, that first conversation should make one thing clear, they have reached people who are experts in senior care, take their situation seriously, and will follow through on what is promised.
Pay: $50,000.00-$60,000.00 per year
Benefits:
- Casual dress
- Extended health care
- On-site parking
- Paid time off
- Wellness program
Ability to commute/relocate:
- North Vancouver, BC V7M 1E8: reliably commute or plan to relocate before starting work (required)
Experience:
- Client services: 3 years (required)
- Senior care: 2 years (preferred)
Language:
Location:
- North Vancouver, BC V7M 1E8 (preferred)
Work Location: In person
