Home care role playbook

The Bookkeeping Assistant plays a critical role in maintaining the financial integrity of your home care organization. From ensuring caregivers are paid accurately and on time to reconciling billing with client accounts, this role helps streamline back-office operations and supports better financial decision-making. A successful Bookkeeping Assistant reduces administrative errors, improves compliance, and ensures consistent communication with both internal teams and external stakeholders.

Core Responsibilities

• Weekly Payroll Processing: Ensure timely and accurate payroll for all caregivers, verifying hours and pay calculations.
• Billing & Payroll Reconciliation: Cross-check billing records and payroll logs to maintain consistent and accurate financial data.
• Client Billing Inquiries: Address and resolve questions from clients regarding charges, invoices, and discrepancies.
• Caregiver Payroll Support: Communicate with caregivers about missed hours, discrepancies, and pay-related questions.
• Financial Reporting: Prepare payroll summaries, billing reports, and track expenses for internal use.
• Team Collaboration: Work with HR, Scheduling, and Admin teams to align payroll and billing with operational goals.
• Record Maintenance: Keep detailed records of workers’ compensation, insurance claims, and payroll corrections.
• Compliance Assurance: Follow all company and regulatory guidelines related to financial reporting and procedures.

Tools & Platforms Used

• QuickBooks Desktop: For financial entry, reconciliation, and report generation
• Excel: For tracking, audits, and reporting
• Viventium: For payroll processing
• AxisCare:For timekeeping and caregiver scheduling integration
• VPN Access: For secure remote connection to accounting systems

Ideal Personality Traits

• Detail-Oriented: Accuracy is non-negotiable in financial work
• Analytical: Able to reconcile large volumes of data and detect anomalies
• Professional & Discreet: Handles sensitive financial information responsibly
• Clear Communicator – Explains complex billing and payroll topics to both clients and caregivers

Performance Metrics

• Payroll Accuracy Rate: Minimal to zero errors in weekly payroll
• Inquiry Resolution Time: Timely handling of client/caregiver concerns
• Reconciliation Consistency: Accuracy and frequency of billing and payroll alignment
• Compliance: Meets all required deadlines and documentation standards

Success Criteria (First 90 Days)

• Accurate and on-time payroll processing with minimal errors
• Strong familiarity with internal systems (QuickBooks, Viventium, AxisCare)
• Clear documentation of billing and payroll tasks
• Confident, professional communication with clients, caregivers, and the internal team

The Scheduler is a vital link between caregivers, clients, and management, ensuring that shifts are accurately planned, compliance documentation is up to date, and communication flows seamlessly. This role is essential for maintaining operational efficiency, supporting recruitment efforts, and guaranteeing that clients receive consistent, timely care.

Core Responsibilities

• Shift Scheduling: Manage and schedule caregiver and client shifts, including handling last-minute changes efficiently.
• Documentation Management: Maintain accurate records of caregiver licenses, certifications, insurance, and other required documentation.
• Credential Tracking: Monitor expiration dates of caregiver credentials and coordinate timely renewals to ensure compliance.
• Recruitment Support: Assist recruiters by initiating background checks and reference verifications as needed.
• System Updates: Update WellSky and other CRM systems with current caregiver documentation and certification statuses.
• Communication: Inform caregivers and clients promptly of any schedule changes or updates.
• Compliance Monitoring: Respond to caregiver inquiries related to documentation and support onboarding processes.
• Liaison Role: Act as the communication bridge between caregivers, care coordinators, and management teams.
• Reporting: Generate and distribute daily scheduling and compliance reports to the internal team.

Tools & Platforms Used

• DialPad: For managing outbound and inbound communications with caregivers and clients
• WellSky, AxisCare: Scheduling, caregiver tracking, and compliance management
• Microsoft Office Suite (Word, Excel, Outlook): Documentation and reporting
• Microsoft Teams: Internal team collaboration and communication

Ideal Personality Traits

• Upbeat & Positive – Brings energy and optimism to daily tasks
• Solution-Oriented – Proactively resolves scheduling conflicts and challenges
• Professional & Calm – Maintains composure and empathy under pressure
• Team Player – Enjoys collaborating with diverse teams and stakeholders

Performance Metrics

• Scheduling Accuracy: Timely and precise shift assignments
• Documentation Compliance: Low incidence of expired certifications or missing paperwork
• Responsiveness: Quick and clear communication with caregivers regarding documentation and scheduling
• Reporting Quality: Consistent and accurate daily reports shared with internal teams

Success Criteria (First 90 Days)

• Consistently maintain and update the caregiver documentation dashboard
• Achieve minimal compliance issues within the caregiver roster
• Fill scheduled shifts promptly with reduced overtime and last-minute callouts
• Receive positive feedback from care coordinators and caregivers on scheduling and communication

Initial Projects (First 90 Days)

• Learn and align with company policies, scheduling protocols, and compliance standards
• Gain full proficiency in WellSky, AxisCare, or other CRM platforms used for scheduling and documentation
• Assist the recruiter by clearing backlog on background checks and credential verifications
• Take ownership of shift scheduling and manage real-time changes smoothly
• Build strong working relationships with internal teams and stakeholders to support coordination

The Recruiter (Talent Retention Specialist) is crucial for sourcing, screening, and securing qualified caregivers to meet staffing needs. This role ensures a continuous pipeline of talent aligned with organizational culture and compliance requirements. Recruiters drive growth by hiring quality candidates efficiently while maintaining strong communication and collaboration with leadership and scheduling teams.

Core Responsibilities

• Lead full-cycle recruitment for caregiver positions: sourcing, screening, interviewing, and onboarding.
• Post jobs and manage applicants using platforms like Indeed and Hierology.
• Verify candidate qualifications and certifications, particularly HCA (Home Care Aide) certification.
• Follow up with candidates to ensure timely progress through the credentialing and training process.
• Collaborate with management to understand company culture and hire candidates who align with organizational values.
• Facilitate the transition of qualified candidates to owners for final interviews.
• Support onboarding processes, including assigning and tracking completion of Relias training modules.
• Work closely with schedulers to coordinate new hires into the scheduling system.
• Continuously evaluate and improve recruiting strategies to meet weekly hiring goals (target: 5 hires per week).
• Engage in ongoing professional development to stay aligned with company culture and recruitment standards.

Tools & Platforms Used

• Indeed: Job posting and candidate sourcing
• Hierology: Applicant tracking system
• Relias: Training and credentialing platform
• RingCentral: Communication and calls
• HubSpot: Candidate and client relationship management
• WellSky: Caregiver management and scheduling support
• Microsoft Office Suite: Documentation and reporting
• DocuSign: Digital signature for contracts and onboarding documents

Ideal Personality Traits

• Proactive & Detail-Oriented: Takes initiative and ensures no step is overlooked
• Adaptable: Flexible with work hours to match candidate availability
• Personable & Approachable: Builds rapport easily with candidates and team members
• Communicative: Maintains clear, consistent contact with candidates and stakeholders

Performance Metrics

• Successfully recruit and onboard at least 5 qualified caregivers per week.
• Achieve KPIs related to candidate quality, credentialing timeliness, and training completion.
• Maintain regular, transparent communication throughout recruitment and onboarding.

Success Criteria (First 90 Days)

• Independently manage the end-to-end recruitment process, ensuring candidates meet all qualification standards before presenting to leadership.
• Build strong trust with the leadership team, allowing for greater autonomy in recruitment decisions.
• Consistently meet or exceed hiring goals with high satisfaction in candidate quality.

Initial Projects (First 90 Days)

• Onboarding Training: Learn company culture, values, and recruitment expectations.
• Recruitment Workflow: Gain proficiency in Indeed, Hierology, and other recruitment tools to establish a steady candidate pipeline.
• Credentialing Mastery: Understand the credentialing process deeply to guide candidates efficiently.
• Performance Review: Participate in weekly check-ins with leadership to review recruitment progress and refine strategies.

The Marketing Coordinator (Social Media Specialist) is responsible for creating and managing recruitment-focused social media campaigns that support the hiring efforts of multiple office locations. This role drives brand awareness and candidate engagement through strategic content creation, reporting, and collaboration with recruitment teams.

Core Responsibilities

• Content Creation & Social Media Management:
  • Develop engaging blog posts (approximately three per month) and schedule social media content to maintain an active online presence
  • Create marketing collateral in Canva while following corporate branding guidelines for both B2B and B2C
  • Plan and maintain a marketing content calendar at least two to four weeks in advance
  • Utilize Google My Business and Google Review campaigns to boost online presence
  • Utilize HubSpot and AI tools to generate and refine content as needed
  • Manage and update the website content within the corporate content management system

• Marketing Strategy & Lead Generation:
  • Support the development of email campaigns and newsletters through HubSpot
  • Create automated workflows in HubSpot for an efficient marketing strategy
  • Track social media engagement, blog performance, and other digital marketing metrics to report on effectiveness
  • Present insights on lead generation and marketing strategies based on engagement and data analytics

Tools & Platforms Used

• Social Media Platforms: Facebook, LinkedIn, Instagram
• Social Media Management Tools: Hootsuite, Buffer, or similar scheduling platforms
• Communication Tools: Slack, Microsoft Teams
• Basic Phone Systems Knowledge for troubleshooting communication-related issues

Ideal Personality Traits

• Detail-oriented and proactive in managing multiple tasks
• Adaptable and flexible to meet the varying needs of two office locations
• Strong communicator who consistently provides clear updates and reports
• Open to learning and improving marketing skills over time

Performance Metrics

• Number of social media posts created per week focused on recruitment
• Engagement levels on recruitment posts (likes, shares, comments)
• Timeliness and accuracy in submitting daily and weekend reports
• Efficiency in managing marketing tasks across two office locations

Success Criteria (First 90 Days)

• Achieve a steady increase in engagement on recruitment-related social media posts
• Consistently meet deadlines for content creation and performance reporting
• Effectively manage the marketing workload across both Cincinnati and Sarasota offices with minimal oversight

Initial Projects (First 90 Days)

• Launch social media recruitment campaigns tailored for both office locations
• Set up a regular and consistent reporting system for daily and weekend social media performance
• Collaborate with recruitment teams to ensure social media content accurately reflects current job openings and hiring priorities

The Scheduler/Recruiter Hybrid role is designed to ensure seamless daily operations by coordinating caregiver-client schedules while supporting recruitment efforts to maintain an active and qualified talent pipeline. This dual-capacity position is mission-critical for ensuring clients receive consistent care and that caregiver staffing remains proactive and sustainable.

Core Responsibilities

• Scheduling Responsibilities (Approx. 80%)
  • Manage the daily schedule for 190+ clients and 100+ caregivers
  • Urgently respond to same-day call-offs, absences, or shift gaps
  • Ensure all shifts are filled and minimize open hours whenever possible
  • Track caregiver hours to prevent unauthorized overtime
  • Notify clients of schedule changes and perform courtesy calls for every shift
  • Update WellSky in real-time with changes, cancellations, and assignments
  • Finalize and release schedules with the internal manager every Wednesday at 5:00 PM
  • Maintain client-caregiver continuity to foster long-term trust
  • Track patterns like frequent call-offs and escalate issues
  • Introduce yourself to new hires and support them during onboarding weeks

• Recruitment Support Responsibilities (Approx. 20%)
  • Reach out to new caregiver applicants to guide them through the application
  • Send interview reminders and follow-ups
  • Log all recruitment activities in Paradox (ATS)
  • Help schedule interviews and track no-show rates
  • Support onboarding success by checking in with new hires during their early shifts
  • Report progress and readiness to the scheduling lead

Tools Used

• WellSky: Caregiver scheduling and client documentation
• Paradox: Applicant tracking and communication
• Comsys / Zultys / ZAC: Phone systems for desktop or mobile calls
• Microsoft Office Suite: Outlook, Excel, Word

Ideal Personality Traits

• People-first and personable; warm, not robotic
• Type A and outgoing, comfortable under pressure and with real-time changes
• Emotionally intelligent, drama-free, and solution-focused
• Responsive, eager to learn, and service-oriented
• Comfortable with both structure and flexibility

Performance Metrics

• Number of shifts successfully filled (especially last-minute gaps)
• Reduction in open hours and avoided caregiver overtime
• Client satisfaction through timely updates and courteous communication
• Interview attendance rates and onboarding follow-through
• Timely and effective new hire check-ins
• Completion of courtesy calls to clients after placements

Success Criteria

• Full proficiency in WellSky and Paradox within 90 days
• Trusted by caregivers and clients as a dependable point of contact
• Supports recruitment seamlessly, requiring minimal oversight
• Helps distribute caregiver hours efficiently, reducing overtime
• Actively contributes to team collaboration and operational flow

Initial Projects (First 90 Days)

1. Master Internal Platforms: Get up to speed on WellSky, Paradox, and Comsys/Zultys
2. Daily Scheduling: Start managing the schedule and support weekly releases
3. Candidate Support: Assist in recruitment tasks — reminders, screening, and follow-ups
4. Onboard New Hires: Introduce yourself, track their progress, and address concerns
5. Data & Trends: Track and flag scheduling trends and escalate consistent call-offs
6. Scheduling Efficiency: Propose improvements to shift coverage and caregiver allocation

Other Important Notes

• Microsoft Teams is used for daily communications and meetings
• Company culture is collaborative, structured, and results-driven — no drama
• Training and side-by-side support will be provided in the first few weeks
• This role does not require after-hours on-call, unless covering PTO or make-up time
• “Hand-holding” is encouraged — expect to receive support and offer it to new caregivers

The Executive Assistant plays a critical role in providing high-level administrative support to leadership, ensuring operational efficiency, and maintaining communication flow with internal and external stakeholders. This position is ideal for a highly organized, independent problem-solver who thrives in a fast-paced environment and can manage complex schedules, communications, and administrative systems with discretion and precision.

Role and Responsibilities

• Administrative & Document Management
  • Organize and manage digital files using Google Workspace and Microsoft systems
  • Maintain clean, accessible records and SOPs for recurring tasks

• Calendar & Schedule Coordination
  • Manage and schedule internal and external meetings across multiple time zones
  • Ensure meetings have agendas, follow-ups, and proper calendar invites

• Email & Communication Management
  • Filter and categorize email communications
  • Flag priority emails and respond to routine messages on behalf of executives
  • Help maintain a clean, action-oriented inbox

• Client & Team Interaction
  • Professionally engage with clients and third parties via phone, email, and RingCentral
  • Work collaboratively with attorneys, paralegals, and other team members

• Project Management Support
  • Use Asana to track tasks, deadlines, and cross-team projects
  • Keep boards up-to-date and help follow through on team deliverables

• Marketing & Outreach Tasks
  • Upload and send emails via Kartra, manage contact lists, and create sequences
  • Post content regularly on social media using provided materials
  • Assist in launching and supporting a podcast (admin support only—no editing required)

• Process Improvement
  • Take initiative to streamline workflows and increase efficiency in administrative processes
  • Identify gaps or repetitive tasks and suggest optimizations

Tools / Platforms

• Google Workspace (Gmail, Docs, Calendar, Sheets)
• Microsoft Office Suite
• Slack: Internal communications
• Asana: Project/task tracking
• Kartra: Marketing and CRM platform
• RingCentral: Phone and communication tool

Personality Traits

• Proactive and solution-oriented
• Highly organized and able to juggle multiple responsibilities
• Detail-oriented with strong follow-through
• Discreet and trustworthy—able to handle sensitive information
• Hard-working and committed to results

Performance Metrics

• Ability to complete assigned tasks independently and on time
• Takes initiative and requires minimal supervision after training
• Quality and timeliness of calendar, email, and document management
• Clear and consistent communication with team and clients
• Responsiveness and follow-through on delegated tasks

Success Criteria

• Demonstrates ownership of tasks and sees projects through to completion
• Anticipates needs and addresses issues before being asked
• Provides dependable and proactive support to leadership
• Maintains high standards of confidentiality and discretion
• Becomes a trusted and go-to resource for administrative needs

Initial Projects (First 90 Days)

1. Step into current systems and begin supporting areas where coverage is lacking
2. Review and create or update Standard Operating Procedures (SOPs)
3. Improve and streamline calendar management and scheduling protocols
4. Begin handling email triage and client communication under supervision
5. Assist with administrative overflow from legal assistant duties, as appropriate
6. Support initial Kartra sequences and email campaigns
7. Provide foundational support for the launch of the podcast

 

The Customer Service Coordinator serves as the front-line representative for incoming communication, ensuring that clients, caregivers, and internal departments receive prompt, accurate, and empathetic support. This role is key to maintaining day-to-day operational stability by coordinating real-time updates, resolving concerns quickly, and documenting everything with care. A strong communicator and problem-solver, the coordinator ensures nothing falls through the cracks.

Role and Responsibilities

• Inbound Communication & Triage
  • Serve as the first point of contact for incoming calls from clients and caregivers
  • Address immediate needs such as caregiver call-ins/call-outs and route inquiries to appropriate team members
  • Respond to routine scheduling questions or general service requests

• Scheduling Support & Real-Time Coordination
  • Collaborate with the scheduling team to make real-time updates based on caregiver availability
  • Relay scheduling changes or updates to caregivers in a timely and professional manner
  • Support light scheduling tasks directly in WellSky as needed

• Documentation & Department Coordination
  • Maintain accurate call logs and notes within internal systems to ensure team visibility
  • Ensure smooth handoffs between departments, avoiding duplicated efforts or missed updates
  • Support documentation follow-ups such as missing time entries, clock-in/clock-out confirmations, etc.

Tools Used

• WellSky: For scheduling visibility and documentation updates
• Avaya by RingCentral: VoIP phone system for inbound and outbound communication

Ideal Personality Traits

• Empathetic and people-centered;  patient with both clients and caregivers
• Highly organized; nothing is forgotten, lost, or delayed
• Adaptable and quick-thinking in a fast-moving environment
• Strong communicator with a team-first, service-oriented approach

Performance Metrics

• Call Handling Efficiency: Timely, professional responses to inbound communication
• Issue Resolution Rate: % of calls resolved independently or successfully routed
• Documentation Accuracy: Completeness of notes in WellSky and follow-up logs
• Collaboration Effectiveness: Responsiveness to requests from schedulers, HR, and leadership
• Communication Quality: Measured via call reviews or internal team feedback

Success Criteria

• Trusted go-to contact for client and caregiver questions
• Seamless collaboration with scheduling and HR for real-time staffing updates
• Clear, accurate notes and call logs in all systems
• Issues such as documentation gaps or scheduling miscommunication are caught and addressed early

Initial Projects (First 90 Days)

1. Take full ownership of phone triaging, responding and routing calls with accuracy
2. Build working knowledge of internal systems: WellSky, Avaya, and Salesforce (if applicable)
3. Establish a strong routine for documenting all client and caregiver communication
4. Assist with real-time schedule adjustments and communicate updates professionally
5. Learn patterns of typical call types and develop standard responses or escalation paths

The Lead Generation Specialist (Digital Lead Intake Coordinator) plays a crucial role in driving client growth by managing incoming digital leads, qualifying prospects, and ensuring a seamless handoff to the care and scheduling teams. This position requires timely response, compassionate client interactions, and strong collaboration to convert leads into scheduled assessments and ultimately, clients.

Role and Responsibilities

• Digital Lead Intake & Qualification
  • Respond to inbound leads from platforms like A Place for Mom, Caring.com, and AgingCare
  • Qualify leads quickly and with empathy, based on client needs and services available
  • Conduct real-time responses and maintain short lead response time

• Assessment Scheduling & Follow-Up
  • Schedule in-home assessments for qualified leads
  • Coordinate closely with internal care and scheduling teams to ensure seamless handoffs
  • Conduct follow-ups for unresponsive leads or as part of nurturing workflows

• Data Management & Team Collaboration
  • Maintain detailed and accurate notes within WellSky
  • Track all lead statuses and next steps
  • Participate in weekly operations meetings to review goals, performance, and lead trends
  • Provide feedback and suggest process improvements to enhance the intake workflow

Tools / Software

• WellSky: Client and lead management system
• RingCentral: For outbound and inbound communication
• Microsoft Teams: Internal communication
• Monday.com: Task coordination and visibility

Personality Traits

• Empathetic and compassionate, especially with families seeking senior care solutions
• Highly organized and detail-oriented
• Quick learner who adapts to new systems and processes
• Collaborative and communicative team player

Performance Metrics

• Number of leads contacted and followed up with daily
• Number of qualified leads transitioned to assessments
• Conversion rate from lead to client consultation
• Quality of client interaction and client satisfaction feedback

Success Criteria

• Efficiently manages a high volume of digital leads with care and attention
• Establishes trust and rapport with families during initial intake
• Improves lead conversion rates through thoughtful qualification and coordination
• Effectively collaborates with care teams to enhance the overall client experience

Initial Projects (First 90 Days)

1. Complete onboarding and training on WellSky, communication tools, and lead workflows
2. Gain familiarity with A Place for Mom, Caring.com, and similar platforms
3. Establish rapport and communication flow with care and scheduling teams
4. Begin refining scripts and intake approaches for better lead engagement
5. Collaborate in meetings to identify gaps and suggest process improvements

The Project Coordinator (Office Coordinator) ensures seamless operations across scheduling, recruitment, onboarding, and daily office activities. This role supports both internal teams and external clients through strong administrative organization, proactive communication, and attention to detail. The Project Coordinator is essential to maintaining workflow efficiency and ensuring compliance in client and employee management systems.

Roles and Responsibilities

• General Office Coordination
  • Maintain organized and up-to-date records of office activities and open items for evening handoff
  • Monitor and respond to all incoming emails in the office@qlhomecare.com account
  • Process incoming faxes and maintain communication logs
  • Record and update daily activities in Excel
  • Address miscellaneous administrative tasks assigned by leadership

• File Development & Recruitment
  • Create complete and compliant employee files for new hires
  • Post job openings on social media and recruiting platforms
  • Follow up with applicants: call to confirm interviews and respond to inquiries via calls, texts, or emails
  • Review submitted timesheets for accuracy

• Client & Employee Interaction
  • Schedule paperwork appointments for new hires and clients
  • Conduct client assessments and submit required reports
  • Conduct weekly onboarding check-ins with new hires during their first 6 weeks

• Scheduling & HHA Exchange
  • Manage caregiver and client schedules in HHA Exchange software
  • Assist with weekly scheduling tasks, particularly on Mondays and Tuesdays, under training and guidance
  • Coordinate with scheduling team and fill in as needed

• Administrative Support
  • Provide backup coverage for Office Administrator and President
  • Collaborate with team members to identify outstanding or new tasks during downtime

Tools & Software

• HHA Exchange: Scheduling and case management
• Microsoft Excel: Activity logs, tracking, and file validation
• Email Management Tools: For responding to general office communications
• Social Media Platforms: Job posting and applicant engagement
• Communication Tools: Phone, text, and email systems for employee and applicant support

Personality Traits

• Detail-oriented and highly organized
• Proactive and eager to take initiative
• Strong team player with collaborative energy
• Ability to multitask and handle competing priorities
• Positive attitude and a growth mindset

Performance Metrics

• Accuracy and completeness of employee files and timesheets
• Timely responses to emails, faxes, and applicant/client inquiries
• Efficiency in scheduling using HHA Exchange
• Quality and consistency of new hire support during onboarding
• Positive feedback from clients, coworkers, and supervisors

Success Criteria

• Smooth integration into daily office operations
• Mastery of scheduling and recruitment tools
• Consistent adherence to organizational timelines and task accuracy
• Independent ownership of responsibilities with minimal supervision

Initial 90 Days Expectations

1. Training

• Shadow Paul to learn scheduling workflows and how to use HHA Exchange
• Learn how to execute daily administrative tasks, recruitment processes, and file management

2. Task Ownership

• Begin taking full ownership of delegated office tasks
• Start actively supporting scheduling on Mondays and Tuesdays

3. Collaboration

• Build strong relationships with coworkers, leadership, and field staff
• Use downtime proactively to identify and complete outstanding items

4. Feedback & Adjustment

• Apply feedback from performance reviews
• Refine workflow based on insights and observed best practices

The Marketing & Client Engagement Assistant is a dual-role position responsible for driving marketing efforts and managing inbound prospect communication. This role ensures the agency maintains a strong online presence, produces compelling content, and handles lead generation activities while also supporting administrative compliance. The assistant acts as a key connection between prospective clients, the internal team, and the brand’s public voice.

Role and Responsibilities

• Content Creation & Social Media Management
  • Write and schedule blog posts (approx. 3/month) to maintain a fresh content stream
  • Create marketing collateral using Canva, adhering to brand identity for B2B and B2C
  • Maintain a content calendar at least 2–4 weeks ahead
  • Manage online presence via Google My Business and Google Review campaigns
  • Use HubSpot and AI tools to support content ideation and automation
  • Update and manage website content through the corporate CMS

• Marketing Strategy & Lead Generation
  • Assist with creating email marketing campaigns and newsletters via HubSpot
  • Build automated lead workflows in HubSpot to streamline outreach
  • Track digital engagement and present data-backed insights on lead generation
  • Evaluate blog and social media performance and optimize content accordingly

• Prospect Call Handling & Lead Management
  • Answer inbound prospect calls, follow a structured script, and schedule consultations
  • Prioritize answering all inquiries—no calls to voicemail
  • Document lead progress and maintain communication with the in-office team
  • Ensure smooth handoff from initial inquiry to home consultation scheduling

• Administrative & Compliance Support
  • Use WellSky/eRSP to track caregiver documentation status and compliance
  • Contact caregivers to update expiring documents and ensure accurate records
  • Help organize client files and assist with related admin tasks

Tools Used

• HubSpot: CRM, email campaigns, automation workflows
• Canva: Design and marketing collateral
• Google My Business / Google Reviews: Online presence and reviews
• eRSP / WellSky: Caregiver documentation management
• Corporate CMS: Website content updates

Ideal Personality Traits:

• Proactive and self-motivated; takes initiative in marketing strategy and lead management
• High attention to detail with excellent written/verbal communication
• Creative and strategic thinker who adapts quickly and solves problems
• Adaptable and comfortable learning new tools and systems

Performance Metrics:

• Consistency and quality of blog posts and social media output
• Growth in social media engagement and online traffic
• Conversion rate of inbound prospect calls to scheduled consultations
• Timeliness and accuracy in maintaining caregiver compliance records

Success Criteria:

• Smooth transition from the outgoing marketing assistant without disruption
• A structured content and social media calendar is in place and maintained
• Improved online engagement and lead quality from digital channels
• Efficient, high-conversion prospect call handling with professional follow-through

Initial Projects (First 90 Days):

1. Onboarding and shadowing with the outgoing marketing assistant
2. Deep dive into HubSpot, CMS, and current marketing strategy
3. Build and implement a content and social media calendar
4. Review and improve call-handling scripts to match client tone and service goals
5. Develop a marketing and lead tracking report for weekly internal updates