Home Care Inquiry Specialist

Home Care Inquiry Specialist
Help Families Navigate One of the Most Important Decisions They May Face
Our agency is looking for a Home Care Inquiry Specialist to support families who are exploring care for an aging loved one and help guide them from their first inquiry to a Care Consultation with our team.
Families often contact us during a stressful or uncertain time. They may be worried about a parent living alone, overwhelmed by caregiving responsibilities, or unsure what type of support is available.
You will often be the first person they speak with.
We are looking for someone who can listen carefully, ask thoughtful questions, provide reassurance, explain our services clearly, and help families determine the right next step.
This is also a highly organized, results-oriented role. Success requires disciplined follow-up, accurate lead tracking, strong documentation, and a commitment to making sure no prospective client falls through the cracks.
What You’ll Do
As our Home Care Inquiry Specialist, you will manage inquiries from prospective clients, family members, referral sources, and others seeking information about home care services.
Your responsibilities will include:

• Speaking with families about the challenges they are experiencing with an aging loved one
• Listening carefully and asking questions to understand the family’s needs, concerns, urgency, and decision-making process
• Explaining how home care works and how our services may be able to help
• Building trust and rapport with families who may be stressed, emotional, uncertain, or unfamiliar with senior care
• Identifying the appropriate next step for each inquiry
• Converting qualified inquiries into Care Consultations
• Following a defined and disciplined lead follow-up protocol
• Proactively following up with families who are interested in care but are not yet ready to move forward
• Maintaining consistent contact until there is a clear outcome
• Accurately entering and updating lead information in Salesforce
• Maintaining detailed notes regarding family circumstances, care needs, decision-makers, concerns, timing, and next steps
• Tracking every inquiry through the lead pipeline and ensuring that no opportunity is lost because of incomplete follow-up
• Prioritizing inquiries based on urgency, family needs, and readiness to move forward
• Working within WellSky to review client information and support the intake process
• Coordinating with internal team members to ensure a smooth transition from inquiry to Care Consultation and start of care
• Taking ownership of each lead and being accountable for the next step
• Tracking activity and outcomes, including inquiries, follow-ups, Care Consultations scheduled, and lead conversion

What We’re Looking For

• Excellent English-speaking and communication skills are required
• Previous Salesforce or other CRM experience is required
• Previous WellSky experience is preferred
• Previous experience in sales, home care, senior care, healthcare, admissions, intake, customer service, or another consultative service environment is strongly preferred
• You are an excellent listener and can make people feel comfortable discussing personal and emotional situations
• You communicate with warmth, confidence, and professionalism
• You are comfortable speaking with adult children, spouses, seniors, and other family decision-makers
• You can explain services clearly without sounding scripted or overly sales-oriented
• You understand how to guide a conversation toward a decision or next step
• You are comfortable asking questions, addressing concerns, and following up consistently
• You understand that many families will not make a decision after one conversation
• You are highly organized and able to manage multiple leads at different stages of the decision-making process
• You are disciplined about completing follow-up when promised
• You are detail-oriented and maintain accurate documentation
• You can recognize when a family needs immediate assistance and when a lead may require longer-term nurturing
• You take initiative and do not need to be reminded to follow up
• You are dependable and take ownership of your results

What Success Looks Like
Success in this role is not measured simply by the number of calls you answer.
It is measured by how effectively you help families move through the process of evaluating home care.
A successful Home Care Inquiry Specialist:

• Makes families feel heard, understood, and supported
• Develops trust quickly
• Identifies the family’s needs, concerns, and priorities
• Clearly communicates how our services can help
• Moves qualified families toward a Care Consultation
• Follows up consistently and on time
• Maintains an accurate and organized lead pipeline
• Knows exactly where every active inquiry stands
• Continues appropriate follow-up until there is a clear outcome
• Ensures that no family and no opportunity falls through the cracks

The Person We’re Looking For
An inquiry about home care is rarely just a sales lead.
Behind every inquiry is usually a family trying to solve a real problem.
A daughter may be worried about her mother living alone. A spouse may be exhausted from providing care. A family may live out of state and be struggling to figure out how to keep a parent safe at home.
The right person will genuinely want to help these families.
At the same time, helping families means providing direction.
We are looking for someone who can combine empathy, organization, persistence, and consultative sales skills to guide families toward the right next step.
You should be compassionate enough to listen, confident enough to lead the conversation, and disciplined enough to make sure every family receives the follow-up they were promised.
To Be Considered
Please submit:

• Your current resume
• A brief introduction video telling us about your experience working with prospective clients, customers, patients, or families

In your video, please also tell us:

• About your experience with Salesforce and WellSky
• How you manage follow-up when someone is interested but not yet ready to make a decision
• How you would approach a family member who is overwhelmed and unsure whether home care is the right solution

I’d use this version over the original because it still makes conversion and accountability explicit, but the candidate profile now feels much more aligned with the emotional reality of home care.