At Home Instead, we are dedicated to helping older adults live safely, comfortably, and with dignity in their own homes. The Client Care Manager plays a vital role in ensuring that every client receives personalized, high-quality care while serving as their advocate and primary point of contact. This position is ideal for a compassionate, service-oriented professional with strong interpersonal skills and a commitment to excellence in client care.

As the Client Care Manager, you will build and maintain meaningful relationships with clients and their families, coordinate all aspects of client care including introductions between clients and Care Pros, and conduct quality assurance visits. You will use a consultative sales approach to develop and continuously evaluate tailored service plans, ensuring they meet or exceed client needs. This role requires a balance of relationship-building, sales ability, problem-solving, and operational coordination to maintain Home Instead’s exceptional standard of care.

Key Responsibilities:

Client Engagement & Relationship Building:

• Serve as a trusted advocate for clients, ensuring they receive the highest standard of care and support.
• Serve as the primary point of contact for clients and their families, building lasting, trust-based relationships.
• Conduct in-depth Care Consultations and service inquiries with potential clients and families, assessing needs, creating customized care plans, and executing the consultative sales process.
• Maintain consistent follow-up with potential clients and families who have not yet initiated services, ensuring ongoing support and engagement.

Care Coordination & Quality Assurance:

• Oversee client service plans, ensuring that care is adapted as needs evolve.
• Collaborate with the care team, schedulers, and Care Pros to ensure seamless service delivery.
• Conduct regular quality assurance visits and update documentation accordingly.
• Lead client and Care Pro introductions, ensuring a smooth and positive experience for both parties.

Collaboration & Problem-Solving:

• Work closely with Care Pros, healthcare professionals, and family members to create the best outcomes for clients.
• Address client concerns with empathy, professionalism, and proactive problem-solving.
• Identify opportunities to enhance care services and advocate for additional support when needed.

Sales Strategy & Market Analysis:

• Develop and execute targeted sales strategies to increase market share and client acquisition.
• Analyze market trends, competitive activity, and industry developments to identify growth opportunities.
• Achieve inquiry generation and referral targets through strategic follow-up and market analysis.

Relationship Management & Community Outreach:

• Build and maintain strong relationships with healthcare providers and referral sources, including hospitals, home health agencies, assisted living facilities, and physicians.
• Represent Home Instead at industry events, health fairs, professional conferences, and community meetings.
• Develop and execute local marketing campaigns to increase brand visibility and engagement.

Compliance & Documentation:

• Maintain accurate and up-to-date client records, including care assessments, service plans, and quality assurance documentation.
• Adhere to all company policies, procedures, and compliance requirements.

Qualifications & Experience:

Experience:

• Prior experience in client services, home care, healthcare, senior care, social work, or care coordination is strongly preferred.
• Proven track record of meeting or exceeding sales targets and building professional relationships.
• Experience working directly with older adults, families, and caregivers is a plus.
• Strong networking, presentation, and relationship-building skills.
• Ability to coordinate across disciplines with referral providers
• Experience in an outside field sales role.
• Ability to operate independently and manage a high level of field-based activity.
• Proficiency in CRM systems (e.g., Salesforce) and Microsoft Office Suite.

Education:

• Bachelor's Degree in Healthcare Administration, Social Work, Gerontology, or a related field preferred, but not required.

Technical Skills:

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with client management software preferred.

Other Requirements:

• Availability to work evenings or weekends as needed.
• Valid driver’s license and reliable transportation (if client visits are required).
• Ability to maintain confidentiality and adhere to ethical business practices.

Key Competencies:

• Empathy and compassion – a genuine passion for serving older adults and their families.
• Exceptional communication skills- the ability to build trust and rapport with clients and families through clear, compassionate verbal and written communication.
• Strong problem-solving and organizational abilities – adept at managing multiple clients, priorities, and situations at once.
• Attention to detail – ensures accuracy in client records, care plans, and compliance documentation.
• Team-oriented mindset – able to collaborate effectively with Care Pros, office staff, team members.
• Sales ability

Compensation & Benefits:

• Competitive salary
• Competitive PTO
• Growth opportunities
• Commission and performance based bonuses
• Mileage reimbursement

Job Type: Full-time

Pay: $56,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• On-site gym
• Paid time off

Schedule:

• Monday to Friday

Work Location: On the road