Home Care Assistance

Compensation

Full Description

You are the ideal Client Success Manager who enjoys problem solving and interacting with clients, caregivers, and referral partners. Your thoughtfulness and assertiveness build trust among your colleagues and clients, leading to company growth and better outcomes for all involved. From fielding questions from prospects to building long-lasting relationships with our senior clients, your organizational skills are crucial to successfully overseeing multiple client relationships and ensuring they receive excellent care. You guide prospective clients through the intake process by qualifying their needs, highlighting what makes our services different, and using timely, strategic follow-up to build trust and move them toward care. With a culture of Long Term Relationships, Strong Work Ethic, Team Work, Ownership, and Progress Over Perfection, you will meet with our clients regularly to build relationships and work with our operations team to recognize excellent work and provide support for areas of improvement. You also look for opportunities to grow client accounts through upselling when appropriate, encouraging word-of-mouth referrals, and gathering testimonials from clients who reflect our ideal profile. You understand the value of expressing appreciation—especially to top-tier clients—through thoughtful gestures and follow-up. Your role also supports our presence in the community. You will participate in a local organization, attend industry and outreach events, build relationships with referral sources, and help manage special campaigns. Your flexibility and availability is appreciated by our clients and employees during regularly scheduled On-Call rotations for nights, weekends and holidays. You will report to Rachel Aguanno, Vice President. As a company, we strive to provide older adults with quality care that enables them to live happier, healthier lives at home. Our services are distinguished by the caliber of our caregivers and the responsiveness of our staff. We embrace a positive, balanced approach to aging centered on the evolving needs of older adults. This posting is part of our proactive recruiting strategy. We do not currently have an open Client Success Manager role, but we are growing and building relationships with qualified leaders now so we can move quickly when an opportunity arises. Essential Duties and responsibilities: • Sales • Qualifying prospective clients to ensure alignment with our services and capacity • Speaking with prospective clients during the intake process, explaining our services and differentiators, and scheduling assessments; includes strategic follow-up via email and phone to build trust, reinforce our value, and move them forward in the decision-making process • Conducting in-home or virtual assessments with prospective clients to understand their needs, address concerns, build relationships with families, and convert prospects into clients • Providing after-hours support for prospective clients and referral partners to ensure responsiveness and availability during decision-making windows • Client Retention • Providing active care management for existing clients, including regular home visits, personal check-ins, and relationship building with clients and families • Ensuring caregivers are adequately trained to deliver care as outlined in each client's care plan • Providing extra support for new client cases with home visits within the first two weeks of service to ensure a strong start and complete satisfaction • Monitoring changes in client needs and working with the Operations Team to ensure care plans are updated accordingly • Coordinating with the Operations Team to maintain high-quality service delivery and exceed client expectations • Upselling appropriate services based on evolving client needs and preferences • Gathering client reviews and testimonials, especially from satisfied clients who reflect our ideal customer profile • Encouraging word-of-mouth referrals from happy clients and their families • Demonstrating appreciation, especially to top-tier clients, through personalized gestures, milestone recognition, and timely follow-up • Network Marketing • Participate in a local networking group or professional association to build referral relationships in the community • Actively follow-up with potential and active contacts in your community • Maintain a record of interactions in WellSky • Represent Home Care Assistance at local industry and community events • Manage special campaigns (e.g. Cupid Crew, local events, etc.) • Operations • Participate in caregiver training and orientation • Maintain employee morale and oversee employee processes through phone and in-person communications • Ensure compliance with Home Care Assistance policies and procedures and documentation • On-Call Responsibilities • Confirm all caregivers have arrived at their assigned shifts at clock-in time • Schedule caregivers to work with clients as needed to ensure continuous care • Respond to incoming calls and written communications in a timely manner • Complete weekend tasks in WellSky and maintain clear activity notes • Perform other duties as assigned Knowledge and Skill Requirements: • Bachelor’s degree in business, healthcare management, social sciences, or related field preferred; equivalent experience considered • 3+ years of experience in client account management, care management, or business development, preferably in a private pay environment where clients directly purchase services • Ability to build strong relationships with clients and referral partners, grounded in a genuine heart for caring for older adults • Excellent communication skills, both verbal and written, including clear documentation, note-taking, and follow-up with clients, caregivers, and referral partners • Proficient organizational and time-management skills, with the ability to oversee multiple client accounts and priorities simultaneously • Commitment to personal and professional growth, including openness to feedback and one-on-one coaching during onboarding and beyond