- Serve as the primary point of contact for an assigned caseload of Continuous Care clients and families
- Build and maintain caregiver schedules for ongoing cases
- Respond to caregiver call-outs, schedule disruptions, and urgent coverage needs in real time
- Coordinate replacement coverage while maintaining positive client experience
- Match caregivers to clients based on personality, skillset, and preferences
- Conduct client onboarding and prepare caregivers for new assignments
- Coach caregivers on client-specific expectations and performance concerns
- Manage client concerns, complaints, and service recovery
- Collaborate with Recruiting, HR, Sales, and Leadership to support staffing pipelines
- Document all communication and schedule changes accurately