Client Care Manager

Proven experience in customer service, intake coordination, or client management, ideally in a home care or healthcare setting. Strong English communication and interpersonal skills—both written and verbal. Comfortable working in a fast-paced, client-facing virtual environment. Proficiency with DocuSign. Familiarity with Alora or similar home care management systems. Strong organizational and multitasking abilities. Prior scheduling or HR experience in home care is a plus. Experience with scheduling/EVV platforms (e.g. WellSky, AxisCare, AlayaCare) is a plus. Experience with phone/SMS tools (e.g. RingCentral, Dialpad, JustCall, Twilio) is a plus. Experience with productivity tools (Google Workspace, Microsoft 365, Slack/Teams, spreadsheets) is a plus.

Explain agency's admission documentation to clients. Handle inquiries and present agency's services, rates, and credentials. Guide clients through service setup and convert inquiries into active clients. Prepare and send service agreements via DocuSign. Collaborate with staffing coordinator and Director of Nursing for caregiver coverage. Support business development by identifying opportunities for testimonials. Coordinate client assessments with nurses. Answer calls professionally. Act as liaison between clients, nurses, and scheduling team. Address client questions, complaints, or service concerns. Conduct client satisfaction surveys and track feedback. Conduct follow-up calls after the first week of service. Complete agency complaint logs and forward to Director of Nursing. Manage service cancellations, updates, and documentation. Setup new client demographics and referral sources in agency's software. Ensure client documents are completed and filed. Maintain client records and communicate updates to internal teams. Support coordination between HR, nursing, and scheduling for new client onboarding. Identify and research potential referral sources or new business opportunities. Support marketing and community outreach efforts.