Client Manager

3+ years of experience in a complex client, patient management, or high-volume customer service role; staffing experience strongly preferred Client-first mindset, with a deep commitment to quality care and customer satisfaction Strong sense of ownership and detail orientation, with a track record of managing complex processes Confidence in navigating escalations, solving problems creatively, and building trust with clients and partners Excellent organizational skills and ability to manage multiple priorities in a fast-paced, dynamic environment and make sound decisions under pressure Comfort with technology; experience using scheduling, CRM, or workforce management systems a plus Flexibility to support clients and partners during evenings or weekends if work is not completed during business hours and support on two holidays per year

Guide clients and families through the full care journey, from onboarding to ongoing service. Maintain regular contact with clients to manage scheduling, adapt care plans, and ensure a positive experience. Build strong relationships with Care Pros, ensuring quality matches and consistent staffing. Partner daily with Honor’s frontline support and staffing teams to ensure reliable schedules and timely updates. Manage escalations and complex care situations with professionalism, sensitivity, and clear communication. Work cross-functionally to provide feedback to internal teams to continuously improve processes. Drive efficiency by balancing automation with personalized service, always keeping client experience at the center. Build and maintain strong relationships with partner agencies, translating client needs into actionable care plans. Provide real-time updates and regular check-ins on client status, issues, and care plan changes. Triage requests and set clear expectations to maintain trust and alignment with partners.