Client Manager

Responsibilities

• 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 (e.g., Care Pro HR/admin, product, operations) to continuously improve processes.
• 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.

Requirements

• 3+ years of experience in a senior care or patient management, and customer service role.
• A client-first mindset, with a deep commitment to quality care and customer satisfaction.
• A 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.

Key Performance Indicators

• One-off staffing ownership (non-urgent visits >36 hours out): 20%
• Start-of-Care consult conversions, welcome calls: 20%
• Ongoing client relationship management: 20%
• Partner/owner communications: 20%
• Escalation management & follow-up: 10%
• Ticket resolution: 5%
• Billing: 5%