Job description

We are looking for a Client Manager who can proactively create a seamless and high quality experience for clients in close coordination with our Client Care and Service Team. If you love helping people and families, are organized, have a strong sense of ownership and collaborate well, we would love to meet you and share more about what we might create together.

A Client Manager works autonomously to own a panel of clients in coordination with our Home Care Consultant. In this role, you'll balance the need to provide amazing individual service with the time required to do that across a book of business. The responsibilities break down into three main components of work.

Manage team member relationships

• Coordinate with team members to understand client needs and requirements, and translate them into care plans and actionable next steps
• Work in tight coordination with team members providing real-time updates and regular check-ins on client status, issues or changes
• Triage team member requests and manages expectations appropriately

Provide exceptional service to clients and caregivers

• Guide clients and their families through the entire care process - from the start of care to end of service
• Build relationships with clients through regular check-ins and by managing their care including changes in schedule or care plan
• Build relationships with CarePros (care providers) in your area to facilitate quality matches between CarePros and clients
• Collect and provide direct feedback and coaching to CarePros as required

Deliver a seamless experience

• Effectively prioritize work daily in partnership with our Client Care team
• Work with the Client Care team to manage real-time updates to client on any questions, issues, or changes
• Drive scheduling and staffing in close coordination with the staffing team to ensure the client has a consistent and reliable schedule.
• Work cross-functionally to provide feedback and support to other internal efforts such as Care Pro admin/HR
• Manage escalations and challenging care situations including investigation and stakeholder management

In order to succeed in this role, you'll need:

• Current Texas LVN Licensure
• 2+ years of experience working in a complex client or patient management position or demanding customer service role
• Strong sense of ownership and a track record of managing processes with strong attention to detail
• Ability to work autonomously and effectively prioritize competing tasks
• Demonstrated ability to collaborate and get things done by working through others
• Strong commitment to providing the highest quality of care and sensitivity to client needs along with exceptional customer service and client orientation
• Excellent communication and listening skills, particularly via the phone
• Positive and can-do attitude
• Confidence and creative problem-solving skills
• Ability to work in a fast-paced environment
• Flexibility and availability to occasionally respond on evenings or weekends

Starting at $26/hour.
Monday-Friday 7:30-4:30.
Hybrid in office/remote.

Base pay is just a part of our total rewards program. We offer 401K with up to a 4% match. We offer a generous time off program, optional work from home, engagement, and a family atmosphere. We also offer Tele-health to you and your family at no cost to you.

Want to know more about why Home Instead is a great place to work? Check out our perks!

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