Client Care Manager

Client Care Manager Job Description

Pitter Patter HC LLC dba Home Instead

An independently owned and operated Home Instead franchise

Salary: Starting at $60,000 annually

Objective

We are seeking a Client Care Manager who builds trusted relationships with clients and families, supports Care Professionals (Care Pros) through hands-on training in the field, and collaborates with case managers and community partners. Experience in social work and direct care can be a strong foundation for success in this role.

The Client Care Manager helps older adults receive personalized, non-medical care that supports their dignity, independence, and well-being at home. Responsibilities include care consultations, client and Care Pro introductions, quality assurance visits, and ongoing care plan management. Using a consultative approach, the Client Care Manager identifies each client’s needs and preferences, develops a tailored service plan, and continuously evaluates that plan to promote high-quality care, client satisfaction, and retention. As needs change, the manager recommends appropriate service adjustments and additional support.

Primary Responsibilities

Reflect the core values of Pitter Patter HC LLC and Home Instead in all interactions with clients, families, Care Pros, colleagues, and community partners.

Meet with prospective clients and families to understand their needs, preferences, and goals and recommend a personalized service plan.

Conduct service inquiries and care consultations as needed using a consultative sales approach.

Maintain consistent communication and follow-up with prospective clients and families who have not yet started services.

Collaborate with office team members, case managers, referral partners, and other care providers to coordinate client support.

Conduct client and Care Pro introductions for every new client and whenever a new Care Pro joins a client’s care team.

Create and maintain accurate client and responsible party records, including documentation of quality assurance visits, concerns, follow-up actions, and service plan updates.

Plan and complete quality assurance visits according to the company’s established schedule and each client’s needs. Conduct additional visits when changes in condition, care concerns, or other circumstances require follow-up.

Review client needs and satisfaction regularly and update service plans to reflect changing preferences, routines, and support requirements.

Identify opportunities to adjust or increase service hours when additional support would benefit the client.

Address client and family concerns promptly, coordinate solutions, and follow through to ensure issues are resolved.

Maintain open, effective communication with the franchise owners, colleagues, Care Pros, clients, families, and community partners.

Provide personal care training, coaching, and hands-on support for Care Pros as part of ongoing education and quality improvement.

Follow company policies, procedures, and standards of business ethics and support their consistent implementation.

Secondary Responsibilities

Share on-call responsibilities outside normal business hours, supporting office staff, clients, Care Pros, and community partners as needed.

Participate in Care Pro meetings and training sessions as needed.

Maintain regular attendance and availability to carry out job responsibilities.

Conduct family education sessions as needed throughout the year.

Perform other duties as assigned to support client care and office operations.

Education and Experience Requirements

At least one year of experience in home care, health care, or a senior-related industry is required. An equivalent combination of education and work experience may be considered.

College degree preferred.

Nursing, social work and direct care experience are valuable for this role.

Valid driver’s license required.

Knowledge Skills and Abilities

Understand and uphold the policies and procedures of Pitter Patter HC LLC, an independently owned and operated Home Instead franchise.

Communicate clearly in writing and conversation, listen effectively, and respond with patience and professionalism.

Work independently, maintain confidentiality, meet deadlines, and exercise sound judgment.

Demonstrate discretion, integrity, fairness, and effective interpersonal skills.

Understand the senior care industry and the needs of older adults and their families.

Organize and prioritize daily, monthly, quarterly, and annual responsibilities.

Build productive relationships with the franchise owners, office colleagues, Care Pros, clients, families, and community partners.

Maintain a professional appearance and demeanor in the office, clients’ homes, and community settings.

Use office equipment, Home Instead technology systems, and Microsoft Word and Excel proficiently.

Work evenings or weekends as required, including participation in the on-call rotation.

Perform responsibilities in both a professional office setting and the field.

Work collaboratively as part of a team.