Client Care Manager

Role Overview

As a Client Care Manager at Assisting Hands Home Care, you will oversee daily in-home support services for seniors or individuals with disabilities and collaborate closely with your caregiving team to ensure that the needs of our clients are met with personalized support and attention. You’ll work in-office and on-site at client locations within the Fairfield County Community in Connecticut, where your commitment to client welfare will make a significant impact on their quality of life.

You will serve as the bridge between families and caregivers, conducting client assessments, designing personalized care plans, supervising field staff, and ensuring high-quality, continuous client satisfaction. You will also serve as an emergency back-up caregiver to cover caregiver cancellations and to start new client shifts, provide on-call support as needed, and assist with conducting caregiver training and mentoring on the job to grow a talented caregiver roster/pool. This position conducts home visits to ensure that quality services are being provided and standards are adhered to. Schedule/conduct home visits as directed by the Operations Administrator, to ensure that caregivers are following the service plan and are performing their duties properly.

Key Responsibilities

Client Intake & Care Planning:

• Meet prospective clients and their families in their homes to assess and evaluate their living environment, physical limitations, and daily needs.
• Develop highly personalized, non-medical care plans (e.g., specifying needs for companionship, meal prep, and personal hygiene).
• Conduct upgrade assessments and be able to explain and guide clients and families when a client needs more assistance and be able to extend services as appropriate

Staff Training, Supervision & Mentorship:

• Assist with interviewing, recruiting, and onboarding new staff when needed or as directed by HR/Talent Acquisition Specialist.
• Conduct Initial caregiver training during Orientation.
• Coordinate with agency schedulers to pair clients with the most suitable caregivers.
• Mentor caregivers in the field, providing guidance on safety protocols, customer service, and care standards.
• Monitor caregiver performance, conduct competency checks, and handle any disciplinary or training/retraining needs.
• Back-up caregiver (fill-in) to cover caregiver cancellations (call outs, no-shows, etc.) and to start new client shifts, and provide on-call support as needed.

Client Relations & Escalation Management:

• Conduct routine drop-in visits and follow-up calls to ensure clients' ongoing needs are being safely met for quality assurance.
• Act as the primary point of contact for family inquiries and own client escalations (e.g., emergency schedule changes or caregiver replacements) end-to-end for issue resolution.
• Work in partnership with the family in order to establish an understanding of client’s baseline so that proper recommendations can be made to address changes in client care needs.
• Make sure caregivers keep precise digital or physical records of client interactions, care updates, and daily activities.

Community Networking:

• Assist in cultivating relationships with local referral sources (e.g., senior living communities, rehab centers, geriatric care managers) to support agency growth.

Requirements

• Must be at least 21 years of age.
• Authorized to work in the US.
• Must have a valid driver’s license with a clean driving record, and a reliable, registered & insured vehicle (required for frequent travel to client homes).
• Education: High School Diploma or equivalent; Bachelor’s or Associate degree in Healthcare Administration, Social Work, Gerontology, Psychology, Nursing (RN/LPN), or a related human services field (Preferred) (Equivalent Premium Home Care Experience Considered).
• Industry Experience: Minimum of 3 - 5 years of verifiable private-pay home care, senior living, private geriatric care management, or senior healthcare coordination, social work, or a related service-based industry.
• Role-Specific Experience: Proven track record of conducting initial home assessments, managing private family dynamics, and resolving client service complaints.
• Strong communication skills, with the ability to read, write, and speak English fluently.
• Ability to build trusting relationships with clients and their families.
• Demonstrated compassion, dependability, and integrity in your caregiving management approach.
• Ability to work effectively as part of a team while also being self-directed.
• Have exceptional conflict-resolution skills, compassionate communication, and organizational capabilities to manage changing priorities.
• Technology Skills: Proficiency with industry home care scheduling software (e.g., ClearCare/WellSky, AxisCare, HHAeXchange) and CRM tools.
• Ability to pass background screenings.
• Bilingual in other languages is a plus. (Not Required)

Certificates & Credentials (Preferred)

• Certified Senior Advisor (CSA) – Highly preferred for navigating the private elderly market.
• Certified Dementia Practitioner (CDP) – Highly valued due to high volume of private-pay memory care clients.
• Home Care Manager Certificate (HCMCP) or Certified Care Manager (CMC).
• Certified Nurses Aide (CNA)
• CPR/First Aid a plus. (Not Required)

Key Competencies

• High-Touch Customer Service: Ability to communicate value and maintain premium service standards for families paying out-of-pocket.
• Crisis Management: Exceptional problem-solving skills to manage last-minute caregiver call-outs or sudden client health declines.
• Empathy & Discretion: Ability to manage complex family dynamics and maintain strict confidentiality (HIPAA).

Employment Type, Schedule & Salary Range

• Full-Time/On-Call (In-Office/Field & Client Locations)
• Monday through Friday (9am - 5pm) / (Weekends- As Needed)
• $60k/yr - $75k/yr