Care Experience Manager

Aveanna • Lakeland, FL

17h • Hybrid

About The Position

Family First Homecare is one of the largest private duty nursing companies in the nation and growing! Now that we have joined forces with Aveanna Healthcare, our care teams and our patient population have never been larger. We are dedicated to providing high-quality clinical home care to medically fragile individuals, helping them thrive in the comfort of their homes. As a Care Experience Manager (CEM), you’ll play a vital role in supporting both our clients and caregivers — making a meaningful impact every single day.

Requirements

• Bachelor’s degree required
• 2+ years of experience in sales, customer service, or a fast-paced office environment
• Strong organizational and time management skills
• Excellent communication, relationship-building, and problem-solving skills
• Comfortable using MS Office and learning new systems quickly

Nice To Haves

• Experience in recruiting or healthcare (preferred but not required)
• Thrive in fast-paced environments
• Are proactive, adaptable, and solution-oriented
• Genuinely enjoy helping others
• Want to grow into leadership or regional roles

Responsibilities

• Act as the main point of contact for clients and caregivers, ensuring consistent communication and a high level of satisfaction
• Manage caregiver schedules to ensure the right match of skills and availability
• Collaborate with clinical and recruitment teams to support new patient referrals and caregiver onboarding
• Maintain accurate and up-to-date records, schedules, and reports
• Participate in the on-call rotation — phone support only, and paid
• Help build a strong, engaged caregiver team by fostering a positive, supportive work environment
• Handle problem-solving with professionalism and empathy — turning challenges into opportunities
• Manage performance and support the retention of caregivers through engagement and timely feedback
• Phone-based on call after hours support - paid!

Benefits

• $47-$52k base salary, plus bonus potential (up to 25% of salary based on branch performance), cell phone, on call and mileage reimbursement for visits.
• Up to 80 hours of vacation accrual in the first year, 48 hours of sick time accrual, 1 8-hour fun day and 1 8-hour inclusion day.
• Vacation hours accrual will increase to 120 hours of vacation after 1st year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level