Client and Community Relations Manager

Senior Helpers - Stillwater, MN•Stillwater, MN

2d•Hybrid

About The Position

The Client & Community Relations Manager is responsible for ensuring an exceptional client experience while supporting the business growth through client retention, service expansion, referral development, and community engagement. This role serves as the primary relationship manager for clients and families while representing Senior Helpers within the community to strengthen referral partnerships and generate new client opportunities.

Requirements

Previous experience in home care, healthcare, senior services, or a related industry preferred.
Experience in client relations, account management, customer service, community outreach, or business development preferred.
Excellent communication, relationship-building, and follow-up skills.
Strong organizational skills with the ability to prioritize multiple responsibilities.
Demonstrated problem-solving and conflict-resolution abilities.
Ability to work independently while collaborating effectively with a team.
Proficiency in Microsoft Office and ability to learn company software systems.
Valid driver's license, reliable transportation, and ability to travel throughout the service territory.
Bachelor's degree or equivalent professional experience preferred.

Responsibilities

Manage the client experience from admission through ongoing service delivery.
Conduct clients Start of Care (first) visits, deliver client binder, introduce caregiver(s) and follow-up contact within the first 30 days.
Maintain regular communication with clients and families to ensure satisfaction and promptly address concerns.
Conduct quarterly client quality assurance visits and reassessments to evaluate service quality, client satisfaction, safety concerns, and changing care needs.
Update care plans as needed in collaboration with the RN Care Manager and Director of Operations.
Identify opportunities to increase service hours based on client needs and changes in condition.
Visit clients in hospitals, rehabilitation centers, senior living communities, and other care settings to support continuity of care and identify opportunities for additional services.
Review client utilization and service trends to identify lost hours, service gaps, and growth opportunities.
Lead service recovery efforts and work collaboratively with office staff to resolve client concerns.
When visiting clients, observe client/caregiver interactions to ensure care plans are being followed, company policies are adhered to, and services meet Senior Helpers standards.
Provide feedback regarding caregiver performance, client compatibility, and training needs.
Partner with the Director of Operations and HR to support caregiver engagement, recognition programs, and retention initiatives.
Assist with caregiver development and training efforts as needed.
Represent Senior Helpers at networking events, community programs, senior expos, educational presentations, and other outreach activities.
Develop and maintain relationships with referral sources including senior living communities, rehabilitation facilities, healthcare providers, veterans' organizations, fiduciaries, and community partners.
Conduct routine outreach visits and follow-up activities with referral partners to strengthen relationships and generate new client referrals.
Track referral activity and maintain communication with referral sources regarding client outcomes and service successes.
Support community education programs, caregiver support groups, and other events that enhance Senior Helpers' visibility and reputation.
Respond to service inquiries and assist with lead follow-up to support agency growth goals.
Work with the Owner to achieve established goals for referrals, client growth, and service hours.
Participate in team meetings and contribute to agency growth initiatives.
Maintain accurate documentation and client records.
Perform other duties as assigned.