Client Care Advisor

Honor•Santa Rosa, CA

10h•Hybrid

About The Position

The Client Care Advisor plays a critical role in helping families navigate one of the most important decisions they’ll make: choosing the right care for a loved one. This role combines consultative sales, care coordination, and ongoing relationship management to guide families from initial inquiry through service start and beyond. You will lead high-quality consultations to understand each client’s needs, urgency, and readiness, and translate that into clear, appropriate care plans. You are accountable for moving families from inquiry to start, while ensuring a smooth onboarding experience and strong ongoing engagement. Beyond the initial decision, you will stay closely connected to clients and families, conducting reassessments, ensuring service quality, and adapting care as needs evolve. You will partner with scheduling and operations teams to ensure reliable execution, while maintaining high standards for documentation and compliance. Success in this role is measured by consult-to-start conversion, client satisfaction, and long-term retention. High performers combine empathy and strong judgment with a results orientation — building trust quickly, creating appropriate urgency, and helping families take action with confidence. This role includes significant time in the field, including in-person consultations, service starts, and quality visits. It also requires navigating sensitive family dynamics, urgent needs, and occasional after-hours situations. This role requires ~75% travel in the field across the Santa Rosa and Sonoma County area, with reliable transportation and flexibility for occasional evenings/weekends. This role offers annual on-target earnings of $80,000–$95,000, with 20% tied to uncapped monthly commission.

Requirements

1+ year of experience in a consultative, client-facing role (e.g., healthcare, senior care, social work, care coordination, or similar)
Demonstrated ability to guide clients through decisions and drive measurable outcomes (e.g., conversion, retention, service adoption)
Strong relationship management skills, with experience supporting clients and familes over time and adapting to evolving needs
Experience owning measurable client outcomes. Examples include consult-to-start conversion, client retention, service adoption, or other performance metrics.
Experience leading structured conversations (discovery, needs assessment, recommendations, next steps)
Ability to partner cross-functionally to deliver services effectively and resolve execution challenges
Comfort working within structured systems and tools (e.g., CRM, documentation standards, defined consult frameworks, Microsoft Office, Salesforce or similar)
Operational discipline, including managing follow-up, tracking performance, and maintaining accurate records
Ability to spend ~75% of time in the field, with reliable transportation and flexibility for occasional evenings/weekends.

Nice To Haves

Experience working with older adults and families or a background in Healthcare Administration, Social Work, Gerontology, or a related field is preferred

Responsibilities

Own consult-to-start conversion by conducting high-quality consultations and proactively guiding families to timely decisions
Lead successful service starts by aligning expectations, coordinating care setup, and mitigating onboarding risks
Drive retention and growth through ongoing client engagement, reassessments, and care plan adjustments
Serve as a trusted advisor to families, helping them navigate complex care decisions with clarity and confidence
Partner cross-functionally with scheduling, operations, and Care Pros to ensure consistent, high-quality service delivery
Use data and systems to manage your portfolio, track performance, and maintain accurate documentation
Contribute to referral relationship growth and local market reputation as needed