Client Care Manager / Coordinator

Right at Home East Bay•Pleasanton, CA

6d•Onsite

About The Position

Right at Home East Bay is hiring one person at the level that fits their experience, from Care Coordinator to Care Manager. This client-facing role manages the client experience from initial family conversations and in-home assessments through ongoing care, caregiver support, and quality oversight. The position combines care coordination, inquiry follow-up, operational support, and, at the Care Manager level, team leadership and ownership of key performance indicators. The work supports higher-acuity home care across the Lamorinda, Diablo Valley, Tri-Valley, and Tracy/Mt House service areas. The role is full-time, Monday through Friday, 7.5 hours per day (37.5 hours per week), with flexibility based on operational needs. The position is onsite in Pleasanton and includes driving across the service territory. Pay is $23–$36 per hour, depending on experience, qualifications, and level of responsibility. The organization describes its culture as collaborative, mission-driven, people-first, and performance-driven.

Requirements

At least 2 years of experience in care coordination, client services, case management, or inside sales in home care or healthcare.
Excellent verbal and written communication skills.
Warm, compassionate, confident communication; proactive, organized work habits; and ability to solve problems while helping people feel heard and valued.
Ability to manage calls, follow-ups, visits, and scheduling in a fast-paced environment.
Comfort with technology, including WellSky (formerly ClearCare), Zoho CRM, and AI tools.
Residence within the service area and ability to work onsite and drive across the territory.
Valid driver’s license, insured vehicle, and availability for on-call support.
Registration on the Home Care Aide (HCA) Registry, or ability to complete registration, including a LiveScan background check, TB clearance, and required entry-level training.

Nice To Haves

CNA, HCA, or HHA credentials, hands-on caregiving experience, or social work experience.
Prior team leadership or home-care operations management experience.
Familiarity with higher-acuity care needs and home-safety assessment.
Bilingual ability, including Spanish, Tagalog, Cantonese, Mandarin, or Hindi.
Knowledge of common medical terminology.

Responsibilities

Conduct in-home consultations, assessments, and caregiver supervisory visits across the service area.
Build and maintain trusting relationships with clients, families, caregivers, and care partners.
Develop individualized care plans, review them with caregivers before their first visits, and ensure plans are followed and quality remains high.
Coach and support caregivers in the field and act as a point of contact for families.
Communicate client changes and progress to families.
Document visits, coaching, and client updates in WellSky and company systems; prepare client binders and maintain accurate physical and digital records.
Answer inbound inquiries, complete Initial Call Screens and Client Inquiry Records, identify family needs, recommend solutions, and follow up by phone, email, and text.
Schedule and conduct in-home consultations and track progress toward care starts and conversions.
Provide direct client care when needed for urgent call-offs.
Partner with scheduling to coordinate shifts, supervisory tasks, and onboarding of new clients.
Provide cross-trained scheduling backup using WellSky during peak periods or absences.
Assist the recruiter with caregiver hiring touchpoints and urgent staffing situations as needed.
Design, predict, develop, and refine operational systems, workflows, and compliance processes.
Contribute to margin and labor-compliance goals.
Participate in the on-call and urgent-response rotation.
Meet or exceed care-quality, conversion, and retention KPIs.
For a Care Manager-level hire: lead, coach, and develop the care coordination and scheduling team; partner with ownership on growth strategy, staffing, and team planning; and own care-quality, conversion, and retention KPIs.