Client Care Manager

Senior Helpers - Rock Hill•Rock Hill, SC

10d•Hybrid

About The Position

Senior Helpers of Rock Hill is seeking a compassionate, relationship-driven professional to join our team as a Client Care Manager (CCM). The Client Care Manager is responsible for managing the overall client experience within an assigned area of our territory. This role serves as the primary point of contact for clients and their families and plays a critical role in converting new clients, retaining existing clients, identifying changing care needs, and growing services as those needs evolve. The ideal candidate is proactive, organized, comfortable working independently in the field, and skilled at building trusted relationships with seniors and their families.

Requirements

Minimum of two years of experience managing client, patient, customer, or family relationships.
Exceptional interpersonal skills with the ability to quickly establish trust and rapport with seniors and their families.
Excellent verbal and written communication skills with strong follow-through.
Strong organizational and time-management skills with the ability to manage multiple clients and priorities in a changing environment.
Proactive approach to identifying and resolving problems before they negatively affect the client experience.
Comfortable having conversations with families about changing care needs and recommending additional services when appropriate.
Ability to work independently in the field while collaborating effectively with the broader office and caregiving teams.
Ability and willingness to regularly travel to client homes and healthcare or senior living settings throughout the assigned territory.
Proficiency with Microsoft Word, Excel, Outlook, and web-based applications, with the ability to quickly learn new technology and software.
Valid driver's license and reliable transportation required.

Nice To Haves

Bachelor's degree and three years of related professional experience strongly preferred.
Previous home care, senior care, healthcare, or related industry experience strongly preferred.

Responsibilities

Serve as the primary relationship manager for assigned clients and their families, providing responsive, proactive communication throughout the client relationship.
Conduct initial client assessments and develop individualized care plans using Senior Helpers' LIFE Profile assessment process.
Follow up with prospective clients and families after inquiries and assessments to help them understand their care options and confidently move forward with services.
Maintain a consistent onboarding process for new clients, including caregiver introductions, first-day follow-up, and scheduled check-ins during the first 30–90 days of service.
Conduct regular in-home client visits and reassessments to evaluate changing needs, quality of care, client satisfaction, and opportunities to enhance services.
Spend approximately two to three days each week in the field visiting clients in their homes, hospitals, rehabilitation facilities, senior living communities, and other care settings.
Proactively identify changes in client condition or circumstances and recommend appropriate adjustments to the care plan and level of service.
Build strong relationships with clients and families that support client satisfaction, retention, and long-term continuity of care.
Identify opportunities to expand services for existing clients when additional support would improve safety, independence, or quality of life.
Partner closely with the scheduling team to address caregiver fit, scheduling concerns, changes in client needs, and other service issues.
Work collaboratively with caregivers and office team members to quickly resolve concerns and deliver an exceptional client experience.
Support company client-retention and service-hour growth goals through proactive care management.
Maintain accurate and timely client documentation, assessments, reassessments, care plans, and follow-up activity.
Assist with urgent client-care needs and, on rare occasions, provide temporary coverage when an emergency caregiver replacement cannot immediately be secured.
Perform other duties as assigned.