Client Experience Manager - Home Care
About The Position
BrightStar Care of Honolulu is seeking a Client Experience Manager to provide a five-star experience for families during challenging times, such as a parent's decline, hospital discharge, or a spouse's inability to manage alone. This role involves guiding families through their care journey with premium personal care, companionship, and skilled nursing services across Oahu. The Client Experience Manager will be the primary point of contact, ensuring families feel supported and their experience is exceptional. This position is part of the leadership team, reporting to the COO, and has a significant impact on how the company serves its clients.
Requirements
- Compassion for older adults, their families, and caregivers, making people feel at ease
- Skilled communication, explaining things clearly and kindly in person, on the phone, and in writing
- Comfort with conflict, handling tough conversations honestly, and saying no with kindness
- Professionalism, maintaining confidentiality of sensitive information and remaining steady during emotional situations
- Organization, keeping details, paperwork, and follow-ups complete without reminders
- Proactive and self-directed, managing one's own day, identifying needs, and exceeding expectations without prompting
- 2 or more years in client relationships, hospitality, healthcare, social services, account management, or sales
- Comfort learning new software
- A valid driver’s license
- Reliable transportation
Nice To Haves
- Luxury hospitality or concierge experience
Responsibilities
- Meeting families in their homes and helping them choose the right care
- Welcoming new clients and completing their paperwork accurately and on time
- Making warm introductions between caregivers and families at the start of every new client relationship
- Conducting regular check-ins with clients and caregivers to resolve issues early
- Implementing personal touches to make families feel valued, such as remembering important details, marking milestones, and following up after difficult weeks
- Handling difficult conversations early, honestly, and kindly
- Setting up caregivers for success and helping to solve problems before they become frustrations
Benefits
- 100% employer-paid medical, dental and vision
- 401(k) with company match
- Paid holidays
- Paid time off (PTO)
- Weekly pay
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
