Client Experience Manager

Touching Hearts of Buffalo, NY•Town of Amherst, NY

About The Position

The Client Experience Manager ensures that Touching Hearts clients and their families receive exceptional service from start to finish. This role is responsible for delivering high-quality care, addressing client needs and concerns, identifying risks and quality issues, and proactively exploring opportunities to enhance services for existing clients.

Requirements

Bachelor’s Degree or higher in social work, human services, or a related field.
Minimum of 3 years’ experience in direct client care within a human services setting, preferably elder care.
Proficiency in Microsoft Office 365, especially Excel, Word, and Outlook.
Strong written and oral communication skills, along with excellent interpersonal abilities.
Ability to multitask effectively and work well within a team.
Self-motivated and capable of thriving in an entrepreneurial environment that values initiative, learning, and results.

Responsibilities

Facilitate clear communication with new clients, family members, and caregivers regarding care plans and schedules.
Visit clients’ homes as needed for assessments or to introduce new caregivers.
Update and adapt care plans as client needs evolve; ensure client care information is accurate and current.
Conduct assessments for prospective clients to evaluate care needs and support onboarding.
Serve as the primary liaison with clients and families regarding care services, questions, and concerns.
Assist in the recruitment, onboarding, and ongoing support of caregivers; monitor and coach caregiver activities related to client needs and develop action plans.
Collaborate with team members to assist in scheduling clients and caregivers as required.
Track, analyze, and report key metrics related to client care and quality initiatives.