Client Relations Specialist

LifeCare Advocates•Remote (MA, US), MA

1d•$75,000 - $85,000•Hybrid

About The Position

As a Client Relations Specialist at Alder, you'll be the first point of contact for families navigating complex care decisions. This full-time role is best suited for someone with a background in care management or elder care intake — someone who can bring both clinical fluency and genuine warmth to every conversation. You'll own the intake process from first inquiry through internal handoff, maintain accurate records in HubSpot, and serve as a reliable, knowledgeable resource for prospective clients and referral partners during some of the most uncertain moments of their lives.

Requirements

Background in care management, elder care, or a related clinical or social services setting
Experience in an intake role, ideally within a care management practice, home care agency, or similar organization
Excellent communication skills with the ability to navigate sensitive, emotionally complex conversations
Strong organizational follow-through and attention to detail
Comfort managing data and intake workflows in a CRM system
Calm, solution-oriented presence under pressure
Ability to work independently in a remote environment while staying closely engaged with a collaborative team

Nice To Haves

HubSpot experience
Background in social work, nursing, or care coordination
Familiarity with the Greater Boston elder care and referral partner landscape

Responsibilities

Serve as the primary point of contact for inbound referrals via phone, email, and web.
Own the intake process from first contact through internal handoff, ensuring timely and accurate information sharing.
Enter and manage referral and client data in HubSpot, tracking all follow-up and documentation.
Communicate with clarity, empathy, and clinical credibility to prospective clients, family members, and referral sources.
Maintain responsive relationships with community partners and providers.
Support the coordination and scheduling of consultations, including pre-visit and post-visit follow-up.
Triage urgent calls and provide temporary support to clients when immediate attention is required.
Collaborate with the Manager of Client Relations and leadership to ensure seamless assignment to the appropriate care manager.
Maintain clean, up-to-date records in HubSpot, including intake progress, referral activity, and client engagement data.
Assist with reporting on case closures, client enrollments, and quality assurance metrics.
Conduct post-service check-ins and administer closed-case surveys.
Identify and flag trends or concerns that impact client satisfaction or operational efficiency.
Participate in regular virtual check-ins and monthly in-person team days.
Attend quarterly staff meetings and other in-person sessions as scheduled.