Home Care Account Manager

Ceresti Health

About The Position

Ceresti Health is seeking an Home Care Account Manager to support the success, engagement, and operational performance of our home care partners delivering services under the CMS GUIDE Model. Reporting to the Home Care and Channel Partnerships Manager, this role plays a critical part in ensuring partners receive timely support, clear communication, and consistent execution aligned with Ceresti’s caregiver-centric standards of care. The Account Manager will contribute to partner onboarding, day-to-day relationship support, performance tracking, issue resolution, and coordination across internal teams. This role requires strong organizational skills, a service-oriented mindset, and the ability to manage multiple partner relationships while escalating risks and trends appropriately. By supporting high-performing home care and partner relationships, this role directly enables caregiver satisfaction, operational excellence, CMS compliance, and the successful delivery of respite services into the home—advancing Ceresti’s mission to improve the lives of individuals living with dementia and their caregivers.

Requirements

Bachelor’s degree in a related field or equivalent experience.
2–4 years of experience in home care, healthcare operations, account management, or partner support roles.
Experience supporting external partners, vendors, or clients in an operational environment.
Familiarity with home care workflows including scheduling, staffing, and visit documentation.
Strong communication and relationship-management skills.
High attention to detail and strong organizational skills; ability to manage multiple accounts and priorities.
Comfort working with operational dashboards, KPIs, and performance reporting.
Professionalism, empathy, and alignment with Ceresti’s caregiver-focused mission.
Account & Partner Support: Provides responsive, reliable support to home care partners and other accounts. Builds trust through follow-through, professionalism, and clear communication.
Operational Execution: Executes repeatable workflows accurately and consistently. Supports process adherence and timely issue resolution.
Problem Solving: Identifies issues early, gathers necessary information, and escalates appropriately while supporting resolution.
Communication & Collaboration: Communicates clearly and empathetically with partners and internal teams; adapts communication style to audience and situation.
Caregiver-Centered Thinking: Keeps caregiver experience at the forefront when supporting partners and resolving issues.
Continuous Improvement Mindset: Contributes ideas and feedback to improve tools, workflows, and partner experience over time.

Nice To Haves

Experience with:
CMS programs, particularly the GUIDE Model
Healthcare vendor, partner, or account management
Respite care or community-based services
Exposure to dementia care or family caregiver support.
Experience in a start-up or high-growth healthcare environment.

Responsibilities

Support the onboarding of new home care agencies and other partners by assisting with workflow setup, documentation, and training coordination.
Reinforce partner understanding of Ceresti processes including referrals, documentation, scheduling and billing workflows, and communication pathways.
Provide day-to-day onboarding support and handoff coordination in partnership with the Home Care and Channel Partnerships Manager
Serve as a primary operational point of contact for assigned home care partners and designated partnerships.
Maintain regular communication with partners to support service delivery and referral execution.
Respond to partner questions and requests; triage and escalate issues as needed.
Support relationship-building efforts to strengthen engagement, responsiveness, and alignment with Ceresti expectations.
Assist with troubleshooting operational challenges such as scheduling delays, staffing gaps, missed visits, or documentation issues.
Coordinate with internal teams to ensure partner needs are addressed efficiently.
Help ensure seamless coordination between Ceresti and partners to support timely respite delivery.
Monitor and track partner performance metrics including referral response times, in-home assessment and respite fulfillment, documentation accuracy, and caregiver feedback.
Prepare summaries and insights for regular partner check-ins and internal reviews.
Identify trends, risks, or recurring issues and escalate findings to the Home Care and Channel Partnerships Manager
Support partner adherence to CMS GUIDE documentation and reporting requirements.
Assist with recovery of visit notes, service logs, and required submissions.
Participate in audit preparation, quality reviews, and operational risk mitigation efforts.
Maintain accurate partner records including contacts, service areas, and quality.
Support in-home assessment and respite referral workflows and updates across systems.
Assist with contracting support and renewal preparation as directed.
Provide feedback to Ceresti leadership on partner workflows, tools, and process improvements.
Collaborate with Care Team leadership to ensure caregivers receive consistent, high-quality respite support.
Contribute to cross-functional initiatives supporting GUIDE expansion and broader partnership growth.