Client Experience Manager - Home Health Care
17 days ago
Skokie
Job Description Position Summary The Client Experience Manager ensures every client receives exceptional, personalized care from their initial assessment through ongoing service delivery. This role combines relationship management, caregiver leadership, care planning, and quality assurance to promote satisfaction, trust, retention, and operational excellence. Working closely with scheduling, recruiting, and sales, the Client Experience Manager serves as both a client advocate and caregiver leader—overseeing assessments, developing care plans, ensuring smooth onboarding, guiding caregivers in their work, and monitoring ongoing service quality. Core Roles & Responsibilities 1. Assessment & Initial Care Planning • Conduct in-person assessments for new clients to determine services needed to meet physical, social, and emotional needs, • Communicate service recommendations and associated costs clearly to clients and/or POAs, • Assist with contract paperwork as part of onboarding, • Develop the initial care plan and enter all details into WellSky for use by Scheduling, Care Coordination, and On-Call teams, • Ensure assessments are conducted in a way that builds trust, clearly communicates the value of services, and supports a strong rate of clients choosing to begin care 2. Ongoing Care Planning & Updates • Regularly evaluate client care environments, schedules, and tasks to ensure they continue to meet needs, • Update care plans based on client condition, preferences, or environmental changes—frequency determined by individual needs (from weekly to annually), • Engage additional resources when necessary to ensure comprehensive client care 3. Client & Family/POA Relationship Management • Serve as the main point of contact for clients and their families or POAs within assigned territory, • Maintain strong, trust-based relationships and ensure satisfaction with services, • Act as a trusted advisor, offering expert guidance and recommendations for best-in-class in-home care solutions, • Respond promptly to changes in client needs or expectations and coordinate adjustments with internal teams 4. Leadership & Management of Caregiver Team • Provide clear direction, set expectations, and equip caregivers with the necessary tools and resources to succeed, • Foster open dialogue, maintain regular communication, and address concerns promptly, • Conduct annual performance conversations and documentation of needed disciplinary action when appropriate, • Recognize and reward achievements to encourage high performance, • Create a culture of accountability, professionalism, and client-focused service 5. Service Quality, Compliance & Documentation • Ensure all initial and ongoing client documentation is complete, accurate, and compliant with IDPH licensure requirements, • Keep WellSky updated with detailed and timely notes on caregiver performance, client changes, and communications, • Complete and document all client visits on or before scheduled deadlines, • Conduct caregiver performance evaluations and document disciplinary actions when necessary, • Maintain up-to-date and accurate records in all areas of responsibility 6. Collaboration & Communication • Partner with Scheduling Coordinators to maintain consistency in caregiver-client matches, • Collaborate with Recruiting, Scheduling, and Sales teams to align client needs with caregiver skills and availability, • Share timely updates with internal teams to ensure smooth service delivery and proactive adjustments 7. Continuous Improvement & Accountability • Participate in weekly team meetings, one-on-ones, and quarterly planning sessions, • Complete meeting to-dos and assigned projects on time, • Full-time, salaried position ($65,000–$68,000 annually), • Hybrid schedule: 50% remote, 50% fieldwork, plus in-office twice per month in Northbrook Includes participation in weekend care coordination coverage approximately six times per year (one Saturday or Sunday per occurrence) Benefits • Medical, Dental, Vision, and Life Insurance, • Paid Time Off for Sick Days and Vacation, • Holiday Pay, • Short-Term and Long-Term Disability, • 401(k) Plan with company contributionCompany DescriptionOpen Arms Solutions provides Home Services (personal care, companionship, daily living assistance) and Home Nursing (medication management, medication setup, nursing support) to aging, ill, or recovering clients in their homes and within senior living communities.Open Arms Solutions provides Home Services (personal care, companionship, daily living assistance) and Home Nursing (medication management, medication setup, nursing support) to aging, ill, or recovering clients in their homes and within senior living communities.