Client Manager

Summary

Join Honor, a leading home care network, as a Client Manager and contribute to our mission of expanding the world’s capacity to care. You will proactively create seamless, high-quality experiences for clients by coordinating with partner agencies. This role involves managing partner relationships, providing exceptional service to clients and caregivers, and partnering across Honor to deliver a seamless experience. You will need 3+ years of experience in client or patient management or demanding customer service, strong ownership, and excellent communication skills. Honor offers a competitive salary, equity, 401k matching, comprehensive health benefits, generous time off, and various other perks. This is a remote-friendly position with opportunities for in-person collaboration in select locations.

Requirements

• 3+ years of experience working in a complex client or patient management position or demanding customer service role
• Strong sense of ownership and a track record of managing processes with strong attention to detail
• Ability to work autonomously and effectively prioritize competing tasks
• Demonstrated ability to collaborate and get things done by working through others
• Strong commitment to providing the highest quality of care and sensitivity to client needs along with exceptional customer service and client orientation
• Excellent communication and listening skills, particularly via the phone
• Positive and can-do attitude
• Confidence and creative problem-solving skills
• Ability to work in a fast-paced environment
• Flexibility and availability to occasionally respond on evenings or weekends

Responsibilities

• Manage partner relationships
• Coordinate with partner agencies to understand client needs and requirements, and translate them into care plans and actionable next steps
• Work in tight coordination with partner agencies providing real-time updates and regular check-ins on client status, issues or changes
• Triage partner requests and manages expectations appropriately
• Provide exceptional service to clients and caregivers
• Guide clients and their families through the entire care process - from the start of care to end of service
• Build relationships with clients through regular check-ins and by managing their care including changes in schedule or care plan
• Build relationships with CarePros (care providers) in your area to facilitate quality matches between CarePros and clients
• Collect and provide direct feedback and coaching to CarePros as required
• Effectively prioritize work daily in partnership with Honor’s Frontline support team
• Work with the support team to manage real-time updates to client on any questions, issues, or changes
• Drive scheduling and staffing in close coordination with the staffing team to ensure the client has a consistent and reliable schedule
• Work cross-functionally to provide feedback and support to other internal efforts such as Care Pro admin/HR
• Manage escalations and challenging care situations including investigation and stakeholder management

Benefits

• Equity
• 401K with up to a 4% match
• Medical, dental and vision coverage including zero cost plans for employees
• Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option
• Generous time off program
• Mental health benefits
• Wellness program
• Discount program