Care Manager

Senior Helpers of Annapolis; Arnold (MD); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Paid Time Off

Paid holidays

401(k) company matching

Pay On Demand

Health Insurance

Dental Insurance

Vision Insurance

Short term & Long-term Disability

Life Insurance

Professional development

Job summary

Senior Helpers of Annapolis is seeking a dedicated Client Services and Operations Manager to lead client services, caregiver coordination, and on-call support. You will drive scheduling, onboarding, and performance reviews in a collaborative, mission-driven environment.

You will partner with sales, office staff, and marketing to ensure exceptional care for seniors while maintaining strong margins and professional standards.

Qualifications

• Prior experience in the senior home care industry.
• Proficiency with Microsoft 365 applications (Outlook, Word, Excel, Teams).
• Experience with WellSky and Hireology (preferred).
• Strong organizational and time-management skills with the ability to balance priorities.
• Excellent communication and relationship-building skills.
• Demonstrated ability to manage performance, accountability, and operational metrics.
• Comfort with on-call responsibilities and occasional non-traditional work hours.
• Maintain professionalism, confidentiality, and consistency in high-pressure situations.

Responsibilities

• Oversee client services management to ensure commitments are met and client satisfaction.
• Achieve 100% fill-rate through scheduling, resources, and team collaboration.
• Onboard new clients quickly with Strategic Scheduling.
• Conduct 1:1 caregiver performance reviews and client satisfaction checks.
• Ensure effective introductions and clear communication with staff and leadership.
• Monitor billing and payroll rates to maintain strong gross margins.
• Collaborate with Business Development for smooth sales-to-service transitions.
• Coordinate caregiver hiring, interviewing, and onboarding with the Office Manager.
• Lead in-person interviews and align offers with company goals.
• Coordinate with Marketing on caregiver/client content and feedback.

Skills

Client services

Care coordination

Scheduling

Operations management

Microsoft 365

Communication

On-call

Tools

WellSky

Hireology

Job description

Overview

Do you thrive on building meaningful relationships and leading with purpose? Join a team where your experience, compassion, and leadership directly impacts the quality of care we provide to seniors in our community.

CNAs Encouraged to Apply!

Key Responsibilities

Client Services Management

• Ensure all commitments made to clients are fully met and maintained.
• Achieve and sustain a 100% fill-rate through effective use of Strategic Scheduling, Field Resources/Support, and Office Team collaboration.
• Partner with Strategic Scheduling to onboard new clients as quickly and efficiently as possible.
• Conduct regular 1:1 meetings to assess caregiver performance and client satisfaction.
• Ensure 100% execution of client and caregiver introductions, with clear communication to the office staff and leadership team.
• Maintain strong gross profit margins by accurately entering and monitoring billing and payroll rates.

Caregiver Support, Engagement, and Accountability

• Foster a supportive and nurturing environment for caregivers while maintaining clear accountability standards.
• Execute annual caregiver reviews to support engagement, development, and retention.
• Effectively match client needs with caregiver availability, skills, experience, and overall fit.
• Manage caregiver turnover by ensuring consistency in schedules, hours, and expectations whenever possible.

Plan, organize, and host caregiver appreciation and engagement activities (e.g., pizza parties, recognition events) to promote morale, connection, and team culture.

On-Call Responsibilities

• Actively participate in the Operations Team’s on-call phone rotation.
• Ensure all caregiver call-offs are filled promptly; may be required to cover shifts personally when necessary.
• Ensure all introductions and shift coverage changes are communicated clearly and executed effectively.

Team Collaboration & Support

• Coordinate closely with Business Development to ensure smooth transitions from sales to service delivery.
• Collaborate with the Office Manager regularly on caregiver hiring and onboarding efforts, including:
• Assist with reviewing screened applicants and providing input on candidates to move forward to in‑person interviews
• Leading in‑person interviews to assess caregiver fit, experience, and client alignment
• Aligning on offer details such as pay rates, availability, and start dates with company goals and objectives
• Coordinating a smooth transition from hiring to onboarding to ensure caregivers are set up for success
• Work closely with Marketing to:
• Collaborate on caregiver and/or client social media post content
• Provide feedback from the field to refine messaging and campaigns

As a growing organization, responsibilities may evolve over time. We are seeking someone who is a true team player—flexible, supportive, and willing to step in where needed to ensure the best outcomes for seniors, families, caregivers, and staff.

Qualifications

• Prior experience in the senior home care industry
• Proven experience in client services, care coordination, scheduling, or operational management
• Proficiency with Microsoft 365 applications (Outlook, Word, Excel, Teams, etc.) is required.
• Experience with WellSky and Hireology (preferred)
• Strong organizational and time-management skills with the ability to balance competing priorities
• Excellent communication and relationship-building skills
• Demonstrated ability to manage performance, accountability, and operational metrics
• Comfort with on-call responsibilities and occasional non-traditional work hours
• Ability to maintain professionalism, confidentiality, and consistency in high-pressure situations

Why Join Senior Helpers of Annapolis?

• Be part of a respected, mission‑driven senior care organization
• Play a key role in helping seniors live safely and comfortably at home
• Work in a collaborative environment with strong leadership support
• Grow professionally within a nationally recognized brand

Additional Benefits

• Paid Time Off
• Paid holidays
• 401(k) company matching
• Pay On Demand
• Health Insurance
• Dental Insurance
• Vision Insurance
• Short term & Long-term Disability
• Life Insurance
• Professional development and training opportunities

Salary range: $45,000 - $55,000 per year

We are an equal opportunity employer and prohibit discrimination/harassment on the basis of race, color, religion, age, sex, national origin/ancestry, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, marital status, uniformed services status, or any other characteristic protected by federal, state or local laws. We are a Drug-Free Workplace and due to the nature of our work, candidates are expected to successfully pass a background check.