Client Services Manager

Home Instead; Portland (OR); On-site; USD 65,000 - 90,000; Full time

Job summary

Home Instead is seeking a Client Care Manager to lead our Client Care team while maintaining a portfolio of clients. This leadership role shapes the client journey from first contact to ongoing quality assurance and retention.

You will coach colleagues, drive conversions, conduct in-home consultations, and manage a caseload while collaborating with Scheduling, Recruiting, HR, and Operations to ensure exceptional client experiences.

Qualifications

• Bachelor's degree or equivalent experience.
• Leadership experience preferred.
• Experience working with older adults or healthcare.
• Valid driver’s license with reliable transportation.
• Ability to travel throughout the service area for client visits.

Responsibilities

• Lead and coach the Client Care team.
• Drive service inquiry and care consultation conversion rates.
• Conduct in-home Care Consultations.
• Manage a client caseload.
• Lead Quality Assurance visits.
• Identify opportunities to enhance client care.
• Resolve client and family concerns with empathy and professionalism.
• Collaborate closely with Scheduling, Recruiting, HR, and Operations.
• Monitor team performance and develop employees through coaching and accountability.

Skills

Leadership experience

Communication skills

Coaching

Relationship building

Education

Bachelor's degree or equivalent experience

Job description

Company Description

Home Instead is the world’s leading provider of in-home care, supporting older adults to live safely and independently at home while maintaining a high quality of life. The organization offers a range of services, from occasional respite care to full-time support, delivered by carefully selected Care Professionals to give families confidence and peace of mind. Backed by its parent company, Honor Technology, Home Instead combines innovative home care solutions with a long-standing commitment to compassionate service. With over 30 years of experience, the company is focused on reshaping the aging experience through personalized, reliable care. Our team is passionate about helping older adults thrive at home while providing peace of mind to families. We’re looking for an experienced leader who is equally passionate about people, service excellence, and coaching others to succeed.

If you love developing teams, building relationships with families, solving problems, and creating exceptional client experiences, we’d love to meet you.

Role Description

As our Client Care Manager, you’ll lead our Client Care team while maintaining your own portfolio of clients. This is a working leadership role where you’ll influence every step of the client journey—from the first phone call through ongoing quality assurance and retention.

You’ll be responsible for:

• Leading and coaching the Client Care team
• Driving service inquiry and care consultation conversion rates
• Conducting in-home Care Consultations
• Managing a client caseload
• Leading Quality Assurance visits
• Identifying opportunities to enhance client care
• Resolving client and family concerns with empathy and professionalism
• Collaborating closely with Scheduling, Recruiting, HR, and Operations
• Monitoring team performance and developing employees through coaching and accountability

We’re Looking For Someone Who

• Has leadership experience managing people and performance
• Enjoys coaching others toward excellence
• Thrives in a fast-paced environment
• Is organized and highly accountable
• Has exceptional communication skills
• Loves building lasting relationships
• Can confidently navigate difficult conversations
• Is solutions-oriented and proactive
• Is passionate about serving older adults

Preferred Experience

• Case management
• Client services
• Nursing home or assisted living management
• Home health
• Senior living

Qualifications

• Bachelor's degree or equivalent experience
• Leadership experience preferred
• Experience working with older adults or healthcare
• Valid driver’s license with reliable transportation
• Ability to travel throughout the service area for client visits