Director, Client Care

Place 2B Properties; Waynesboro (VA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k)

Paid Time Off (PTO)

Comprehensive healthcare benefits

Company vehicle

Company cell phone

Performance bonus opportunities

Job summary

Visiting Angels in the United States is seeking a Client Intake & Community Relations Manager to grow client base and partnerships. You will lead client intake and sales efforts, manage consults and assessments, and coordinate with care teams to start services smoothly.

You will build relationships with hospitals, home health agencies, and physicians, drive referral opportunities, and represent the agency at community events while meeting measurable sales goals.

Qualifications

• 5+ years of marketing, sales, business development, account management, or relationship-management experience.
• Strong ability to build relationships and convert inquiries into clients.
• Comfortable discussing services and pricing with seniors and families.
• Proficient with CRM systems and common office software.

Responsibilities

• Respond promptly to new client inquiries and follow up with prospective clients.
• Educate families about services, pricing, and the process for starting care.
• Schedule in-home consultations and assessments.
• Build trust by listening and recommending appropriate services.
• Maintain a CRM and track lead-to-client conversions.
• Meet conversion goals and manage referral relationships.
• Develop relationships with hospitals, home health agencies, and senior-serving organizations.
• Represent Visiting Angels at events and outreach opportunities.
• Collaborate with nursing and operations for smooth onboarding.
• Track referral activity and report results.

Skills

Marketing & Sales experience

Senior care industry experience

Relationship-building

Communication skills

Sales discussions with seniors & care

Empathy

Self-motivation

Time management

Goal-oriented

Adaptability to software

Industry terminology knowledge

Tools

CRM systems

Microsoft Office

Google Apps

Job description

About Visiting Angels

Visiting Angels is a trusted leader in non-medical home care, helping seniors remain safe, independent, and comfortable in their own homes. Our team provides personalized support with activities of daily living while giving families confidence and peace of mind.

We are seeking a motivated, relationship-driven professional to join our team as a Client Intake & Community Relations Manager. This position plays a key role in growing our agency by converting prospective clients into active clients and developing strong relationships with healthcare and senior-care referral partners throughout the community.

Position Overview

This role has two primary areas of responsibility:

Client Intake & Sales: Manage prospective clients and families from the initial inquiry through consultation, assessment, and start of care. The goal is to provide an exceptional experience while effectively communicating the value of Visiting Angels services and converting qualified inquiries into new clients.

Community & Referral Partner Development: Build and maintain strategic relationships with healthcare professionals and organizations that serve older adults, including hospitals, rehabilitation centers, home health agencies, hospice organizations, senior living communities, physicians, geriatric care managers, and other community partners.

The ideal candidate is proactive, personable, organized, comfortable with sales goals, and passionate about helping seniors and their families navigate care decisions.

Key Responsibilities

Client Intake & Sales

• Respond promptly to new client inquiries and maintain consistent follow-up with prospective clients and families.
• Educate families about Visiting Angels services, care options, pricing, and the process for beginning care.
• Schedule and participate in in-home consultations and assessments.
• Build trust with prospective clients and families by listening carefully to their concerns, understanding their needs, and recommending appropriate services.
• Maintain an organized pipeline of prospective clients and conduct ongoing follow-up with leads who are not immediately ready to begin services.
• Work toward agency conversion goals, including a 50% overall lead-to-client conversion rate and a 90% assessment-to-client conversion rate.
• Maintain accurate prospect, client, referral source, and conversion information within the agency's CRM and operating systems.
• Coordinate with nursing and staffing teams to ensure a smooth transition from initial inquiry to assessment, caregiver placement, and start of care.
• Ensure required client agreements, documentation, and onboarding materials are completed accurately and promptly.
• Follow up with new clients and families to help ensure a positive start-of-care experience.

Community Relations & Referral Marketing

• Develop and strengthen relationships with referral partners throughout the community.
• Conduct regular outreach to hospitals, rehabilitation centers, skilled nursing facilities, assisted living communities, independent living communities, home health agencies, hospice organizations, physician offices, geriatric care managers, and other senior-serving organizations.
• Position Visiting Angels as a trusted resource and strategic partner for organizations serving seniors and their families.
• Represent Visiting Angels at networking events, healthcare events, senior expos, community programs, educational presentations, and other outreach opportunities.
• Identify new referral opportunities and develop strategies to increase referral volume.
• Maintain consistent communication and follow-up with existing referral partners.
• Track referral activity and identify which relationships and marketing efforts are generating qualified leads and new clients.
• Coordinate marketing materials, promotional items, presentations, and community outreach initiatives.
• Support agency digital and community marketing efforts as needed.
• Assist with promoting and implementing new technology and service offerings, including Constant Companion/Alexa solutions.

Client & Team Support

• Collaborate closely with nursing, staffing, and operations teams to ensure new clients receive the appropriate level of care and a seamless onboarding experience.
• Support caregiver introductions and new client starts when appropriate.
• Maintain accurate and current client documentation.
• Assist with client follow-up, service transitions, and discharge procedures.
• Participate in weekly team meetings and provide updates on leads, assessments, new clients, conversion rates, referral activity, and business-development efforts.
• Visit clients when appropriate during hospital, rehabilitation, or facility stays to maintain relationships and support continuity of care.

Qualifications

• 5+ years of marketing, sales, business development, account management, or relationship-management experience required.
• Experience in senior care, home care, healthcare, senior living, home health, hospice, or a related industry is strongly preferred.
• Demonstrated ability to build relationships and convert prospective customers into clients.
• Strong interpersonal, communication, presentation, and follow-up skills.
• Comfortable discussing services, pricing, and care needs with seniors and their families.
• Compassionate and professional when working with families who may be navigating stressful or emotional situations.
• Self-motivated with the ability to work independently and take initiative.
• Strong organizational and time-management skills with the ability to manage multiple prospects, clients, and referral relationships simultaneously.
• Comfortable working toward measurable sales and conversion goals.
• Proficiency with Microsoft Office, Google applications, CRM systems, and other business technology.
• Ability and willingness to learn new software and technology platforms.
• Basic understanding of senior-care and healthcare terminology preferred.

What Success Looks Like

The successful candidate will:

• Respond quickly and professionally to new inquiries.
• Consistently move qualified prospects toward assessments and starts of care.
• Maintain strong lead and assessment conversion rates.
• Develop meaningful relationships with referral partners.
• Increase qualified referrals and new client starts.
• Maintain consistent follow-up with prospects and community partners.
• Collaborate effectively with operations, nursing, and staffing teams.
• Represent Visiting Angels professionally and positively throughout the community.

Compensation & Benefits

This position offers a competitive salary plus bonus opportunities tied to performance and agency growth.

Benefits include:

• 401(k)
• Paid Time Off (PTO)
• Comprehensive healthcare benefits
• Company vehicle for business-related travel during working hours
• Company cell phone
• Performance bonus opportunities

Join Our Team

If you are a relationship-driven professional who enjoys sales, community engagement, and helping families find solutions for aging loved ones, we would love to hear from you.

At Visiting Angels, you will have the opportunity to make a meaningful difference for seniors and their families while helping grow a trusted home care organization in your community.