Job Description

JOB DESCRIPTION Job Title: Client Experience Advocate Reports to: VP of Operations PURPOSE The Client Experience Advocate plays a key role in promoting satisfaction, retention, and relationship-building between our clients, field staff, and office team. This position proactively supports quality of care and employee engagement through meaningful follow-up, consistent communication, and problem-solving that keeps both clients and caregivers supported, valued, and heard. Key Responsibilities: Client Relations * Conduct regular in-home visits and/or satisfaction check in calls to observe and evaluate caregiver performance, ensuring care is delivered according to care plans, clinical standards, and regulatory requirements. (24/7/30 Touchpoints) * Respond to & resolve client concerns with professionalism and urgency * Monitor feedback and trends to anticipate client dissatisfaction or service risks * Document interactions, feedback, and resolutions in client files * Collaborate with care team to address training and/or quality gaps * Support both skilled and non-skilled staff & clients with orientation to services including welcome calls or visits * Review incidents and service concerns, and deliver the information to leadership * Conduct Living Room Visits as needed * Handle inbound calls/referrals for intake as needed Caregiver & Nurse Engagement & Retention * Welcome new field staff and conduct 24/7/30 Touchpoints * Maintain ongoing communication with field caregivers to ensure they feel supported, heard, and equipped for success * Recognize outstanding field staff performance through verbal praise, written acknowledgments, and participation in recognition programs. Using but not limited to Reaching for the Stars * Support retention by addressing concerns promptly, advocating for caregivers’ and nurse’s needs, and identify and report early warning signs of caregiver disengagement or burnout * Collaborate with HR and clinical leadership to implement retention strategies, training opportunities, and caregiver appreciation efforts * Monitor turnover trends and field staff satisfaction, identifying and escalating key concerns or areas for improvement * Participate in caregiver surveys, engagement initiatives, and exit interviews to inform us of continuous improvement in field staff experience * Assist in the recognition of awards and appreciation efforts * Conduct exit interviews and analyze themes for turnover reduction Reporting & Strategy: * Maintain satisfaction and retention metrics and report to leadership at least monthly * Recommend & lead improvements to employee engagement and service delivery * Develop creative solutions and initiatives to foster a culture of appreciation and accountability Preferred Qualifications * 2+ years in home care, healthcare, or customer service settings * Strong interpersonal, conflict-resolution, and communication skills * Empathy, discretion, and professionalism in all client/staff interactions * Organizational and time management skills with attention to follow-through * Proficiency in agency software (e.g., ABS, Microsoft Office etc.) or ability to learn quickly

Job Tags

Full time, Work at office,

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