Client Care Advisor

About the Role

The Client Care Advisor plays a critical role in helping families navigate one of the most important decisions they'll make: choosing the right care for a loved one. This role combines consultative sales, care coordination, and ongoing relationship management to guide families from initial inquiry through service start and beyond.

• Lead high-quality consultations to understand each client's needs, urgency, and readiness, and translate that into clear, appropriate care plans.
• Accountable for moving families from inquiry to start, while ensuring a smooth onboarding experience and strong ongoing engagement.
• Beyond the initial decision, you will stay closely connected to clients and families, conducting reassessments, ensuring service quality, and adapting care as needs evolve.
• Partner with scheduling and operations teams to ensure reliable execution, while maintaining high standards for documentation and compliance.

Success in this role is measured by

• Consult-to-start conversion
• Client satisfaction
• Long-term retention

Requirements

• 1+ year of experience in a consultative, client-facing role (e.g., healthcare, senior care, social work, care coordination, or similar)
• Demonstrated ability to guide clients through decisions and drive measurable outcomes (e.g., conversion, retention, service adoption)
• Strong relationship management skills, with experience supporting clients and families over time and adapting to evolving needs
• Experience owning measurable client outcomes. Examples include consult-to-start conversion, client retention, service adoption, or other performance metrics
• Experience leading structured conversations (discovery, needs assessment, recommendations, next steps)
• Ability to partner cross-functionally to deliver services effectively and resolve execution challenges
• Operational discipline, including managing follow-up, tracking performance, and maintaining accurate records
• Experience working with older adults and families or a background in Healthcare Administration, Social Work, Gerontology, or a related field is preferred

Team

Honor’s Owned & Operated (O&O) team runs company-owned Home Instead markets, serving clients directly while also helping shape how care is delivered across the broader network. O&O is where new ideas are tested, processes are refined, and best practices are developed before being shared more widely. Working in O&O means being close to both clients and execution, with the opportunity to influence how operations, consultations, and service quality evolve at scale. It’s a fast-moving environment that blends hands-on impact with the chance to help define the future of home care with Honor.

Leadership Principles

• Relentlessly Focus on Clients: Client Care Advisors start with the client and work backward. They prioritize decisions that improve the client experience, ensure clarity during consultations, and protect service quality over time. Every recommendation, follow-up, and reassessment is grounded in what will best serve the client and their family.
• Always Push: Client Care Advisors set a high bar for consult quality, conversion, and retention. They do not settle for incomplete discovery, passive follow-up, or preventable churn. They continuously raise their own standard of performance and look for ways to improve outcomes.
• Build Trust: CCAs earn credibility quickly with families navigating sensitive and emotional decisions. They communicate clearly, follow through on commitments, and handle complex situations with integrity and respect. Trust is the foundation of conversion, retention, and long-term partnership.
• GSD (Get Stuff Done): CCAs make measurable progress. They move families from inquiry to start, resolve issues quickly, and ensure execution aligns with what was promised. They are action-oriented and accountable for results, not just effort.

Pay

Average annual on-target earnings of $80,000–$95,000, with 20% tied to uncapped monthly commission.

Schedule

~75% travel in the field across San Francisco and the surrounding area, with reliable transportation and flexibility for occasional evenings/weekends.