Client Care Manager Lead

What You’ll Be Doing

• Lead the Walnut Creek and Oakland Client Care Manager (CCM) teams
• Mentor, coach, and support CCM staff through regular feedback and development
• Develop and maintain strong relationships with all cross-functional teams
• Act as the primary point of contact for escalated client issues and concerns
• Partner with conduct performance management and accountability conversations as needed
• Foster a collaborative, service-oriented, and high-performance team culture
• Monitor and track open ongoing schedules for all CCMs to drive consistency
• Manage CCM on-call schedules, holiday on-call, and coverage planning
• Aid in escalation management and urgent staffing coordination as needed and escalate to GM when needed
• Review and enforce adherence to Hillendale Client Experience protocols and standards
• Identify operational improvement opportunities and implement best practices
• Facilitate pipeline reviews, weekend update reviews, stand-up meetings, and operational check-ins
• Prepare and submit monthly and quarterly CCM bonus recommendations to the General Manager
• Partner with General Manager to track team productivity, scheduling performance, and operational metrics
• Manage weekly billing corrections to ensure accuracy and timely resolution of discrepancies
• Work with the General Manager on strategic initiatives including facility relationship development, client retention improvement efforts, operational projects, online review collection, and overall service enhancement initiatives
• Manage and hold the CCM team accountable for maintaining accurate, timely, and consistent updates within hospital, facility, and GCM tracking systems and reports
• Local travel up to 25% of the work week, with primary support in our Walnut Creek office and ongoing support to our Oakland office.

Hillendale Provides

• $100,000 - $110,000 base salary DOE with quarterly bonus incentive
• Full-time opportunity with a growing company and innovative team
• Healthcare benefits
• 401(k) plan
• Paid time off
• Company holidays
• Fun, collaborative work environment

Requirements

• High School Diploma; Bachelor's Degree a plus
• Prior in-home care or senior care industry experience
• Proficiency with Google Workspace apps (Google Docs, Sheets, Slides, Gmail) or MS Office Suite
• Experience with WellSky or similar home care software platforms preferred
• Experience supervising, coaching, mentoring, or managing a team