Client Services Advisor

Responsibilities

• Serve as the primary point of contact for inbound referrals via phone, email, and web.
• Own the intake process from first contact through internal handoff, ensuring timely and accurate information sharing.
• Enter and manage referral and client data in HubSpot, tracking all follow-up and documentation.
• Communicate with clarity, empathy, and clinical credibility to prospective clients, family members, and referral sources.
• Maintain responsive relationships with community partners and providers.
• Serve as a reliable, knowledgeable resource for prospective clients and referral partners during some of the most uncertain moments of their lives.
• Coordinate and schedule consultations, including pre-visit and post-visit follow-up.
• Triage urgent calls and provide temporary support to clients when immediate attention is required.
• Collaborate with the Manager of Client Relations and leadership to ensure seamless assignment to the appropriate care manager.
• Maintain clean, up-to-date records in HubSpot, including intake progress, referral activity, and client engagement data.
• Aid in reporting on case closures, client enrollments, and quality assurance metrics.
• Conduct post-service check-ins and administer closed-case surveys.
• Identify and flag trends or concerns that impact client satisfaction or operational efficiency.
• Participate in regular virtual check-ins and monthly in-person team days.
• Attend quarterly staff meetings and other in-person sessions as scheduled.

Qualifications

• Background in care management, elder care, or a related clinical or social services setting.
• Experience in an intake role, ideally within a care management practice, home care agency, or similar organization.
• Excellent communication skills with the ability to navigate sensitive, emotionally complex conversations.
• Strong organizational follow-through and attention to detail.
• Comfort managing data and intake workflows in a CRM system.
• Calm, solution-oriented presence under pressure.
• Ability to work independently in a remote environment while staying closely engaged with a collaborative team.

Benefits

Comprehensive benefits and employee perks include:

• Competitive compensation
• Flexible work schedules and hybrid work opportunities
• Health, dental, and vision insurance
• Professional development support and continuing education reimbursement
• A collaborative, inclusive culture focused on employee well-being and growth

In accordance with the Massachusetts Pay Transparency Act, the expected salary for this position starts at $75,000 annually. Actual compensation may vary based on factors such as licensure, years of experience, and other relevant qualifications.