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