Client Care Liaison

Role Description

• Drive client acquisition and revenue growth by promoting in-home care services that enable individuals to safely age in place
• Build, manage, and expand a high-performing referral network including hospitals, senior living communities, case managers, and healthcare professionals
• Proactively identify sales opportunities, conduct needs assessments, and present customized care solutions to clients and families
• Own the full relationship lifecycle from initial outreach and lead conversion to onboarding and ongoing client satisfaction
• Serve as a trusted advisor and primary point of contact for families, guiding them through care decisions while ensuring a seamless transition to services
• Partner with internal teams to deliver exceptional client experiences that drive retention, repeat business, and additional referrals
• Meet or exceed defined sales, referral, and revenue growth targets

Coordination with Internal Team

• Ensure timely and accurate setup of client profiles in AxisCare to support efficient onboarding and accelerate conversion from referral to active client
• Partner closely with Client Care Coordinators to align client needs with caregiver placements, ensuring a strong match that drives client satisfaction and long-term retention
• Maintain proactive communication with internal teams to quickly resolve service issues and prevent disruptions that could impact client experience or revenue
• Stay actively engaged with clients, families, and care teams during any interruption in services (e.g., hospitalization, travel) to facilitate a seamless restart of care and minimize loss of business
• Identify and act on opportunities to expand service utilization and support account growth based on client needs

New Client Onboarding

• Lead a seamless and timely onboarding process that converts new clients into active services quickly and reinforces their decision to choose care
• Ensure all required documentation (e.g., signed consents, client information) is completed and uploaded in AxisCare prior to start of care to prevent delays in service initiation
• Capture detailed and accurate client information in AxisCare to support personalized care planning and a strong first client experience
• Complete and verify all aspects of the client profile, including:
• Profile details, priority notes, responsible parties, billing class, and long-term care information (if applicable)
• Financial and wallet information
• Relevant healthcare details, including diagnoses and medical history
• Recent incidents or hospitalizations
• Activities of Daily Living (ADLs) and client preferences
• Deliver a high-touch onboarding experience focused on responsiveness, clear communication, and expectation setting to build trust and drive long-term retention
• Educate clients and families on available tools (e.g., AxisCare family portal) to increase engagement and satisfaction
• Establish clear communication protocols, including preferred contact methods and after-hours procedures
• Reinforce value throughout onboarding by identifying opportunities to optimize service plans and support long-term client retention and growth

Existing Client Management

• Deliver a high-touch client experience that drives satisfaction, retention, and long-term revenue growth
• Establish and maintain clear communication expectations with clients and families, including preferred contact methods and after-hours procedures
• Conduct regular, proactive check-ins to:
• Ensure service quality and address concerns in real time
• Strengthen relationships with clients and families
• Identify and act on opportunities to increase service utilization and strengthen long-term client relationships
• Complete in-home or bedside visits, as appropriate, to deepen trust, reinforce value, and uncover additional service opportunities
• Actively manage clients on service hold and warm prospects by maintaining consistent follow-up and re-engagement efforts
• Reconvert paused or delayed clients into active services, minimizing lost revenue
• Maintain persistence in follow-up until a clear decision is communicated
• Accurately document all client interactions in AxisCare to support continuity, relationship management, and future sales opportunities

Internal Team Collaboration

• Actively participate in monthly in-person team meetings to review performance, priorities, and business development initiatives
• Attend weekly meetings with Client Care Coordinators to review new referrals, active clients, and pipeline opportunities to support timely conversion and service delivery
• Maintain daily communication with Client Care Coordinators and Registered Nurses to ensure alignment on new admissions, active cases, and client needs
• Collaborate with internal teams to address caregiver performance feedback and service concerns that may impact client satisfaction and retention
• Maintain accurate, real-time documentation in AxisCare following all client and referral interactions to support continuity, accountability, and pipeline visibility

Systems Utilized

• AxisCare
• Core Fax
• Outlook
• Message Desk

Core Competencies

• Strong communication skills with the ability to engage effectively with clients, families, and professional referral partners
• Empathetic and client-centered approach, balanced with a results-driven mindset focused on service quality and retention
• Ability to engage and influence a wide range of referral sources, clients, and internal teams in a fast-paced, relationship-driven environment
• Strong time management and prioritization skills in a fast-paced, deadline-driven environment
• High level of accountability with consistent follow-through on commitments and opportunities
• Reliable, responsive, and proactive in driving both client experience and business outcomes