Client Experience Advocate

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