Client Care Advisor

About the Role:

The Client Care Advisor plays a critical role in helping families navigate one of the most important decisions they'll make: choosing the right care for a loved one. This role combines consultative sales, care coordination, and ongoing relationship management to guide families from initial inquiry through service start and beyond.

You will lead high-quality consultations to understand each client's needs, urgency, and readiness, and translate that into clear, appropriate care plans. You are accountable for moving families from inquiry to start, while ensuring a smooth onboarding experience and strong ongoing engagement.

Beyond the initial decision, you will stay closely connected to clients and families, conducting reassessments, ensuring service quality, and adapting care as needs evolve. You will partner with scheduling and operations teams to ensure reliable execution, while maintaining high standards for documentation and compliance.

Success in this role is measured by consult-to-start conversion, client satisfaction, and long-term retention. High performers combine empathy and strong judgment with a results orientation - building trust quickly, creating appropriate urgency, and helping families take action with confidence.

This role includes significant time in the field, including in-person consultations, service starts, and quality visits. It also requires navigating sensitive family dynamics, urgent needs, and occasional after-hours situations

This role requires ~75% travel in the field in San Francisco, with reliable transportation and flexibility for occasional evenings/weekends. This role offers annual on-target earnings of $99,000-$121,000, with 20% tied to uncapped monthly commission.

About the Team:

Honor's Owned & Operated (O&O) team runs company-owned Home Instead markets, serving clients directly while also helping shape how care is delivered across the broader network. O&O is where new ideas are tested, processes are refined, and best practices are developed before being shared more widely. Working in O&O means being close to both clients and execution, with the opportunity to influence how operations, consultations, and service quality evolve at scale. It's a fast-moving environment that blends hands-on impact with the chance to help define the future of home care with Honor.

As a Client Care Advisor at Honor, you will:

• Own consult-to-start conversion by conducting high-quality consultations and proactively guiding families to timely decisions
• Lead successful service starts by aligning expectations, coordinating care setup, and mitigating onboarding risks
• Drive retention and growth through ongoing client engagement, reassessments, and care plan adjustments
• Serve as a trusted advisor to families, helping them navigate complex care decisions with clarity and confidence
• Partner cross-functionally with scheduling, operations, and Care Pros to ensure consistent, high-quality service delivery
• Use data and systems to manage your portfolio, track performance, and maintain accurate documentation
• Contribute to referral relationship growth and local market reputation as needed

We're looking for you to bring:

• 1+ year of experience in a consultative, client-facing role (e.g., healthcare, senior care, social work, care coordination, or similar)
• Demonstrated ability to guide clients through decisions and drive measurable outcomes (e.g., conversion, retention, service adoption)
• Strong relationship management skills, with experience supporting clients and families over time and adapting to evolving needs
• Experience owning measurable client outcomes. Examples include consult-to-start conversion, client retention, service adoption, or other performance metrics.
• Experience leading structured conversations (discovery, needs assessment, recommendations, next steps)
• Ability to partner cross-functionally to deliver services effectively and resolve execution challenges
• Comfort working within structured systems and tools (e.g., CRM, documentation standards, defined consult frameworks, Microsoft Office, Salesforce or similar)
• Operational discipline, including managing follow-up, tracking performance, and maintaining accurate records
• Ability to spend ~75% of time in the field, with reliable transportation and flexibility for occasional evenings/weekends.
• Experience working with older adults and families or a background in Healthcare Administration, Social Work, Gerontology, or a related field is preferred

Leadership Principles:

Honor's Leadership Principles are the foundation of translating our mission into action. These principles define how we show up and make decisions, and how we hire, develop and grow talent.

While Honor has 13 leadership principles, the following are particularly relevant to this role:

• Relentlessly Focus on Clients: Client Care Advisors start with the client and work backward. They prioritize decisions that improve the client experience, ensure clarity during consultations, and protect service quality over time. Every recommendation, follow-up, and reassessment is grounded in what will best serve the client and their family.
• Always Push: Client Care Advisors set a high bar for consult quality, conversion, and retention. They do not settle for incomplete discovery, passive follow-up, or preventable churn. They continuously raise their own standard of performance and look for ways to improve outcomes.
• Build Trust: CCAs earn credibility quickly with families navigating sensitive and emotional decisions. They communicate clearly, follow through on commitments, and handle complex situations with integrity and respect. Trust is the foundation of conversion, retention, and long-term partnership.
• GSD (Get Stuff Done): CCAs make measurable progress. They move families from inquiry to start, resolve issues quickly, and ensure execution aligns with what was promised. They are action-oriented and accountable for results, not just effort.

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