Client Care Specialist in Palm Beach County, Florida at CareGivers of America

Title: Client Care Specialist

Department: Client Success (Intake)

Reports To: Client Care Manager

FLSA Status: Full-time/Non-exempt

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Company Overview

At CGA Holdings our referred in-home caregivers provide a range of services aimed at ensuring the comfort, safety and compassionate care of a family’s loved ones. Home care isn’t just tailored for aging seniors seeking care in the comfort of their homes; it’s also a valuable option for those recuperating from surgery, living with special needs, or managing chronic conditions. In-home caregivers can offer both short-term and long-term services, guaranteeing a family’s loved one’s comfort and well-being in the familiar surroundings of their own home, whether their needs call for support over a few months or several years.

Our administrative team plays a significant role in supporting our clients and caregivers. Being a Compassionate Expert is a team commitment with a dedication to delighting every client and to delivering services at the highest level of excellence possible. This position is critical to the growth goals of CGA and RCHH and our commitment to delighting clients every day.

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Position Summary

Reporting to the Client Care Manager, the Client Care Specialist is the first point of contact for prospective clients and referral partners. This role is responsible for answering calls promptly, capturing detailed opportunity information, and moving each prospect efficiently through the CareFunnels intake process. The goal is conversion — turning inquiries into active cases — by demonstrating urgency, professionalism, and compassion Client Care Specialist also participate in initiatives to connect with perspective clients such as monthly nighttime calling where hard to connect clients answer-calls more often.

Key Responsibilities

1.Client & Lead Management

• Respond promptly and professionally to all incoming calls, with a goal of answering within 3 rings during business hours.
• Return missed calls in a timely manner to ensure prospective clients and families receive prompt attention.
• Serve as the primary point of contact for prospective clients and families, providing a warm, compassionate, and knowledgeable experience.
• Actively listen to understand each prospect's care needs, preferences, concerns, and urgency for services.
• Confidently guide conversations by recommending appropriate care schedules, explaining pricing and service options, and identifying opportunities to initiate care.
• Accurately capture all lead information, conversations, and next steps in CRM.
• Take ownership of each inquiry from initial contact through conversion, ensuring a seamless transition to the start of care.

2. Conversion & Follow-Up

• Drive lead-to-client conversion by proactively guiding prospective clients and families through the decision-making process.
• Conduct same day follow up on all pending leads, maintaining consistent communication to move opportunities toward conversion.
• Review and manage lead pipeline throughout the day.
• Coordinate with administrators to confirm availability, establish SOC dates, and expedite client onboarding.
• Confidently recommend care solutions based on the client's needs rather than simply providing information or responding to questions.
• Maintain accountability for lead progression, follow up completion, and individual conversion performance.

3. Outbound Calling

• Complete a minimum of 30 outbound connected calls per day to prospects, referral partners, or pending clients.
• Prioritize outbound activity based on lead status, urgency, and conversion potential.
• Proactively reconnect with prospective clients, identifying and addressing barriers to moving forward.
• Use effective communication, rapport building, and consultative sales techniques to encourage prospects to the next step.
• Track and log each outbound attempt and connection in CRM.

4. Documentation & Task Management

• Maintain accurate, thorough, and timely documentation of all interactions in CRM including care needs, recommendations, objections or concerns, and next steps.
• Create follow-up tasks for all opportunities requiring additional action.
• Maintain 100% data completeness across all client records.

5. On-Call Rotation

• Participate in on call rotation Monday – Friday after 5pm until the following morning 8:30am and weekends during designated dates and times.
• Answer after-hours calls within 30 minutes.
• Enter all on-call leads into CRM promptly with notes.
• Maintain focus on conversion even during off-hours by capturing and advancing leads.

6. Team Collaboration

• Actively participate in weekly team meetings to review conversions, KPIs, and process improvements.
• Demonstrate accountability for daily activity expectations, CRM accuracy, timely follow up, and lead-to-client conversion results.
• Share best practices to improve speed-to-conversion and client satisfaction.
• Continuously strengthen communication, sales, and rapport skills to improve conversion outcomes.

Perform other duties and responsibilities as assigned.

Qualifications

Education & Experience:

• Associate’s degree in business or healthcare administration preferred or equivalent experience
• Minimum 1 year of experience in a customer/client facing role
• Proven track record of converting prospective clients into active clients through effective communication, rapport building, and solutions- oriented approach.

Skills & Competencies:

• Excellent communication and negotiation skills
• Technical Proficiency with Microsoft office and CRM software
• Organizational Skills: Strong organizational and time management abilities to handle documentation, multi-tasking, and follow-up communications efficiently.
• Attention to Detail: Demonstrated ability to accurately process paperwork and client needs
• Problem-Solving: Proven track record of professionally addressing and resolving client concerns in a timely manner
• Team player, positive attitude, proactive and consistent follow through
• Capable of working independently and exercising discretion and independent judgment
• Knowledge Base: Familiarity with private duty homecare services, industry regulations, and insurance/payment processes is strongly preferred.

Work Environment

• Positivity and a commitment to operational excellence, and a willingness to work cross-functionally is critical to ensure each client experiences “best in home care services” each day
• This position is designated as an in-person role.

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EEO Statement

CareGivers of America is an Equal Opportunity Employer and Registry. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable law. Employment decisions are based on qualifications, merit, and business needs.