Client Experience Advocate Job at BrightStar Care of Louisville, Louisville, KY

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  • BrightStar Care of Louisville
  • Louisville, KY

Job Description

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

Job Tags

Full time,

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