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,