Client Care Specialist

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.

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 Care Funnels 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

• 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…