Account Manager - Home Care Agency - Remote​/Hybrid

About The Role

Hands at Home Care Services is hiring a Client Services Account Manager to support clients, families, caregivers, and referral partners in a fast-paced home care environment.

This is a relationship-based, operations-focused role for someone who enjoys client care coordination, account management, lead conversion, referral development, care planning, and problem-solving.

This is not a routine desk job and it is not a simple sales position. The Account Manager is responsible for managing an assigned client book, staying current on client needs and changes, supporting safe care, maintaining strong family relationships, helping convert qualified leads into new clients, and working closely with Scheduling, Recruiting, HR, Billing, and Operations.

The right person is compassionate, organized, proactive, comfortable with accountability, and able to manage competing priorities with good judgment.

As a Client Services Account Manager, you will:

• Serve as the primary relationship manager for assigned home care clients and families.
• Conduct client assessments and help create individualized care plans.
• Review client updates, care notes, memos, and family/caregiver concerns to identify changes in condition or service needs.
• Maintain awareness of high-risk clients, active client changes, care plan updates, caregiver fit, and open follow-up.
• Follow up with families regarding client concerns, service satisfaction, changes in condition, and care plan needs.
• Identify when a client's care needs may be changing or may require escalation.
• Partner with Scheduling to support caregiver matching, continuity of care, and service stability.
• Convert qualified company-generated leads into safe, sustainable new client starts.
• Follow up with warm leads and document next steps.
• Build referral relationships with care managers, hospitals, rehab centers, senior living communities, social workers, and community partners.
• Identify current-client expansion opportunities and ask for referrals when appropriate.
• Use home care software, CRM/tracking tools, Google Workspace, and approved productivity tools to stay organized.
• Participate in AM meetings, supervisory check-ins, client safety reviews, and shared on-call support.
• Document meaningful client, family, lead, referral, and care plan activity accurately and timely.

This is a salaried ownership role. Most client calls, caregiver visits, meetings, and operational issues happen during normal business hours, so the 8 AM–5 PM window can be busy and interruption-heavy.

Success in this role requires strong time management. You will need to structure your day so that client follow-up, care note review, documentation, lead follow-up, referral outreach, and care plan work are completed. Some focused work may happen during quieter parts of the day or during shared on-call periods.

This does not mean you are expected to be available at all hours. It does mean you are expected to manage your responsibilities with autonomy, follow-through, and good judgment.

You should be comfortable with a role where priorities can shift quickly. Client safety and urgent family concerns come first, but growth, documentation, and follow-up still need to move forward.

The Account Manager role focuses on:

• Client safety and retention
• Client relationship management
• Care plan accuracy
• Lead conversion and new client starts
• Referral development and community outreach
• Current-client expansion
• Cross-department coordination
• Documentation and follow-through

You may be a strong fit if you are:

• A natural relationship builder who communicates with empathy and professionalism.
• Organized, reliable, and able to manage multiple priorities.
• Proactive and comfortable taking ownership without waiting for step-by-step direction.
• Skilled at follow-through and documentation.
• Comfortable speaking with older adults, families, caregivers, and professional referral partners.
• Able to balance compassion with accountability.
• Comfortable using technology, spreadsheets, CRMs, and home care software.
• Interested in home care, senior care, healthcare coordination, client success, account management, or care management.
• Able to recognize when a client concern needs follow-up or escalation.
• Comfortable working in a hybrid role with occasional local travel.

Preferred experience includes one or more of the following:

• Home care
• Senior care
• Healthcare coordination
• Case management
• Client services
• Account management
• Client success
• Intake coordination
• Sales or lead conversion
• Referral development
• Community outreach
• Care planning
• Family communication
• Scheduling or staffing coordination

Experience in home care or senior care is helpful, but we are also open to candidates with strong customer service, account management, healthcare, or relationship-based experience.

• Strong written and verbal communication skills.
• Ability to manage competing priorities in a fast-paced environment.
• Strong follow-up and…