Client Success Manager

Company: Helper Heroes

Website:

Position: Client Success Manager

Schedule: U.S. timezone (Remote)

Salary: $6.50/hr (for the first 6 months)

About Us:

At Helper Heroes PH, we're on a mission to provide exceptional care and support to home care agencies in America. We believe in creating a true partnership where our employees act and feel like a true member of the American team they are matched with. Our goal is to help them create a compassionate, innovative, and efficient care experience for their clients and their families. To achieve this, we're looking for a Hero to join our team and help us shine even brighter

About You:

Our home care client is seeking a skilled and personable Client Care Manager to support the client intake and service coordination process. This role serves as the main point of contact for new and existing clients, handling inquiries, introducing non-medical home care services, managing documentation, and ensuring a smooth handoff to the clinical and scheduling teams.

This position is remote but client-facing, requiring strong communication, superior customer service, and organizational skills. The ideal candidate understands the rhythm of home care operations and thrives in managing multiple client touchpoints.

Key Responsibilities

Client Intake & Sales Support

• Must be familiar with all agency's admission documentation and able to explain them to clients
• Handle incoming inquiries from potential clients; present Allcare's services, rates, and credentials (ACHC-accredited agency).
• Guide clients through the service setup process and help convert inquiries into active clients.
• Prepare and send service agreements and other forms via DocuSign.
• Collaborate with the staffing coordinator and Director of Nursing (DON) to ensure appropriate caregiver coverage for new client intake.
• Support business development efforts by identifying opportunities for client testimonials or reviews in Google.
• Collaborate with the nurse to coordinate client assessments and ensure proper handoff.
• Participates in agency's weekly and monthly meeting
• Present monthly conversion rates of clients in monthly meetings

Customer Service & Client Relations

• Answer calls in a very professional manner
• Act as the primary liaison between clients, the nurse, and the scheduling team
• Address client questions, complaints, or service concerns promptly and professionally.
• Conduct client satisfaction surveys every 30days and track feedback to improve service quality and take corrective action when needed
• Conduct follow-up calls after the first week of service
• Complete all agency complaint logs in detail and forward to Director of
• Nursing to collaborate in providing solutions to clients complaints
• Manage service cancellations, updates, and documentation.

Documentation & Coordination

• Setup all new non-medical clients demographics and referral source in agency's software system
• Ensure all client documents (service agreements, guarantee forms, operating sheets, etc.) are completed and filed in the system (Alora).
• Maintain client records accurately and communicate updates to internal teams.
• Support coordination between HR, nursing, and scheduling when onboarding new clients.

Research & Outreach

• Identify and research potential referral sources or new business opportunities in the local area.
• Support marketing and community outreach efforts to help grow Allcare's client base.

Requirements

• Proven experience in customer service, intake coordination, or client
• management, ideally in a home care or healthcare setting.
• Strong English communication and interpersonal skills—both written and verbal.
• Comfortable working in a fast-paced, client-facing virtual environment.
• Proficiency with DocuSign and familiarity with Alora or similar home care
• management systems.
• Strong organizational and multitasking abilities.
• Prior scheduling or HR experience in home care is a plus.

Nice-to-Have (Tools & Systems)

Experience with any of these is a plus:

• Scheduling/EVV platforms: e.g. WellSky (ClearCare), AxisCare, AlayaCare
• Phone/SMS tools: RingCentral, Dialpad, JustCall, Twilio
• Productivity: Google Workspace or Microsoft 365, Slack/Teams, spreadsheets
• Work Setup
• Laptop or desktop
• Reliable internet (at least 25 Mbps), backup connectivity/power recommended
• Quiet workspace and professional phone etiquette

Why You'll Love Working with Us

• Competitive Base Pay: $$6.50/hr (We offer the highest base pay in the home care industry)
• Make a Difference: You'll play a key role in ensuring that clients receive the best
• care possible.
• Growth Opportunities: As we grow, so will you There's plenty of room for
• advancement and learning.
• Fun & Supportive Team: We're a tight-knit group that values collaboration,

compassion, and a good laugh.

Ready to Be a Hero?

If you're excited about the opportunity to join our team, where you'll be appreciated, have a sense of purpose and inclusion and are willing to help us create a brighter, more compassionate care experience, we can't wait to hear from you Apply today and let's make a difference together.

Job Type: Full-time

Pay: Php55, Php57,000.00 per month

Benefits:

• Pay raise
• Work from home

Application Question(s):

• Will you be available for an interview between 1-4pm PHT?
• How much is your expected salary per hour in USD?
• Are you currently unemployed? If yes, when is your last day of employment with your most recent client or employer.

• Please provide a summary of your experience in the following; specify how many years of experience on each field:

• Customer Service & Sales

• Intake Coordination
• Client Management

Language:

• English (Required)

Work Location: Remote