Client Care Manager Lead at Hillendale Home Care

Walnut Creek, California, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Sep, 26

Salary

110000.0

Posted On

27 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Mentoring, Coaching, Performance Management, Escalation Management, Operational Improvement, Staffing Coordination, Billing Correction, Client Retention, Google Workspace, MS Office Suite, WellSky, Scheduling, Relationship Development, Strategic Planning, Budgeting

Industry

Hospitals and Health Care

Description

Description 2025 & 2024 - Best of the East Bay - Best Home Health Services, Diablo Magazine 2025 - Best of Oakland - Best Home Care Services for Seniors, Oakland Magazine 2025 - Top Home Care Agency, CommunityVotes Santa Rosa 2025 - Best of the Bay Area - Best Senior Living Provider, SFGATE 2023 Inc. Magazine - Listed as one of the 5000 Fastest-Growing Private Companies 2020 Certified “Great Place to Work”, 2020 Employer of Choice recipient Come join the Hillendale Home Care team! We are a trusted in-home care partner working with senior care clients and caregivers throughout the San Francisco Bay Area and we’re looking for a Client Care Manager Lead to join our growing Walnut Creek team! What You’ll Be Doing: Lead the Walnut Creek and Oakland Client Care Manager (CCM) teams Mentor, coach, and support CCM staff through regular feedback and development Develop and maintain strong relationships with all cross-functional teams Act as the primary point of contact for escalated client issues and concerns Partner with conduct performance management and accountability conversations as needed Foster a collaborative, service-oriented, and high-performance team culture Monitor and track open ongoing schedules for all CCMs to drive consistency Manage CCM on-call schedules, holiday on-call, and coverage planning Assist with escalation management and urgent staffing coordination as needed and escalate to GM when needed Review and enforce adherence to Hillendale Client Experience protocols and standards Identify operational improvement opportunities and implement best practices Facilitate pipeline reviews, weekend update reviews, stand-up meetings, and operational check-ins Prepare and submit monthly and quarterly CCM bonus recommendations to the General Manager Partner with General Manager to track team productivity, scheduling performance, and operational metrics Manage weekly billing corrections to ensure accuracy and timely resolution of discrepancies Partner with the General Manager on strategic initiatives including facility relationship development, client retention improvement efforts, operational projects, online review collection, and overall service enhancement initiatives Manage and hold the CCM team accountable for maintaining accurate, timely, and consistent updates within hospital, facility, and GCM tracking systems and reports Local travel up to 25% of the work week, with primary support in our Walnut Creek office and ongoing support to our Oakland office. What Hillendale Provides: $100,000 - $110,000 base salary DOE with quarterly bonus incentive Full-time opportunity with a growing company and innovative team Healthcare benefits 401(k) plan Paid time off Company holidays Fun, collaborative work environment Requirements Experience, Skills, and Education: High School Diploma; Bachelor's Degree a plus Prior in-home care or senior care industry experience Proficiency with Google Workspace apps (Google Docs, Sheets, Slides, Gmail) or MS Office Suite Experience with WellSky or similar home care software platforms preferred Experience supervising, coaching, mentoring, or managing a team

Responsibilities

Lead and mentor the Client Care Manager teams in Walnut Creek and Oakland to ensure high-performance service and operational consistency. Manage escalated client issues, track team productivity metrics, and partner with the General Manager on strategic growth and retention initiatives.